HIGHLIGHTS OF QUALIFICATIONS

• Strong people management skills; ability to inspire trust and lead a team of diverse levels of experience and technical skills.
• Possess Customer Service Skills that are unsurpassed in the industry, with full knowledge and exposure to Customer Best Practices courtesy of the Customer Care Institute.
• Strong analytic and problem solving abilities; able to immediately identify the root cause and implement policy and procedure for corrective action.
• Expert technical knowledge of PC\'s, LAN / WAN including hardware and software.
• Outstanding communication skills: patient, personable, friendly and receptive, presenting a management style that is respected and valued.
• Exceptional ability to quickly write and implement new practices and procedures and secure "buy-in" and support from staff.
• Fundamental understanding of server infrastructure, network architecture, and systems development. Five plus years in database administration.
• Strong hands-on experience troubleshooting technical anomalies.
• Professionally trained in all Microsoft technologies and platforms.
• Ability to analyze and propose new technology and direction with ease and expertise that is unsurpassed in the technology industry.
• ITIL V3 Foundation Certified
• Strong developer of staff, and firm believer in self-improvement and growth
• Expert ability to lead a team in a direction where the results are strong internal bonds, teamwork and SUCCESS!

EMPLOYMENT HISTORY

12/07 to Present Confidential, IT Service Management
Summary:
ITIL V3 Foundation certified professional responsible for Leading and Managing the direction for designated IT Service Management (ITSM) processes, with primary responsibility for Technology Support Services, Website Support Services and Telecommunications.

Build and nurture relationships with key user communities/leaders to ensure a solid understanding of their needs, to deliver the right services and support, to derive desired value from our IT offerings, and to manage their expectations. Work with and coach direct report managers, specialists, analysts and engineers to deliver IT Support and Services that fully meet or exceed user needs and our aspirations for becoming a Center of Excellence—technical best practices, problem solving, call handling/routing, documentation and severity management. Actively engage and collaborate regularly with leaders of other IT functions (infrastructure, PMO, reporting, security, data center, applications…) to ensure that we are collectively in sync to deliver on IT\'s commitment to the user communities. Ensure IT Support Managers have clear goals and are held accountable to high quality deliverables. Set appropriate expectations, monitor progress, coach and mentor as necessary with uplifting positive reinforcements and other triggers to bring out the best in individuals and teams.

Validate and/or develop and implement the necessary metrics to monitor service delivery, user satisfaction, team and individual performance. Identify and act on opportunities for continuous improvement of services and support for greater impact. Continuously develop technical and soft skills of individuals and team to be fully ready and able to rise up to the challenges of an increasingly global organization and higher expectations. Provide a broad range of consultative services to all practices, departments and positions. Establish and manage department budget, oversee the management of vendors for IT products, services, and staffing needs. Enable IT to achieve their goals, and work with others, both within IT and across the organization to provide the necessary business solutions and training for greater leverage of IT in their work.

Provides strategic direction and manages operations for Incident Management, Request Management, Software Configuration Management, Configuration Management, Change Management, Release Management, Service Level Management, and Service Catalog Management. Establishes operating policy and procedures for groups managed and ensures policies and procedures are properly interpreted and applied. Direct Technology Support Services in a tiered service desk environment. Oversee the day-to-day activities of the Technical Support Services efforts including workload, prioritization, documentation, support of software and hardware resolution, operating systems, networking, and databases.

Identify, develop and implement general IT policy and procedure as it relates to today\'s technology and corporate culture. Align those policies with the company\'s strategic technological goals. Ensures continual service improvement for processes under management and directly supervise the activities of reporting Managers, Supervisors, and Team Leads. Provides guidance concerning tactical and operational functionality in their areas of responsibility. Mentors staff and develops management skills in anticipation of new leadership roles needed.

Responsibilities:

