Experience

Octo (formerly B3 Group)

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Enterprise Support Desk Manager

  • Jan 2022 - Present



Unisys

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Manager

  • Apr 2021 - Jan 2022



RoadRunner Recycling

• United States
• Environmental Services
• 100 - 200 Employee

• Sales Support Administrator

  • 2018 - Apr 2021



Arconic

• United States
• Manufacturing
• 700 & Above Employee

• IT Service Desk Manager

  • Apr 2017 - Aug 2017



All Lines Technology

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• IT Service Desk Manager

  • Apr 2016 - Oct 2016



Thermo Fisher Scientific

• United States
• Biotechnology Research
• 700 & Above Employee

• Manager, Information Technology, Global End User Services

  • 2010 - 2016

  I was responsible for the global Enterprise Service Desk and Desk Side support for 14 sites across North America. We have 8300 supported seats on the service desk, all in North America. We are bringing the rest of NA on board by the end of 2011. This represents an additional 5700 seats. Our European Service Desk is now operational in Poznan, Poland. We are currently globalizing our Enterprise Service Desk to include rest of world. I was responsible for the global Enterprise Service Desk and Desk Side support for 14 sites across North America. We have 8300 supported seats on the service desk, all in North America. We are bringing the rest of NA on board by the end of 2011. This represents an additional 5700 seats. Our European Service Desk is now operational in Poznan, Poland. We are currently globalizing our Enterprise Service Desk to include rest of world.



Eaton

• Ireland
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Manager, Electrical Sector Service Desk

  • Sep 2007 - Jul 2010

  Managed a team of on-shore analysts that provide remote ERP and proprietary application support . 17 direct reports: 1st line/2nd line analysts, senior analysts, and a team leader. On-shore team supports 16,000 employees in North America and averages 6000 customer contacts a month in English and Spanish. Also responsible for managing relationship with 2 vendors that provide off-shore general PC, enterprise application, and Oracle application support for facilities around the globe. Key applications supported include our product configurator Bid Manager, legacy mainframe ERP application Vista, and many Oracle modules. Developed and currently implementing an ERP applications global support plan to support Eaton’s’ Enterprise Common Platform (ECP) on a 24x7x365 basis. Recent implementations include: Mascot, Australia; San Jose, Costa Rica; and Helsinki, Finland. Show less

• Team Leader, Electrical Sector Service Desk

  • Jun 2006 - Sep 2007

  Provided functional leadership to the IT service desk. Responsible for ensuring the service desk meets all metrics and tickets are routed or resolved within SLA. Served as the liaison between Nth level IT groups and the service desk. Developed and conducted on-site and remote training sessions for analysts and users. Provided on-call support 24x7x365.

• Analyst, Electrical Sector Service Desk

  • Jun 2004 - Jun 2006

  Participated in the implementation of ECP MAPICS at several sites including Juarez, Tijuana, and Cleveland TN. Provided on-site and remote support for ECP manufacturing facilities. Installed and provided troubleshooting for plant server and client applications. Provided on-call support 24x7x365.

• Associate Analyst, Electrical Group Service Desk

  • Sep 2002 - Jun 2004

  Provided hardware and software telephone support for Electrical employees and distributors using Peregrine Service Center software. Assisted approximately 35-40 customers per day and provided 24 hour on-call support for 1 week a month. Provided second level technical support for our plant locations and trained several new employees.