Family-owned business providing commercial insurance lines including, but not limited to, commercial property, general liability, commercial auto, worker's compensation, professional liability, employment practices liability, inland marine and umbrella/excess policies. Customer care activities include making coverage changes, recommending appropriate business coverages to mitigate risks/exposures and educating our clients on policy coverages and insurance needs.

Implemented corporate single point of contact IT Service Center. Considered the "Face of IT". Primary responsibility was creating and maintaining high value customer relationships. Managed a team of highly skilled technical analysts providing first and second level technical assistance for our customers/employees. Primarily responsible for various IT-related customer communications and documentation. Implemented and maintained the corporate IT ticketing system.

• Primary facilitator in all Help Desk service implementations acting in the Project Manager’s role developing the project plan(s), resource delegation, client communications/relationships, and project deliverables.• Strategic facilitator in multiple Clickright application enhancement developments and software implementations for both internal employees and Clickright software customers. Primary influence with the trouble ticketing system module, but recognized internally as a system’s expert with our Time and Billing system, integrated CRM system, and other application feature sets.• Provide advanced Clickright software support for the following modules: CTS Service Center, Salesweb, TABS (Time and Billing System), Apollo LMS, Financial System, BITS (Expense and Procurement System), Document Library, and others. • Continued to serve the International Support Services organization as a management resource for operational activities as necessary and mentorship.

An IT Director position for a private IT Consulting firm in Las Colinas managing our International Support Center, our Help Desk/Service Desk Services, to various corporate customers holding fiscal and operational responsibilities. I also manage new business development for this practice after a lead has been established, some initial sales aspects, full scale contract development, and services implementation. In addition to those responsibilities, I've worked as a key resource with our internal application development teams building functional requirements and participating in the testing and deployments of software enhancements for our Clickright product suite that includes an ITIL-compliant ticketing system, Time Reporting, Billing System, and CRM System.

• Internal IT Help Desk Manager• Redesigned the staffing structure, Standard Operating Procedures, and Service Level Agreements resulting in a 35% increase in overall productivity; challenged by a 43% increase in call volume and 13% reduction in staffing levels.• Conceptualized, implemented, and managed a formal Problem Management team, including post-mortem processes for both the Production and Testing Environments.• Business Owner and designated Subject-Matter-Expert of the IT Remedy (ARS) Trouble Ticketing system; key facilitator of two iterations of the trouble ticket redesign.• Key management participant during each initiative focused on the redesign of the Production Severity Definitions over the previous 4 years.