Director Managed Service Operations

• Jun 2020 - Present

Information Technology Service Desk Manager

• Nov 2014 - Apr 2020

 Responsible for all Information Technology Service Desk staff and ensure that end users are receiving the appropriate technology assistance, of this 24x7x365 environment and of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.  Developed and deployed Mobile Service Desk to ensure that customer base is being serviced throughout Cook Children’s.  Ensured high levels of customer service quality and availability. Key contributor for Lync Chat and Client Survey’s within the Cook’s infrastructure. Contributed to escalated problem resolution by giving in-person, hands-on support to end users, reduced escalated ticketing by 80%.  Developed, implemented, and oversaw policies and procedures to ensure consistent service levels and quick resolutions occur. Responsible for staffing capacity planning, ITSM Service Desk process design, performance analysis, and developing proactive resolution plans. Show less

Microsoft Premier Service Delivery Manager

• Sep 2011 - Nov 2014

Technical Account Manager (TAM) trusted business advisor and advocate to Microsoft's Enterprise Customers, providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. By maintaining a long-term relationship with customers a TAM gains an understanding of the customers' overall business and IT goals to identify and document the critical success factors used to create an ITIL-based Service Delivery Plan to enable strategic collaboration between technical and management teams. Show less

Director of IT Field Service Operations

• Jan 2011 - Sep 2011

Ensured customers are satisfied and can be utilized as a positive reference for HCC by ensuring the timely resolutions of problems and ensuring a positive installation experience. Provided guidance to, and oversees Field Support Engineers' efforts to ensure most effective resolution plans are being implemented. Escalates severe or recurring problems within managerial and technical avenues according to established procedures and guidelines. Ensured timely and appropriate resolution to production problems and ensures preventive maintenance activities are performed according to equipment specifications. Ensures that appropriate system error logs are utilized in a pro-active fashion and that proper records of preventive and maintenance activities are maintained. Ensured compliance with administrative responsibilities and logistics procedures. Maintained a good working relationship with service partners in the territory. Provides technical support and local product and OJT training as needed to ensure the service partners' technicians can effectively support HCC products. Provided the training department with constructive feedback on training effectiveness based on technical performance of field service technicians. Promoted teamwork in assigned area as well as on the broader HCC team. Worked closely with Sales to ensure a high level of success within the territory. Increased CSAT by 95% during this period. Show less

Director of IT Training

• Jun 2010 - Sep 2011

Manage the development and delivery of training and services to business and industry clients. This includes but is not limited to: Facilitating proposal development to meet client needs, including developing pricing, instruction and delivery channels, etc.Overseeing project management activities including curriculum design, titles, instructor recruitment, production and promotion costs, prices, additional fees, locations, times and other logistics, and other guidelines/requirements. Overseeing quality control, including needs assessments, designing learning environments, instructor training and evaluations.Providing leadership in diversifying and growing HCC product supply such as institutional and vendor curricula as well as institutional and external trainer pool *Supervise staff within the project management function of HCC.Increased overall Customer satisfaction by 90% from 06/10 to Present. Show less

Director of IT Customer Service

• Feb 2009 - Jun 2010

Leading producer of turnkey pharmacy software solutions, data clearinghouse solutions and web portal solutions for pharmacies nationwide.Providing strategic leadership and maintaining overall responsibility for the Product Support and Training Departments, including recruitment and retention programs, performance management systems, policies and procedures, new employee orientation and compliance, integrity and ethics training, employee relations, supervisor coaching and training.Enhanced quality of the product support services and employee education and development. Played a key role in implementing some new call handling services, improved knowledge base tools for the reps and creating a skills matrix for the product support department so that subject matter experts are more easily identifiable.Implemented standards in the Product Support area by performing the analysis of daily, weekly and monthly CSAT reporting. Increased Customer satisfaction by 65% within the first quarter of starting position. Show less

Director of Human Resource and IT Product Support

• Feb 2008 - Dec 2009

Providing strategic leadership and maintaining overall responsibility for the Human Resource department and the Product Support department, including recruitment and retention programs, performance management systems, policies and procedures, new employee orientation and compliance, integrity and ethics training, employee relations, supervisor coaching and training. Process improvement within different departments of the organization, to implement standards and practices.

