Responsible for all aspects of IT leadership and management for our customer base. I am responsible for the development of our customer's technology roadmaps and facilitating the management of all aspects of the customer relationship and interfaces between our Managed Services customers and Synoptek.

Key member of the Senior Leadership team focused on establishing a culture of customer service, process orientation, and cost effective management of IT services and resources that results in measurable business benefits to Synoptek's customer base.

Responsible for 3 direct and 85 indirect IT professionals in the delivery of IT managed services to include NOC, Service Desk, VoIP, OS systems, and infrastructure management services for commercial and city government clients in a 7x24 environment. Key member of the Senior Leadership team focused on establishing a culture of customer service, process orientation, and cost effective management of IT services and resources that results in measurable business benefits to Critigen’s customer base.Design and build business plans, assist in deploying technical architecture and solutions that supports managed and cloud computing for IT services. Participate and provided support to all marketing and sales activities.Focused on setting the ongoing direction and strategy for Critigen's Managed Services Organization and advance that strategy by aligning it's functional group's efforts to the overall business objectives.Insure performance meets or exceeds Service Level Agreements (SLA).Responsible for implementing ITIL Framework standards within Critigen to ensure world class service to the customer base.Focus on consistency and accountability, implementing operational policies and procedures in the following areas: Change Control, Problem Management, Incident Management, Service Catalog and Asset ManagementDevelop and manage global IT services with standardized processes / procedures.

Provide leadership in Critigen Managed Services processes and service management for superior customer service. Insure performance meets or exceeds Service Level Agreements (SLA).Develop, document, and continuously improve service processes as well as interdepartmental operating procedures.Lead technical support teams (Telecom Expense, IT Procurement, Wireless Device Communication Services, Global Desktop Services, Remote Network Systems & Hardware Deployment) to deliver IT Services to the Critigen’s internal community and customer base, meet project timeframes for new services, changes, and enablement of business growth.

Manage a team comprised of IT managers across multiple IT job families (Desktop Services, Service Desk Operations, Release Management, Change Management, Service Request Management). "end to end" responsibility for IT Customer Support of the organization under the direction of the VP of IT Client Services. Assist in setting ongoing direction and strategy for the IT organization and advance that strategy by aligning their functional group's efforts to the overall business objectives. Building and leveraging partnerships across business groups to deliver innovative solutions. Demonstrating inclusive leadership, effectively coaching for high performance and career development and a role model in the pursuit of excellence. • Responsible for implementing (ITIL) Framework standards for providing Best in Practice service.• Maintaining a perspective on the help desk support industry by actively participating in the Help Desk Institute local chapter and reviewing industry periodicals

Managed Global Service Desk operations with a staff of 101 non-exempt level one agents and five exempt Supervisors, 4 Team Leads supporting an internal employee base of 192,000 users of PC software, hardware and local area networks Performing queue management, priority one problem solving facilitation, and life cycle ticket monitoring. •Traveled globally to sites located in Singapore, England and India to start up/transform regional service desks, with focus on implementing help desk operational policies and procedures in the following areas: Security Control, Technical Knowledgebase, Performance Monitoring, Problem Resolution and Escalation duties

Oversaw and coordinated the daily activities for the Global Service Desk which provided telephone support service to 192,000 end users. Responsible for providing coaching to the supervisors, meeting client service levels, team individual performance and department financial goals. Responsible for maintaining a positive work environment that is focused on team motivation and associate retention Utilized all operational relationships at management levels to uphold highest level of service and quality.

• Supervise help desk operations staff of 16-35 level one agents supporting users of PC software, hardware and local area networks, performing queue management, priority 1 problem solving facilitation, and life cycle ticket monitoring• First escalation point for resolution of technology related issues for 90 help desk agents • Conducted the interviewing, screening, training, assignment of projects and provided performance evaluations• Project lead for User Acceptance Testing of the Enterprise Incident Management System upgrade for site• Project lead for agent quality monitoring using the NICE Call recording software• Strong focus and reporting on departmental Goals/Metrics using CentrVu reporting software, and consistently meeting those goals • Successfully managed staff through multiple business changes and attrition • Strong coaching and mentoring skills in the development of less senior agents

• Responsible for floor leadership and technical operational activities associated within a 24x7 Help Desk environment to ensure optimal system performance and maximum agent availability• First escalation point for resolution of technology related issues for 46 help desk agents • Prepared metrics on employee performance to ensure customer satisfaction goals were met• Assisted with performing software upgrades and application troubleshooting. • Project lead for agent quality monitoring using the Enterprise ITSM Tool • Strong focus and reporting on departmental Goals/Metrics using CentrVu reporting software, and consistently meeting those goals • Strong coaching and mentoring skills• Ability to disseminate and communicate procedural documentation and agent compliance in a timely manor