• Leading a skilled team of desktop support technicians, promoting a culture of continuous learning and improvement.• Developing and implementing desktop service standards to ensure a high level of service delivery and customer satisfaction.• Managing the deployment, maintenance, and support of desktop hardware, software, and peripherals.• Collaborating with other IT departments and external vendors to ensure integrated and high-quality IT support.• Driving initiatives to improve desktop services, including the implementation of ITIL-based processes and other industry best practices.• Monitoring and analyzing desktop service metrics to identify areas for improvement and ensure optimal performance and reliability.• Implementing cybersecurity measures to safeguard the organization's desktop environment against threats.• Providing expert guidance on Microsoft 365 applications, enhancing organizational communication and collaboration.

 Governed all aspects of the corporate IT hardware lifecycle, managing a team of 8 in maintaining hardware and accessory inventory for internal users. Revamped a vendor site by integrating new processes and channels for ordering key products and controls to protect personal data. Streamlined self-service laptop loans, partnering with a vendor to roll out devices that would automate tracking and reminder notifications, allowing for 24/7 availability and increasing returns.  Steered cost-effective procurement by facilitating positive communication with potential and current vendors, suppliers and internal users for adequate and timely inventory.  Navigated budget and resource demands, coordinating inventory supply, storage, and reviews while overseeing complex aspects of the ordering cycle. Played a key role in negotiating new contracts and organizing delivery. Liaised with vendors and facility personnel and aligned logistics plans with business and financial goals. Elevated team performance through exemplary leadership, work guidance, and training. Supported staff hiring, evaluations, and professional advancement.

 Served as a crucial point of contact for the Helpdesk Team, providing tier 2 and 3 technical support and assisting in mentoring team members, setting expectations, and prioritizing objectives.  Spearhead a project to deploy Apple products to the userbase, determining product needs, purchasing hardware, training the services team, and ensuring a secure network to support the new equipment.  Implemented computer, laptop, and printer workstations with both PC and Apple hardware and software and assisted with all system maintenance, inventory, compliance, and auditing. Engaged support partners in hardware repairs and computer imaging management, allowing limited team resources to better support internal users and reducing the amount of machine purchases. Improved desktop hardware and applications through conducting functional and feasibility studies, research, and cost-benefit analyses to provide data-driven recommendations.  Promoted Information Technology security policies and best practices while recommending and implementing global policies for desktop hardware and software. Delivered technical, service, and desktop support solutions and project goals. Supported critical systems after hours, nights, and weekends.

 Managed tier 1 and tier 2 end-user desktop support, creating a highly service-oriented environment while directing Help Desk IT Administrators in optimizing problem resolution and customer perceptions. Revamped the IT Support Services Team through restructuring work assignments, job definition, and goals. Created a manageable work-life balance and drove significant improvements in morale and customer satisfaction. Smoothed workflow by working within the Help Desk System, performing regular ticket reviews, and contributing to developing Help Desk strategy and service roadmaps. Maximized efficient and effective use of corporate personnel and technical infrastructure resources as well as desktop hardware and software inventory.

 Performed as a Project Manager, creating, executing, and revising work plans across project scope, progress, communication, documentation, budget, and scope. Minimized corporate exposure and project risks by effectively applying corporate methodology and enforcing project standards.

* Worked with several groups to source and procure specialized hardware needed for high level projects.* Manage Service Level Agreements between company and hardware/software vendors, ensuring service and inventory levels are maintained.* Manage vendor relationship and agreement and project management of corrective actions, and drove process improvements.* Participate in vendor RFP, proposal review, road-map meeting, and selection process.* Review Statement of Work; negotiate contract terms, rates, plans, schedules, resources, involvement, and roles/responsibilities.* Oversaw the timely compilation of vendor service level status reports while building metrics to track and report effectiveness against outstanding milestones/deliverables, status, resource requirements and issues.* Created and communicated weekly status reports to management.* Established when dual vendor strategy is required, create timelines and project plan.* Responsible for the implements recommendations for improvement in hardware.* Responsible for professional services statements of work and consultants.* Reviewed invoices from Vendors to ensure accuracy and approved payment.* Established Service levels by Equipment by Matrix.* Weekly Tech Service Coordinator Meeting Support.

* Analyzed market and delivery systems in order to assess present and future IT hardware availability.* Controled purchasing department budgets.* Developed and implement purchasing and contract management instructions, policies, and procedures.* Directed and coordinated activities of personnel engaged in buying and storing materials, computer equipment, software and computer accessories.* Interviewed and hire staff, and oversee staff training.* Directed the development of specifications for End-user equipment.* Prepared reports regarding market conditions and hardware/software costs.* Acted as point of escallations for IT grievances, and claims against suppliers.* Conducted monthly, quarterly reviews of 3rd party suppliers.* Reviewed purchase order claims and contracts for conformance to company policy.* Reviewed, evaluated, and approved specifications for issuing and awarding bids.* Administered on-line purchasing systems.* Arranged for disposal of surplus hardware.* Located vendors of computer equipment, supplies, software, and interview them in order to determine product availability and terms of sales.* Maintained records of goods ordered and received.* Prepared and process requisitions and purchase orders for supplies and equipment.* Prepared bid awards requiring approval.* Represented companies in negotiating contracts and formulating policies with suppliers.