• Oversee 35 technical analysts and a 4-person management team, covering Internal and External Technology Support Services and Telecommunications.
• Builds partnerships with assigned business units. Serves as the business partner's front end to all areas of IT. Uses relationships to drive identified business change required to deliver project benefits
• Responsible for solicitation of business needs, utilizing IT business model and tools to prioritize and plan tasks and the resources needed to accomplish them, and the development of detailed project plans to assure activities are understood and commitment is gained to meet overall project objectives
• Mentor and guide staff in providing technical support to both the internal and external user community.
• Manage budget, costs and spend for all IT needs in excess of 2 million dollars. Responsible for setting, tracking and adhering to capital and expense project budgets.
• Evaluate skill sets of all support analysts; develop training plans, and objectives for appropriate performance measures.
• Develops and sponsors tactics to achieve strategic objectives across functional groups.
• Provides technical leadership for work teams in specialized functional and process areas.
• Defines the overall strategic goals of IT Operations, Telecommunications and Technology Support Services.
• A proactive and strategic business partner in an IT environment striving to meet business objectives.
• Escalation point for unresolved problems, complaints and complex service requests. Key skill sets include the ability to execute a portfolio using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs.
• Oversees the day-to-day activities of the IT Operations efforts including workload prioritization, documentation, software and hardware resolution, operating systems, networking systems, and databases.
• Review and update or recreate all technology policy and procedure and ensure adherence by all members of the Organization.
• Ensure comprehensive management of company technology assets, ensuring maximum value from expenditures, licensing compliance, and refresh cycles. Bring all technology inline with corporate needs and planned projects.
• Spec and requisition all hardware and software.
• Identify, develop and implement IT policy and procedure as related to today\'s technology and corporate culture. Write and implement technology policies that are in alignment with the company\'s strategic technological goals.
• Train, motivate and coach all analysts and engineers creating a culture of excellent customer service and partnership with the users.
• Implement software technologies that Ensures excellence in problem and incident management, including root cause analysis. Drives planning, execution, and measurement of long term solutions.

8/06 to 12/07 Confidential, Help Desk Manager

Summary:
Direct technology support services in a 12x7 support environment. Select and implement call tracking and monitoring systems. Enhance the level of technical and customer service delivered by the helpdesk. Develop SLA\'s and operational procedures.

Develop and deliver training classes for Troubleshooting, Customer Service, Technical Support and the Windows Operating System. Restructure Service Desk to optimal performance through staff assessments, policy and procedure design

Responsibilities:

• Oversee 13 support technicians and one supervisor on a 12 x 7 helpdesk.
• Hire and mentor all technicians on staff for the growth and development of the services offered through the Helpdesk.
• Select and implement new call tracking system HEAT Service and Support, along with; iHEAT, HEAT Self Service and HEAT Plus Knowledge.
• Upgrade the level of technical support and customer service delivered by the helpdesk.
• Evaluate existing tool set and develop a plan for the upgrade and migration to a more effeicient product; evaluate and select new product.
• Evaluate existing skills of all technicians and develop training plans, job descriptions and appropriate performance measures.
• Personally handle escalated service and support issues.
• Identify training trends for field staff.
• Identify support call trends and make recommendations for improvement.
• Develop SLA and operational procedure.
• Develop and deliver custom training classes for Troubleshooting, Customer Service, Technical Support and the Windows Operating System.
• Mentor the Supervisor in order to develop better leadership skills.
• Mentor staff to develop better service and support skills.
• Deliver performance evaluations for all staff members.

12/99 to 8/06 Confidential, Help Desk Manager/IT Business Manager

Summary:
Oversees the day-to-day activities of the Information Technology Department efforts including workload prioritization, documentation, support of software and hardware resolution, operating systems, networking systems and strategies. Provide team leadership to a customer-focused team providing Tier I, II & III application and technical support for all areas of Microsoft technology including design and development projects.
Oversee the administration of application databases and database management systems for both SQL and DB2 systems in addition to management of Exchange server. Manage the database/exchange administration and development staff, process and procedures. Create an environment of efficient application development, implementation of changes, and maintenance of application databases and the maintenance and monitoring database management systems.

Develops and maintain the data management plans and models consistent with the needs of all business units and corporate entities as determined by leadership. Assesses future information requirements in order to develop long-range, comprehensive database and email exchange plans. Create the goals and objectives for the growth, efficiency cost-effectiveness of database systems and database applications.

Create and implement policies and procedures designed to ensure the integrity of the database environment and maintain routines to facilitate database use and the security of the database environment.

Responsibilities:

