IT Manager

• Apr 2023 - Present

Service Desk Manager

• Mar 2018 - Apr 2023

Oversee 100% of the requests, incidents and problems of the Service Desk. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers. Provide data and reporting of KPIs and trends to management, and advise management on any situations that may require additional client support or escalation. Oversee 100% of the requests, incidents and problems of the Service Desk. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers. Provide data and reporting of KPIs and trends to management, and advise management on any situations that may require additional client support or escalation.

Network Administrator

• Mar 2013 - Mar 2018

Responsible for the implementation and maintenance of all network and computer systems for the corporate office as well as provide technical assistance to home office staff, franchisees and all retail locations needs and inquiries to assure their stability and functionality. Responsible for the implementation and maintenance of all network and computer systems for the corporate office as well as provide technical assistance to home office staff, franchisees and all retail locations needs and inquiries to assure their stability and functionality.

Network Administrator

• Sep 2009 - Mar 2013

Administer computer networks for various small businesses around the Omaha area Administer computer networks for various small businesses around the Omaha area