* Supervised all aspects of computer hardware, software and accessories inventory control for internal users as well as prepared and provided reports regarding those inventories* Communicated with vendors, suppliers and internal users in person, email, or by phone to ensure that adequate inventory was provided in a timely and accurate manner. Also worked with potential vendors and suppliers to ensure that material is procured in a cost effective manner* Oversaw more complex aspects of the ordering cycle to ensure that inventory requirements are met according to budget and company demands. Supervised, planed and coordinated the supply, and storage of inventory from the supplier to the Inventory department. Performed reviews of inventory levels to ensure that company demands are met* Assisted in negotiation of new contracts and coordinated delivery of required inventory to ensure that equipment was delivered and available to internal users in a timely manner. Contacted vendors and worked with facilities personnel to ensure proper shipping/receiving of all supplies according to business needs* Communicated with managers of IT department regarding the status of equipment orders, as well as ensured process for equipment repairs and monitored RMA’s as needed* Implemented logistics plans and procedures to maximize compliance with company needs and within budget constraints. Provided financial reporting and reconciliation of inventories* Recommended and/or initiated the selection and hiring of employees. Trained and evaluated employees to enhance their performance, development, and work product. Addressed performance issues and makes recommendations for personnel actions. Made recommendations for salary increases, transfers and terminations to manager* Provided a high level of leadership and work guidance to less experienced personnel* Worked directly with vendors to review, evaluate/test, and ultimately negotiated new hardware/accessories/software purchases

* Managed, supervised, and coordinated the activities of call center professionals in providing telephone and remote support to internal users.* Liaised with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.* Planned and supervised changes and managed the daily operations of call center.* Monitored random inbound calls to improve the quality, minimizing errors and tracking operative performance.* Set-up and met performance goals and targets for efficiency, and quality.* Maintaining current knowledge of hardware and software new developments, Corporate production releases, and involved in Change management that effect Corporate Users* Recorded statistics, performance levels and user rates of the call center and prepared/communicated reports to upper management.* Motivated and coached, staff to ensure optimal quality in hardware and software support* Handled the most complicated customer inquiries or complaints.* Reviewed the staff’s performance, determining training needs and scheduling training sessions.

* Provided technical support, direction, supervision and leadership to members of the Desktop Support Group. Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of hiring, assigning and prioritizing work, setting expectations, performance management, and firing.* Planned, implemented, and supported workstation, laptops, and printer hardware and software. Performs desktop system maintenance/upgrades including all desktop OS patches, creates and maintains user accounts, manages user groups, and network permissions.* Responsible for all desktop software and hardware inventory, compliance and audits.* Planed, coordinated, and conducted functional studies, feasibility studies, and cost benefit analyses to determine the adaptability of established and proposed information system desktop applications. Recommends network and user-based desktop hardware and software including printers.* Consulted and conferred with professional, technical, and managerial staff to define their Information Technology technologies. Coordinated projects with various groups in order to support project. Developed and maintained technical resources to assist with projects and goals.* Monitored and maintained the integrity of established Information Technology security policies, practices, and procedures.* Documented user (internal customer) and procedural processes. Recommended and implemented Global policies for desktop hardware and software.* Evaluated new technologies, methodologies, and Information Technology trends to insure that computing infrastructure met the current and future needs.* Supported critical systems after hours, nights and weekends. * Responded to emergencies on a 24/7 basis.

* Provided the highest level of customer service for end users while supporting but not limited to, computer hardware, software, printers and phone systems.* Responded to telephone calls, email and personnel requests for technical support.* Performed standard hardware maintenance, installations, moves, adds, and changes* Identified, researched, and resolves technical problems.* Maintained, analyzed, troubleshoot, and repaired computer systems, hardware and computer peripherals.* Documented, maintained, upgraded or replaces hardware and software systems.* Supported and maintained user account information including rights, security and systems groups.* Maintained configurations of all laptops and desktop computer systems according to established standards.* Documented and updated technology related instructions and procedures as required.* Maintained problem call history by recording calls in help desk tracking database.* Analyzed call data to proactively identify improvement opportunities.* Evaluated new technologies for potential applicability within Company* Created interpersonal relationships and effectively communicate with end users as well as with local, regional, and global support teams.* Participated in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement.* Achieved annual goals and objectives, developed in cooperation with IT Service organization and local management.

Instruct begining to mid level students in the following computer technologies:* Office 97/2000/XP* Internet Usage and Design* Email clients and usage* Window 98/2000/XP* Maintaining/upgrading Computer Systems* Presentation application

* Provide software support for end users, which included Windows 95/98/ME/NT/2000/XP, Office 95/97/2000/XP.* Utilized extensive knowledge in computer hardware to provide support for laptops, desktops, servers and some printers* Configured and Administer Norton Ghost servers* Configured and deployment of 2000, and Exchange 2000 servers.* Responsible for providing spec and deployment of new desktops and server* Responsible for project to deploy 100 new desktops utilizing ghosting imaging.* Provide administration of NT 4, 2000 and Exchange servers.

* Provided software support for end users, which included Windows 95/98/ME/NT/2000/XP, Office 95/97/2000/XP.* Utilized extensive knowledge in computer hardware to provide support for laptops, desktops, servers and some printers* Knowledgeable in the administration of NT 4, 2000 and Exchange servers.* Assisted in the build-out of new offices which consisted in procurement of network equipment (servers and LAN equipment) purchased required printers and fax machines, analyzed bids for cable work, supervise and coordinated needs and placement of network cabling.* Responsible for installation and configuration of network printers.* Provided phone support which included placement of phones and programming within Avaya Audix systems* Configure and deployed computer equipment (desktops and laptops) for end users and network servers.* Provide technical support for helpdesk requests.

* Maintained, upgraded, installed and supported 200+ desktop computers with Windows 95/98/NT* Responsible for installation and configuration of network printers.* Provided software support for end users, which included Windows 95/98/ Office 95/97, Exchange client support.* Developed Office 95/97 document solutions per required specifications.* Responsible for computers equipment requisitions.

* Trained in areas of customer care, inventory control and audit procedures.* Designed and implemented training programs,* Conducted classes to assist new and existing employees in learning all aspects of company application systems.* Performed quality training on company specific applications and Office 95/97.