Drive continuous improvement of support for factory application portfolio.Ensure that problems and incidents impacting operations are followed through efficiently and thoroughly by support teams both locally and globally.Regularly communicate the impact of application related activities to business stakeholders, maintaining a rapport between management and IT.Keep apprised of all changes to the application portfolio and projects which have a potential impact on the application environment by participating in CAB meetings and project reviews and updates.Develop documentation and training materials for local IT support technicians.

• Provide hardware, software, and user support in a manufacturing facility of over 1 million square feet, including multiple satellite facilities and partner locations like Westport Axle.• Built and maintained database for physical asset management in support of factory service agreements and to remediate inventory records.• Support for legacy Access databases.• Work with global support teams remotely to diagnose and resolve system and application problems.• Provide mentoring and instruction to technicians in my peer working group.

• Configure, deploy, and support PC hardware and software.• Deploy and maintain virtual servers through vSphere and ESXi.• Maintain user accounts and groups in Active Directory.• Work with Volvo/Mack local IT support and global helpdesk to support users of Volvo applications and hardware.

IT Field Operations Technician 2 Team Lead, 2009-2012• Acted as backup for the facility IT supervisor, performing necessary duties and escalating as required. • Co-authored and maintained IT Business Continuity Plan, containing instructions for clean shutdown and startup of all site equipment, and coordination with major system stakeholders who could be impacted by a power outage. Followed JCP ITIL-based audit policy and procedures to produce compliant documentation.• Utilized industry standard software packages such as BMC remedy for incident management and HP Asset Manager for asset tracking and inventory.• Participated on a team to develop access templates for the primary warehouse management system to facilitate administration and compliance auditing according to PCI and SOX standards.• Developed MS Access database applications to track and report on changes in user permissions.• Contributed to standardization of the service level agreement with business operations for support of local digital telephone systems and separation of responsibilities for that support.• Successfully completed foundational training for ITIL, LEAN, and small project management.UNIX Administrator, 2007-2009• Provided technical support for incidents and problems of medium to high complexity in a logistics center, supporting the site hardware and software configuration.• Assisted, trained, and delegated tasks to level 1 technicians, facilitating on-the-job training and drafting standard operating procedures.PC/LAN Technician, 2005-2007• Provided hands-on user support for first level incident resolution• Supported PC hardware and software for a diverse group of users.• Performed preventative maintenance on PC and desktop hardware.• Tracked inventory using HP Asset Manager.

• Refurbished damaged cellular phones to standards set by insuring customer.• Performed component-level troubleshooting on units failed by first-line repair technicians, making the determination of whether repairs were economically feasible.• Performed component-level replacement using surface mount soldering techniques.

• Maintained gantry robots, bonders, and test equipment in a clean room supporting manufacture of microelectronic lasers. • Documented in accordance with ISO9001 standards.• Performed and tested experimental builds based on engineering specifications, and reported to lead project engineers.