Managed a staff of Customer Service Center (CSC) Level 2 analysts who provided expert support to end users for desktop-related services.Also supervised staff who perform first-level phone, chat and self-service ticket support; administered user accounts; performed daily operational functions and coordinated service requests.Coached staff on technical and customer service soft skills.Owned departmental customer escalation oversight.Performed monitoring and trending against incident calls.Handled complex problems associated with production support, hardware or software changes.Analyzed and recommended system modifications to reduce user problems.Ensured that customers receive appropriate and timely communications.Provided resource planning and workload scheduling for a high performance service center serving 25,000 employees in a global, 24-hour environment.

*Supervised contract staff of approximately 12 help desk analysts*Evaluated and implemented call center changes as needed to improve customer service*Created and maintained staff schedules to ensure 24x7 coverage in three phone queues plus chats*Addressed escalations and ensured timely customer communication*Coached team members on technical and soft skills

* Provided escalation point for technical and customer service issues* Became a subject matter expert on several areas, Microsoft Office 365, Avaya and cell phones* Worked as a point of contact between the CSC and level 3 support teams* Created knowledge base articles to share information with team* Provide leadership to team members* Participate in an on-call schedule

*Provided level 2 desktop support to customers*Worked escalations from level 1 analysts to resolve technical issues*Managed two cellular phone accounts for U.S. employees

* Provided technical support in a 24-hour call center* Created and updated knowledge articles.* Prioritized and completed requests for software tokens* Trained and coached new members of the department. All those I trained received full-time offers as contractors and/or were promoted to level 2 teams.

Coordinated Windows 7 conversion at The Finley Hospital, Dubuque, IA. Scheduled rollouts, installed software on desktops and laptops, deployed machines and solved post-conversion issues.

* Manage book-publishing process from beginning to end, including development work with authors, obtaining permissions reviews, developing cover ideas and managing paperwork and specifications.* Act as liaison with acquisition editors, authors, designers, outside vendors and manufacturing.* Perform photo research and obtain images for department.

* Perform quality assurance checks of work done by other technicians. Correct deficiencies and report issues to project manager.* Replace or install point-of-sales equipment, workstations and printers.

* Manage day-to-day activities of research and development staff. This group of 22 included programmers, quality assurance representatives and business analysts.* Act as liaison between technical resources and beta site software users.* Set priorities and assign projects to staff.* Report progress on all projects and beta site work on a weekly basis.* Train technicians on troubleshooting, project planning and customer service.* Work with managers of other departments to determine software improvements needed.

* Schedule Windows XP rollouts at Cessna Aircraft Company.* Lead staff of 3-7 technicians.* Determine priorities and organize workflow for team.* Configure IBM laptops and desktops.* Train technicians on troubleshooting, software installation and customer service.* Test and edit software installation instructions.* Deploy new workstations.

Integration management project work:* Project coordinator overseeing the approximately 140 projects going through change control.* Act as liaison between business units and technical resources.* Maintain project status reports.* Audit software or hardware installation instructions for accuracy.Windows XP conversion work:* Lead team of 10 Windows XP technicians at AegonUSA.* Organize XP rollout for more than 1,500 users.* Consult with pilot users to revise machine configurations as needed.

* Manage projects, including: Y2K hardware and software upgrades, conversion to MS Office from Lotus SmartSuite and conversion from HP Openmail to MS Outlook. * Research and test new hardware and software; establish standards.* Train on MS Office products, remote access, Tivoli Storage Manager, Citrix and Internet. * Create and maintain Web pages.* Perform second-level support for nearly 5,000 users in North America.