• Oversees the day-to-day activities of the Information Technology Department efforts including workload prioritization, documentation, support of software and hardware resolution, operating systems, networking systems and strategies.
• Develops and ensures adherence to department policies/procedures.
• Provide team leadership to a customer-focused team providing Tier I, II & III application and technical support for all areas of Microsoft technology including design and development projects.
• Perform analysis of escalated Help Desk tickets, identify and institute solutions, reroute escalation as needed.
• Proactively identify Help Desk staffing and training needs by analyzing corporate growth plans and IT Department\'s future upgrades and rollouts.
• Maintains state-of-the-art knowledge and compiles information into recommendations to management to improve the efficiency/effectiveness of the combined IT Department.
• Annual preparation of goals and objectives for upcoming year with recommended initiatives for all focuses for the IT Department including Networking, Systems Development and Help Desk.
• Preparation, maintenance and monitoring of IT\'s budgetary commitments and expenditures.
• Identify corporate and IT\'s training and coaching needs to reduce Help Desk dependency with formal evaluations to ascertain educational growth of all employees.
• Continuously refine and direct internal technical education, training content and process for new system users\' acclimation into new technical environment.
• Daily monitoring of all calls, incoming and outgoing, ensuring excellent customer service and sound solutions provided along with the implementation of methodologies to improve call resolution.
• Administration of HEAT Call Tracking application and SQL Server.
• Weekly, Monthly and Quarterly metric reporting system using SQL and Crystal Reports. Revise, Add and or Modify reports to properly identify trends and develop contingency plans to sustain progress.
• Drive, monitor and expand technical knowledgebase.
• Personally meet with each department manager quarterly to open dialog of possible technological needs, Help Desk service, identify issues and solutions.
• Maintain hardware inventory; removal and/or recycling and upgrades. Bring all technology inline with corporate needs and planned projects.
• Spec and requisition all hardware and software.
• Identify, develop and implement IT policy and procedure as related to today\'s technology and corporate culture. Write and implement technology policies that are in alignment with the company\'s strategic technological goals.
• Train, motivate and coach IT staff creating a culture of excellent customer service and partnership with the users.
• Identify in detailed writings the desired behavioral qualities, knowledge and skills required to perform each function in the department.
• Evaluate the effectiveness, timeliness and cost of each third party service provider. Create a partnership between the corporation and each key provider.
• Continually seek to improve IT Department perception corporate-wide through a variety of developed marketing strategies.
• Document and define Help Desk service levels, staffing flexibilities, core competencies, capital expenditures, headcount, and service qualities.
• Develop an understanding of the organizations missions, strategies and capabilities through roundtable meetings, focus groups, root cause analysis and satisfaction surveys.

10/96 to 12/99 Confidential, Systems Development Manager

• Oversee the administration of application databases and database management systems for both SQL and DB2 systems in addition to management of Exchange server
• Leads a database/exchange administration and development staff of 4.
• Ensures the effective development, implementation, and maintenance of application databases and the maintenance and monitoring database management systems.
• Develops and maintains the data management plans and models consistent with the needs of individual business units and corporate entities as determined by senior management.
• Assesses future information requirements in order to develop long-range, comprehensive database and email exchange plans.
• Developed goals and objectives for the growth, efficiency cost-effectiveness of database systems and database applications.
• Developed policies and procedures designed to ensure the integrity of the database environment.
• Developed and maintained routines to facilitate database use.
• Determines, implements, and enhances standards on database security.
• Promote and recommend appropriate database software for new application systems.

4/93 - 10/96 Confidential, PC LAN Technical Specialist

• Configured and developed Help Desk including procedure, management, reporting and custom interface.
• Designed and instructed all in-house Computer Training Seminars for Windows 3.x, 95, Corel Office, Microsoft Office 95, Lotus1-2-3 and Email.
• Provide third level technical support for over 300 users.
• Reduced company\'s time and expense on end user support by creating technical brochures and bulletins covering common problems, currently creating monthly newsletter and authoring technical article in the corporate newsletter LIPS INC.
• Migrate data from polling sales PC to IBM AS/400 for production of daily sales reports presented to upper management.
• Develop and train Help Desk technicians on art of technical support.
• Novell 3.12 Administrator for 150 users (on site and remote), Certified Novell 4.x Network Administrator.
• A master at database Administration, Design and Front End construction using Approach96, Microsoft Access 2.0, 95 and 97.
• Set up, configure and install software for new PC\'s.
• Successfully and diligently provide over 500 end users with third level technical support for IBM 4694 POS Register System and Personal Computers, currently provide third level technical support for Corel Suite, Lotus SmartSuite 96, Microsoft Office 95 and Windows 95.
• Designed and created Help Desk GUI for calls tracking and support analysis.
• Manage a fully functional Help Desk (staff of 8) providing hardware and software technical support.
• Migrate data from polling sales PC to IBM AS/400 for production of daily sales reports presented to upper.

EDUCATION
Certificate - Computer Science
Associates - Accounting / Finance
UNIX System Administration
Novell Administration 3.x
Microsoft Certified MOUS, Visual Basic 6.0, Visual Basic for Database Developers, Windows NT Administration 4.0, Microsoft Exchange Server Administration 5.0, Design and Implement SQL Server, SQL Server Administration
Visual Basic, Java Programming, Business Management