• Updated both Service Desk metrics and dashboards to proactively be able to identify and resolve reoccurring issues with the department. • Revamped scheduling to be in alignment with business needs and to ensure adequate staffing at all times with operational efficiency in mind.• Implemented next-issue avoidance practices to drive increases in the level of customer service delivered to business partners within the organization.• Continually lead a number of ITIL best practice enhancements with the Service Now System to increase its effectiveness within the area.- Identified $36,000 in annual savings in cell services with the organization. - Implemented strategy that improve the service level to 85% and reduced the call abandonment rate to 8%. - Play a key role as a key member of the ITSM steering committee and as a board member on the Change Advisory Board.

• Directed a successful 2-year $6M Enterprise Resource Planning project that replaced a number of key legacy applications, consolidated into one centralized ERP system. • Formed an Executive Steering Committee and Project Steering Group that improved communication and provided wide-ranging governance to IT-related projects and initiatives. • Aligned IT goals and objectives to ensure that they supported the organization’s business growth strategy. • Implemented incident, problem and change management practices that incorporated ITIL best practices to improve the effectiveness of the group.• Proactively recognized the need for a Customer Relationship Management system, managing the successful implementation of a highly effective system. • Maintained comprehensive accountability for all information security practices and the company’s security awareness training program.• Coordinated wide-ranging efforts to both document and standardize key business processes.- Reduced the operating expenses budget through financial discipline practices and effective contract negotiations. - Improved the existing disaster recovery plan to support a key organizational business continuity strategy.

• Implemented a highly effective ticketing system and call center that provided comprehensive help desk support and increased the levels of communication and reporting capabilities and spearheaded a successful mobile service project. • Led the consolidation of a remote office on site-to-site VPN, later migrated to a MPLS network.• Directed the implementation of an intrusion detection service that improved information security practices within the organization and oversaw a successful key customer information system replacement.• Managed an Avaya VOIP PBX system that required 24x7x365 uptime for gas emergency notifications. • Designed, planned and implemented network and telecom infrastructure from the ground up at 12 separate locations in both Colorado and Missouri.