Operations Manager

• Jun 2015 - Present

Manage all operations for the GSC AF formally the Medical Enterprise Service Desk (MESD); encompassing 2 geographicly separated detachments with 4 teamleads, 52 helpdesk operators, and 3 back shop departments consisting QA, Knowledge Management, Web Development providing 24/7 enterprise helpdesk support to 45k Air Force Medical Service (AFMS) personnel currently, across 85 separate bases. Reports directly to the Chief Operations Officer, DNA Ft. Sam Houston . Responsible for the MESD help… Show more Manage all operations for the GSC AF formally the Medical Enterprise Service Desk (MESD); encompassing 2 geographicly separated detachments with 4 teamleads, 52 helpdesk operators, and 3 back shop departments consisting QA, Knowledge Management, Web Development providing 24/7 enterprise helpdesk support to 45k Air Force Medical Service (AFMS) personnel currently, across 85 separate bases. Reports directly to the Chief Operations Officer, DNA Ft. Sam Houston . Responsible for the MESD help desk operations from the planning phase to implementation; while executing a robust integrated, automated, and cost-effective professionally skilled pool of computer technicians; managing the delivery of GSC helpdesk support functions. Develops reviews and integrates standardized operating procedures for centralize support services provided to customer base. Ensures sound customer service methodology followed, to optimize customer satisfaction and utilization, for 85 Medical Treatment Facilities (MTFs). Provides collaboration and coordination with 20 Program Management Offices and enterprise helpdesks, to develop defined levels of GSC service through negotiated agreements. Designs and implements effective courses of action to ensure the sustainment of the GSC using business goals, organizational structure, portfolio management, and process improvement techniques for future utilization and growth. Show less Manage all operations for the GSC AF formally the Medical Enterprise Service Desk (MESD); encompassing 2 geographicly separated detachments with 4 teamleads, 52 helpdesk operators, and 3 back shop departments consisting QA, Knowledge Management, Web Development providing 24/7 enterprise helpdesk support to 45k Air Force Medical Service (AFMS) personnel currently, across 85 separate bases. Reports directly to the Chief Operations Officer, DNA Ft. Sam Houston . Responsible for the MESD help… Show more Manage all operations for the GSC AF formally the Medical Enterprise Service Desk (MESD); encompassing 2 geographicly separated detachments with 4 teamleads, 52 helpdesk operators, and 3 back shop departments consisting QA, Knowledge Management, Web Development providing 24/7 enterprise helpdesk support to 45k Air Force Medical Service (AFMS) personnel currently, across 85 separate bases. Reports directly to the Chief Operations Officer, DNA Ft. Sam Houston . Responsible for the MESD help desk operations from the planning phase to implementation; while executing a robust integrated, automated, and cost-effective professionally skilled pool of computer technicians; managing the delivery of GSC helpdesk support functions. Develops reviews and integrates standardized operating procedures for centralize support services provided to customer base. Ensures sound customer service methodology followed, to optimize customer satisfaction and utilization, for 85 Medical Treatment Facilities (MTFs). Provides collaboration and coordination with 20 Program Management Offices and enterprise helpdesks, to develop defined levels of GSC service through negotiated agreements. Designs and implements effective courses of action to ensure the sustainment of the GSC using business goals, organizational structure, portfolio management, and process improvement techniques for future utilization and growth. Show less

NCOIC, (MESD) Medical Enterprise Service Desk

• Nov 2010 - Sep 2013

Developed and managed all operations for the the Medical Enterprise Service Desk (MESD) encompassing 2 geographicly separated detachments with 4 teamleads, 52 helpdesk operators, and 3 back shop departments consisting QA, Knowledge Management, Web Development providing 24/7 enterprise helpdesk support to 60k Air Force Medical Service (AFMS) personnel currently, across 85 separate bases. Reports directly to the Chief Operations Officer, AFMOA SGSI.

NCOIC Medical Information Systems

• Feb 2000 - Nov 2010

Medical Information Systems Technician

• Mar 1997 - Nov 2010