• Manage a team of Business Systems Analysts responsible for the daily support of IT systems within Kenco’s Operations.• Provide escalated technical software and hardware problem resolution to users by performing question/problem diagnosis and guiding users through step-by-step solutions• Works with key distribution, transportation, and material handling business managers to provide reporting, measurement, and information that will enhance decision-making• Use report writing tools and partner with the Business Intelligence team to predict and/or provide information that will ultimately improve Operations, execution, and processes.• Fully understand the User Experience, knowing what users and/or customers need and how they use the application or report• Test reports that are built for accuracy and monitor/check these reports once they are deployed into a live environment• Triage/evaluate and escalate urgent problems requiring more in-depth knowledge of appropriate internal resources• Liaison with Operations, Engineers, and users to evaluate process flow changes/recommendations and create Statements of Work and cost estimates• Ensure strong collaboration and communications across the company and serve as the primary point of contact and Subject Matter Expert for the assigned product(s)• Develop resourcing strategies, allocate staff, identify tools, and coordinate specialized support as necessary for cost-effective support of Operations• Provides analytical expertise within an assigned business unit/area, in the analysis, design, and development of applications and reports• Leads IT Project Management for all Change Requests/small projects for assigned customer(s)• Participates with other IT members, customers, and other stakeholders in new product reviews, tests, and pilots• Fosters and maintains good relationships with customers and IT colleagues to meet expected customer service levels

As Change Manager, I am responsible for ensuring that coordination between all necessary resources for the implementation of the change has been properly executed. These responsibilities include; Maintaining a schedule of migrations for product implementation or upgrades and customer implementations. Managing version control of applications and code changes for individual environments. Compiling application requirements for each migration (timing needs & contents of change). Obtaining approvals for change tickets. Confirm that the proper resources have been engaged. Chairs weekly change meetings. Liaises with other process owners to establish integration and collaboration. Communicate the schedule commitment to the CAB, IT Help Desk, and Application Support team. Communicate the scheduled change to the customers affected. Provides training on the change management process. Participate in daily trouble tickets/SOS Down incidents. Communicate the success or failure of the migration to CAB, IT Help Desk, Application Support team, and affected customers. Communicate results of the migration to CAB.

My responsibilities at See Rock City consisted of the management of the IT Department including; administration of company technologies, coordination with outside agencies for project management, asset management of organization technology, documentation of infrastructure, communication of changes, upgrades, and maintenance with other departmental teams, and service desk administration.

As Network Administrator for See Rock City I was tasked with providing network and hardware support for all See Rock City locations, manage and oversee 125+ desktop workstations including point-of-sale hardware and peripherals, and administer backup environment for all servers and mission-critical devices in the production environment.

Worked as a Systems Engineer for local MSP. Performed hardware buildouts and PC repair. Implemented many server technologies such as Exchange Server, Citrix Server, and Windows Server 2003.

Worked in Knoxville Data Center as Network Support for 200+ credit unions. Maintained Cisco routers with Frame Relay circuits and provided application support as needed.