Senior Manager, Service Desk

• May 2023 - Present

Overseeing a team of IT technicians to keep the organization’s IT systems running both effectively and efficiently, utilizing technical expertise and experience to ensure the timely delivery of high-touch technical support to the organization. Oversee access across all systems to meet industry and SOX compliance standards Manage and lead the IT helpdesk team across multiple sites, ensuring that IT support requests are responded to and resolved promptly and effectively. Develop and implement IT Helpdesk policies and procedures that align with the organization's objectives and goals and ensure compliance with our Security standards. Continuously improve the IT helpdesk's service quality by analyzing performance metrics, identifying areas for improvement, and implementing corrective measures to ensure we are delivering on our promises to the organization. Collaborate with other IT teams to ensure that IT systems and infrastructure are available and functioning properly to support the organization's operations. Ensure that IT helpdesk staff are trained, certified, and knowledgeable about the latest technologies and software applications for both Macs and PCs. Provide technical assistance and guidance to IT helpdesk staff as needed. Help develop customer self-service tools and options to enable our employees to help themselves. Communicate with organizational stakeholders, including senior executives, to understand their IT support needs and expectations. Get to know our community and users so you can tailor your work and deliver the perfect experience. Keep up to date with emerging trends and technologies in IT support and recommend changes to policies and procedures to ensure continued effectiveness and efficiency. Help maintain an organized library of software and hardware assets and develop automated methods. Drive the IT Service desk function's strategy, productivity, and growth Show less

Technology Services Manager

• Jun 2022 - Mar 2023

Responsible for overseeing the delivery of IT services within the organization. Managed a team of IT professionals, ensuring that the services provided meet the needs of the business. Ensure systems are running smoothly and working closely with other departments to understand their technology requirements and provide them with the necessary support. Primary escalation point-of-contact for Helpdesk services. Backup support if on-site is unavailable. Collaborate with InfoSec and Legal to create, review, and publish policies and procedures. Managing and leading a team of IT professionals, including setting objectives, monitoring performance, and providing feedback and coaching Building and maintaining relationships with clients, stakeholders, and other departments within the organization, ensuring that IT services are aligned with their needs and priorities. Overseeing the delivery of IT services to clients, ensuring that they are aligned with business objectives and meet service level agreements (SLAs) Managing relationships with third-party vendors, including negotiating contracts and monitoring service delivery. Developing and implementing IT policies, procedures, and standards to ensure that all services are delivered efficiently and effectively Collaborating with other departments to understand their technology needs and provide support, guidance, and training where necessary Managing budgets, resources, and contracts with third-party vendors, ensuring that all services are delivered within budget and to a high standard Developing and implementing strategies to improve IT services, such as introducing new technologies, improving processes, and enhancing customer experience Ensuring that all IT systems and data are secure, compliant, and in line with industry standards and regulations. Show less

Regional IT Manager

• May 2020 - Jun 2022

Serve as the AMER Regional IT Manager to collaborate and translate business needs from the operations teams to technical needs to the Global IT teams. Continuously provide feedback of IT standards with local site managers running the business.Primary Point of contact for all local site IT related needs from application installation, to reimaging of computers to basic password resets. SME for Global Applications.• Negotiated significant cost saving contracts for Copiers, Mobile Devices and Internet services. • Mobile Device manager for North America• Asset management implementation• Budget Forecasting for all 4 AMER sites• Team of 6 direct reports. Show less

Site IT Manager

• Sep 2019 - Jun 2022

Senior Business System Analyst

• Apr 2018 - Sep 2019

Collaborate across multiple technology teams to optimize, support, and maintain the provisioning and de-provisioning workflows supporting systems. Configure and modify auto-provisioning workflows for onboarding and offboarding, interlocutory property identification, and auditing to optimize activities and to enhance employee experience. • Documented the onboarding process from recruitment to the first day on the job in collaboration with key stakeholders. • Developed and communicated feedback from Customer Feedback Surveys that received an 85% response rate. • Defined a voicemail-to-email retention policy and remediation plan. • Successfully established a Legal Hold Audit Process for IT Show less

System Administrator V/ Access Admin and Central Operations Team Lead

• Mar 2010 - Apr 2018

Directed account maintenance services to authorized end users at Toyota Motor North America locations by providing daily oversight to an Account Maintenance team of 12. Developed and maintained account maintenance support procedures that conformed with agency requirements, and ITIL policies. Mentored the team and promoted knowledge sharing to ensure continual service improvement. • Super User in Active Directory in the provisioning and de-provision of exchange accounts, name changes, and automatic reconnection services.• Administered RightFax, PeopleSoft, Workday, SharePoint, AS400, Box.com, Lotus Notes, and other company specific user accounts. • Ensured SOX compliance on all financial systems and crossed trained new agents. Show less

Human Resources EmployeenService Rep

• Nov 2009 - Mar 2010

Oversaw and managed information pertaining to performance reviews, open enrollment, PPI and HIPAA management.

Service Desk Account Processor Team Lead

• Jul 2008 - Nov 2009

Trained new agents in account administration for onboarding and off-boarding employees in business systems. Administered Lotus Notes, SAP R/3 including subsystems, Deltek T&E and Costpoint accounts, and confirmed accuracy of Active Directory entries for LS10 Sox compliance.

Helpdesk Support Associate

• Jan 2007 - Jul 2008

Led system and application technical support while ensuring that all service level agreements were achieved. Participated in the new hire selection process of Tier 1 help desk staff; orienting, training, and coaching to ensure job expectations were met. Resolved issues for access services including Cisco VPN, and increased customer service by providing on-call support 24/7. • Updated ISO 9000/20000 documentation.