• Manage the Service Operations for multiple clients, with a strong focus on multi-unit restaurants. • Manage 33 help desk technicians, local and remote, encompassing 6 different levels of knowledge of Aloha, Digital Dining, Focus and horizontal IT. • Build and maintain a 24x7x365 schedule• Manage dispatches to all clients that require on-site technical assistance• Manage SLA’s as designated by contracts of each client• Monitor ticket queues and develop plans to ensure the ticket counts stay below threshold• Review and manage metrics and technicians who are not meeting expectations• Research ticket database for recurring issues and provide a plan for permanent resolutions• Manage technical resources for projects and ensure work is completed on or before timeline• Provide Client Relationship Management by working side by side with customer for feedback on current and ongoing support with possible implementation of suggested changes for improvement• Provide feedback on current technology utilized and provide quotes for upgrading environments• Track and install equipment to our customers nationwide• Work with 3 party vendors to ensure clients are operational• Provide an escalation path to executives and strive to find results to lingering issues.• SharePoint administrator, design and build pages to better help technicians find the information needed to support clients• CRM administrator, design and build widgets and reports to provide insight into clients sites• Work with Merchant Services to research variances between EDC and the bank.

• Managed 22 employees composed of technology staff, media coordinator, and paid interns• Lead a consolidation project that consolidated three buildings into two. • Lead a migration to VoIP phone systems• Lead a migration to Citrix Terminals. • Provided exemplary customer service and level III support to end users• Assisted level I and II technicians in finding solutions to hardware and software issues• Coordinated the daily work load by managing the ticketing system and prioritizing issues to meet SLAs• Was responsible for Financial Management for IT Operations and give input into IT Capital Budgets.• Performed quarterly evaluations of IT Audit practices and remediation of issues by providing a plan and seeing it through• Started a weekly meeting among the team to provide training and share knowledge to improve 1st call resolution• Evaluated staff on a yearly basis and provided feedback in order to ensure goals were met for the year ending, and new ones set during the evaluation would be attainable

Level III support for classroom and administration workstations; Windows and Macintosh in a managed desktop environmentLead a team of Lead Technicians and Support Technicians for all desktop support issuesI managed Service Bureau logistics, including ordering of supplies I was the project lead for equipment reclamation and dispositionLead a team providing configuration and installation of new machinesI coordinated a team of Technicians to perform the technology move, add, change services for the campusI provided event logistics and coordination of IT events for the CollegeUsed Altiris software on helpdesk, administrative, and image/job creation levelsUsed Remote Desktop for software deployment on Macintosh platformsCompleted all assigned tickets while maintaining the ability to resolve any priority problems efficiently dailyI researched and piloted specialized technology initiatives used throughout the CollegeMonitored servers and networking equipment and escalated issues to the proper resource

I greeted new guests that arrived at the ResortChecked in guests and gave them information regarding the areaI was the initial point of contact for solving any issues that guests may have had

I built Windows machines from individual componentsDesigned and repaired networks for local businesses and homesI repaired computers for local businesses and homesI provided outstanding customer service skills over the phone and in personI was responsible for ordering and returning broken parts

I supervised approximately 25 employees in a fast paced retail environmentI interviewed, and trained new employees in the areas they would be responsible forOpened and closed the store; counted daily cash receiptsI initiated and processed payroll on weekly basisI redesigned merchandise inventory for efficient retrieval