Customer Service and Support Manager

• Jan 2008 - Jan 2009

 Responsible for the recruiting, supervising, administration, mentoring, coaching, training and leading the efforts of Customer Support staff; consulted and guided staff in career development and performance management.  Working closely with customers and staff to identify solutions to meet business needs, and to resolve problems for new software applications for medical clinics & ancillary services.  Implemented standards in the Customer Service Area for the Support Center by performing the analysis of daily, weekly and monthly CSAT reporting and present periodic trend analysis reports to Operations Manager and CEO.  Increased Customer satisfaction by 25% within the first 60 days of starting position, decreased overtime by 45% Show less

Case Wellness / Team Manager

• Jan 2006 - Jan 2007

 Responsible for supervising and enhancing the performance of 19 to 49 Developer Support Database Engineers; in the areas of customer satisfaction, technical expertise, quality and improved SLA response, as well as addressed escalation for critical and high impact issues.  Maintained customer expectations for service coordinating with Premier Technical Account Managers, by systematically managing customer technical support requests. Supported delivery, problem prevention and root cause remediation by performing recoveries on SLA critical issues, ensured that customers receive prompt responses to their service requests within response guidelines.  Designed and implemented Recognition and Rewards program designed to recognized outstanding effort within the Developer Support Database Team. Rolled out new machines for new hire's, and replaced aging machines with newly acquired hardware using RIS and insuring compliance with Microsoft security requirements for use on Corpnet. Show less

Manager

• Mar 2001 - Sep 2005

 Liaison between customers, Service Delivery/Contract Managers, and Field Engineers in order to provide customers with phone resolutions, Engineer arrival times, and call status updates.  Worked closely with Service Delivery Managers and Field Managers to insure that contractually bound service levels are met.  Evaluated work orders for prioritization according to contracts, critical nature, Field Engineer availability, and part availability.  Monitored area part usage to identify trend analysis and maintained stock to the appropriate levels.  Administrative, Training and Supervisory responsibilities for 3 Managing Engineers and 49 Field Engineers in 6 states as well as acted as Night Lead Manager over 8 to 14 Managers covering night and weekend shifts.  Limited Overtime through effective scheduling.  Increased customer satisfaction 25% by implementing effective routing of field personnel and parts procurement to meet contractually bound service levels. Show less

Support Analyst

• Oct 2000 - Feb 2001

Support Analyst for an international manufacturing firm. Provided IS/IT support to over 1500 users in North, Central, and South America. Services included desktop/helpdesk support services for end users with network connectivity issues, troubleshooting hardware issues, upgrading and installing hardware and software. Interacted with users through telephone and remote access to deal with desktop configuration, management, PC systems administration and fine tuning. Support Analyst for an international manufacturing firm. Provided IS/IT support to over 1500 users in North, Central, and South America. Services included desktop/helpdesk support services for end users with network connectivity issues, troubleshooting hardware issues, upgrading and installing hardware and software. Interacted with users through telephone and remote access to deal with desktop configuration, management, PC systems administration and fine tuning.

Technical Support Specialist / Desktop Support

• Jan 1999 - Oct 2000

 Responsible for support for Sprint of 40-60 Dell desktop systems, Toshiba and IBM notebook PC's. Administered and managed client accounts for 150+ users on Banyan Vines network.  Responsible for hardware and software support of all equipment from client desktop to T1 circuit on Sprint WAN. Diagnosing and correction of software errors with both local and network based software, MS Office, Lotus Notes, and multiple oracle-based programs. Support of TCP/IP and DNS on routed Token Ring addressing.  Coordinated, training of other support analysts and clients in the Mid-Atlantic region. Providing second level support for problem resolution to analysts at remote sites. Providing coordination of resources (people, equipment, time) for most efficient resolution of upgrade projects and problem resolutions in the region.  Developed Desktop Procedures manual, now being used throughout Sprint's Mid-Atlantic region. Show less

Master Sergeant

• Sep 1976 - Jun 1998

Served in the United States Marine Corps for 23 years retired in June 1998. 14 of the 23 years were spent on recruiting duty. Served in the United States Marine Corps for 23 years retired in June 1998. 14 of the 23 years were spent on recruiting duty.