Helped the team improve net promoter score from 69 to 89 in 3 years

Servant leadership style. I am a player and a coach. Specialized in relationship building with Executives and their administrative staff to ensure success and gain support/resources for special projects. Hands on when needed and an escalation resource to my team and the Infrastructure team. Aligned to business strategy and manufacturing success. Mentored and trained 4 college interns into full time positions on the Servicedesk, 2 of which moved into open or created IT positions. Introduced laptop performance tuning remotely for 150 Sales Specialists. Continually sharpening skills to align with business needs. Became face of IT to the business, successfully, bridging the gap between Operations, Finance, Sales and Manufacturing with IT. Participated in Kaizen events, Gemba walks, 8D problem solving, 5S, Six Sigma Green belt, ITIL Foundations. Creator/Shepherd the Change Management process within IT. Created "Traveling Tech" program which brought the Helpdesk to the customers during walk around activities, desk side visits, drive-by Helpdesk support before a ticket was even generated, Hands on support for many manufacturing projects, visual manufacturing, upgrades in communications technology to CNC machines via improved programs and leveraging Wireless.

Purchased, configured and implemented Dell KACE ITSM Service Desk appliance. First to gather and report metrics from ticketing data. Track customer satisfaction via survey to 97% goal, achieved. Primary event and outage coordinator to assess business impacts in service down situations. Improved time management skills, dealing with difficult situations/people. Lowered corporate toner costs 25%. Really learned to allocate money and human capital in an efficient and effective manner. Lowered per unit cost for PC refresh while improving overall hardware configuration of each unit.

Cisco VOIP, Netflow, Wireshark, Project management, Evault backup, MPLS, OSPF, BGP4, Metro Ethernet. Server 2008R2. Sonicwall client VPN and SSL VPN. Many trips to WAN offices for upgrades, moves and ground up installation of LAN.

First level Helpdesk. Imaging/Applicaiton installation Windows AD account/Emailbox Add/Move/Changes, Cisco routers, switch, wireless controller, Sonicwall, IPS/IDS, Year 2K support. ERP Support. Support of over 800 PC's, 1100 employees in over 20 locations worldwide