Manage a multi-national support team of 9 located in various locations around the world supporting roughly seven hundred users and fifty consultants in a dual Microsoft Windows/MAC OSX environment.Collaborate with cross-functional teams to successfully deliver high-quality projects on time and within budget, leveraging excellent communication and interpersonal skills to foster a culture of teamwork and shared accountability.Rolled out Microsoft Teams corporate-wide and decommissioned Cisco WebEx in the corporate environment.Develop, maintain, monitor, and execute operations budget in support of organization goals which include acquiring new assets for the organization and refreshing assets which are coming to the end of their lifecycle.Train, evaluate performance, mentor, and foster growth and development of team members, encouraging personal and professional development.Implemented new processes for "live answer" front-end support for quick triage which resulted in a decrease of operational costs by 20%.Implemented a technical support knowledge base system which decreased mean time to resolution by 70% and provided consistent messaging to customers.Fostered cross-functional relationships with other customer-facing teams for notification of high-value accounts and critical product issues for increased visibility.Created an IT storage room for secure storage of assets.Gathered quarterly forecasting for 3yr refresh of assets turning two thirds of the company to updated computers in less than a year.Restructured the IT department into a service organization that can design, develop, and deliver technology and business solutions to help the business grow.Head of the Change Advisory Board where I lead the stakeholders throughout the technical team to access, prioritize, authorize and schedule changes as part of the change control process.Identified key operations metrics and used this information to enable continuous improvement in Managed Services.

• Manages U.S. based IT operations with a team of five; supports users in a dual Microsoft Windows/Mac OSX environment. • Created documentation and provides ongoing end-user training; maintains VOIP phones and voice-mail using in-house software.• Improved new computer setup time for software imaging; reduced from two days to 4 hours.• Traveled to remote offices; improved successful execution rate by 10% for new projects and updated processes.• Implemented effective troubleshooting resulting in a 72% improvement in customer satisfaction. • Conducted an asset inventory audit; tracked 500+ assets; in 6 months had a 98% accountability of all assets.• Decreased new employee tickets by 20%; improved monthly IT orientations for new employees.• Migrated 300+ users to MS Office 365

Lead operations for Colliers wholly owned operated offices, partners, and affiliates as part of a three-person team with their IT Infrastructure needs, which would include:Acquiring new resources, new computer installations, configurations, and support. Working with vendors for resources and as a point of contact on site at our field offices. fine-tuned hardware, software, mobile devices and networking issues in a majority windows environment, remotely as well as on-site. Handled advanced technical problems as a 2nd level support to the Service desk to our remote users using Go to Assist cloud based remote for support and IT management.Contributed in the rollout and completion of Office 365 for the organization