Serve as a backup for the Service Desk Manager, providing technical leadership and coordination for IT Service Desk personnel by ensuring tickets are attended to in a timely manner and escalate appropriately to various departments. Assist with upgrading iPhones from MobileIron to Microsoft Intune. Managed McAfee drive encryption to Bitlocker migration for all DOR employees. Coordinated deployments of Managed Print Services for Headquarters and 13 Field Offices, assisted with setting up printers and personally installing print drivers and Scan to Network for over 1000 employees. Managed distribution of O365 Outlook project to all employees throughout DOR Headquarters and Field Offices. Assist with communicating broadcasts to all employees for Major Incidents, adverse Weather conditions, Network, Telephony and System outages. Lead/facilitate major Incident Management meetings during outages. Present/manage metrics and key performance indicators for Svc Desk team via Service Now and CMS tools. As well as ITSM/ServiceNow reports regarding outstanding tickets for various departments throughout the DOR. Provide end-user assistance in a variety of areas with an emphasis on PC hardware and software support, network access, security access problems, lost files and data needed to assist tax payers. Perform service observes for technical support calls and provide feedback for areas of improvement. Coordinate training, work on team schedules to include breaks, lunches and coverage for hours of operation. Create scripts, procedures and documentation for the Service Desk team and Knowledge Base Desktop Instructions for employees to aide in using tools and applications to troubleshoot end user issues. Assist with Customer Support when team is shorthanded on the phones, working on technical issues and installing software using SCCM.

Managed various projects and documented multiple procedures within IT department. Maintained & placed equipment orders for inventory using MACD process; submitted financial transactions for payment. Utilized Active Directory to create/modify/purge user and group accounts.

Supervised daily operational aspects of a 24/7 network technical support staff ensuring quality service and KPI & SLA metrics were met by managing escalations in a timely manner. Managed personnel attendance, schedules, time sheets and corrective actions when necessary.

Administered and maintained the Toner Management program for DUHS medical facilities. Ensured deliveries handled in timely manner by utilizing MACD process and Document Manager for network printers.

Supported friends/family with computer, printer and software installations. Completed 3 Web Design/Development Certifications. Personal health care provider for terminally ill family member.

Supervised Network Operations Team by providing high-level technical expertise for the digital business segment meeting targeted Level of Service. Interviewed, hired and coached CSE’s by implementing an intensive internal training program to ensure high quality Customer Satisfaction. Participated in Product Launches from conception to delivery of printers, including review of customer documentation & testing of all products.

Recreated customer scenarios to resolve technical problems, diagnosing issues and providing workarounds for network connectivity setups as well as driver and application issues on clients and servers. Proved vital for the launch of new products for ICAT and ECAT customers by providing testing and feedback to development teams; delivered documentation reviews on all Marketing and Product collateral's.

Provided technical hotline support for hundreds of field technicians, specialists, and analysts operating across the US, assisting with on-site hardware and software installations within customer environments. Served as subject-matter expert on XDOD/DigiPath and RAID with expertise in TCP/IP, FTP, and Novell networking. Delivered quality hardware and software support for DocuTech by conducting Beta, ICAT, and ECAT tests.

Delivered 24/7 hotline support to internal and external clients for various application and driver scenarios on High Volume printers. Attended Train the Trainer and conducted DocuTech training for new customer support analysts. Coordinated employee interviews and mentored new recruits. Teamed with developers to debug and correct customer software issues.