Experience

Linens N Things

• Retail
• 200 - 300 Employee

• Head Of Information Technology

  • Sep 2009 - Present

  Direct daily operations of IT Help Desk which provides 1st to 3rd level technical support for 200 corporate associates, 120 stores and regional/zone offices worldwide. • Manage 12 associate team handling approximately 7,000 service calls per year. • Responsible for procurement of all hardware, software upgrades/replacements in the corporate headquarters, stores and regional offices. • Developed and implemented all Support Services Policies and Procedures, including drafting and negotiation of SLA’s with other departments and OLA’s with external vendors. Show less



Linens 'n Things

• Clifton N.J.

• Help Desk Manager

  • 1998 - 2009

  • Directed daily operations of IT Help Desk which provided 1st to 3rd level technical support for 600 corporate associates, 175 filed associates, regional/zone offices and three distribution centers nationwide. • Managed six Associate team handling approximately 17,000 service calls per year. • Implemented daily and weekly dashboards that provided metrics and service level agreements between internal departments resulting in quicker response and resolution time and increased customer satisfaction. • Responsible for all hardware, software upgrades/replacements in the corporate headquarters, distribution centers, field and regional/zone offices. • Management of a centralized POS Hardware Depot to support a multi-state 595-store retail chain, generating over 100 call tickets per week and operating with an equipment budget of $300,000 per year. • Assisted in the creation of an internal Help Desk web page where associates could log, update and track their service requests. • Created a Help Desk survey where associates could recommend improvements for services provided. • Negotiated the purchase of all Home Office, field and distribution center associate hardware which included desktops, laptops and all network printers. • Managed the maintenance and consumable purchases for the 65 network printers throughout the 3 building campus with a budget of $240,000 per year. • Management/Deployment of all company mobile devices. • Management of staff reviews, promotions, vacation/sick time tracking, replacements and all internal affairs of the support services department. • Oversee all new hires, office moves, terminations and hardware reclaim requests through Human Resources. • Managed the equipment budget of the Help Desk Department, including procurement, invoicing and vendor management. • Developed and implemented all Support Services Policies and Procedures, including drafting and negotiation of SLA’s with other departments and OLA’s with external vendors. Show less



ITT Avionics

• Defense and Space Manufacturing
• 1 - 100 Employee

• Help Desk Technician

  • Jun 1983 - Jun 1998

  Worked at ITT for 15 years, started as a Material Handler at 20 years old.Applied for a job in the computer room, started as a clerk, then a Jr Mainframe Operator then a Sr mainframe Operator. When Pc's were brought in I became a PC technician at a brand new Help Desk. Worked at ITT for 15 years, started as a Material Handler at 20 years old.Applied for a job in the computer room, started as a clerk, then a Jr Mainframe Operator then a Sr mainframe Operator. When Pc's were brought in I became a PC technician at a brand new Help Desk.