Account and onsite services manager• Manage onsite services team on day-to-day activities and HR functions• Develop change, risk, financial, knowledge resource and vendor management processes based on client requirements• Develop and manage project budgets and key milestones• Create, design, and maintain business requirements and processes• Delivery monthly account P&L, deliverables, and status updates to both internal and external executive management• Oversee contract deliverables and statement of work- SLA, SLO, KPI• Process improvement- identify optimization opportunities across many interfaces

Supporting the Siemens Healthineers North American Account• Client and Account manager. Establish, build, and grow customer relationships• Attended and held weekly account management review meetings pertaining to ongoing issues, projects, escalations, and deliverables• PC Depot Deployment Operations Manager• Managed depot team of nine technical resources• Managed all SLA’s, SLO’s, KPI for all new hire, business partners, PC requests and break-fix incidents• Continue process improvements to expand deliverables and generate additional depot revenue• Designed and delivered weekly depot dashboard metrics to both internal and client executives• Responsible for weekly and monthly forecasting, planning and project management for all PC deployment builds and reclamations• VIP Non-Commodity Service (NCS) owner. Designed report to track and measure deliverables• Manage various contracts with weekly/monthly reporting• Subject matter expert of continuous improvements leveraging my Lean Six Sigma certification• Single Point of Contact (SPOC) for all incidents, service requests and escalations• Managed customer satisfaction results (CSAT), provided analysis and improved several key deliverables from 3.0 to 4.5 averageProject Management: Managed and oversaw a successful implementation of a companywide Win10 project to several thousand Siemens Healthineers users. Daily, weekly executive meetings showing forecasts and deliverables; Managed deployments to a new company within Siemens called Corindus. Worked closely with internal/external client executives and project team to oversee the transition and PC deployments to over 200+ employees

• Under contract with Atos IT Solutions and Services supporting Siemens Healthcare account for North America• VIP Non-Commodity Service (NCS) owner. Designed report to track and measure deliverables.• Project oversights to ensure deliverables are met. Weekly reporting and customer progress meetings• Manage deliverables to meet and exceed Service Level Agreements (SLA) and Key Performance Indicators (KPI)• Extensive report building and analytical toolset usage to deliver metrics on projects• Continuous Service Improvement (CSI) strategies to improve customer service lines and set expectations• Single Point of Contact (SPOC) for all incidents, service requests and escalations• Client and Account manager. Establish, build, and grow customer relationshipsProject Management: Urgent Care; Virtual IT Zone; Windows 10 and Tablet deployments

* Attend on-site walk through during bid and estimate processes* Daily face to face customer interactions* Review the project layouts with the customers* Set and deliver proper expectations* Assisted with demolition and removal of debris* Assisted building of new construction

• Supported Siemens Healthcare account for North America• Oversaw daily Service Desk functions including aged ticket reporting functions• Single Point of Contact (SPOC) for all incidents, service requests and escalations• Managed Non-Commodity Service (NCS) contracts: iPad support; 3rd level shares • On/Off boarding for new hires, rehires, transfers, VIP• Met Service Level Agreement (SLA), Service Level Obligation (SLO), Key Performance Indicators (KPI)• Designed and maintained auto-reports to update progress of open incident issues• Provided continuous service improvement options for daily operations• Customer Satisfaction Surveys (CSAT) analysis of overall rating scores: Improved a 7.5 rating into 8.5 overall rating; Designed a CSAT accolade program to honor excelling employees• Interacted with internal and external customers, technical teams, client managers and executives• Oversaw PC Depot consisting of machine builds, support, installs, and upgradesProject Management: Atos / Siemens “Get Well” Continual Service Improvement (CSI); Cerner / Siemens Healthcare Transition; Siemens Healthcare Complaint Management (Global); >98% satisfactory overall rating; Integrated Voice Recording (IVR) / Continual Service Improvement (CSI); >95% satisfactory overall rating; Siemens Government Account Configuration

(2011 Acquisition of Siemens IT Solutions and Services-PHL location)• Managed team of networking engineers • Provided hardware, software and network support for international airlines  - Maintained LAN/WAN network  - Provided on and off site customer support  - Performed installations, completed software and hardware upgrades  - Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed and installed CAT 5 networking cables • Conducted weekly team meetings and conference calls to review and set teams monthly shift schedule • Scheduled daily in person customer meetings to review outstanding issues • Prepared and executed daily, weekly and monthly reports for management  - Reports included: Call logs, overtime, preventive maintenance, defective equipment, airport authorized employee access, US Customs and Border Patrol authorized employee access

• Managed team of networking engineers • Provided hardware, software and network support for international airlines  - Maintained LAN/WAN network  - Provided on and off site customer support  - Performed installations, completed software and hardware upgrades  - Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed and installed CAT 5 networking cables • Conducted weekly team meetings and conference calls to review and set teams monthly shift schedule • Scheduled daily in person customer meetings to review outstanding issues • Prepared and executed daily, weekly and monthly reports for management  - Reports included: Call logs, overtime, preventive maintenance, defective equipment, airport authorized employee access, US Customs and Border Patrol authorized employee access

• Provided on-site support for all hardware, software and networking devices  - Maintained the LAN/WAN network  - Performed installations, completed software and hardware upgrades  - Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed and installed CAT 5 networking cables • Executed monthly software updates • Ordered equipment as necessary • Designed and installed CAT 5 networking cables • Created monthly data reports

Maintain computer systems and printers. Managed the electrical department; tracked and managed inventory, ordered supplies, operated as cashier, maintained stock room freight and handled retail sales.