Seasoned IT professional with exceptional leadership and project management skills. Well-organized, systematic and diplomatic in building consensus and spearheading teams. Specialize in internal enterprise applications and successful help desk solution management planning and implementation.
Skills
Project Management
Budgets
Help Desk (SLAs)
IT SOPs
Contracts
Successful track record (Coach with Strong Leadership skills)
Customer service
Cross functional Training
ISO 27001 Compliance
Negotiation
Communicator (News Bulletins)
Key member of Corporate Information Technology senior team
Experience
Technology Manager, Sr. IT Team Lead, 07/2019 - Current Raytheon Technologies Corp – Tulsa, OK,
A key member of the CIT senior leadership team, primarily responsible for the ongoing operational excellence of MJH Life Sciences' technology operations and customer service functions.
Manages stakeholder expectations and facilitate communications.
Recruits, hires and manages Help Desk/Support team.
Manages Help Desk Software (Manage Engine) along with help desk staff and outside vendor resources.
Develops a consistent practice of professional development for all staff, ensuring that each member of the team continues to grow professionally in all aspects of their development.
Sets and continually manages project expectations with team members and stakeholders.
Creates an inspiring team environment with an open communication culture.
Develops, tracks, and publishes robust accountability metrics on performance and operational excellence.
Creates SOPs for all IT functions.
Creates Milestones ensuring project management.
Creates standard Project Management Framework for all technical projects/initiatives.
Oversees a robust IT security program, ensuring layered security and compliance with relevant security requirements (a key member of the IT Compliance Team).
A key member of the senior leadership team to established and complete ISO 27001 and Withum Assessment.
Manages IT Managed Solutions Environment.
MDM Technical Support/Customer Success Manager, 03/2011 - 07/2019 Vox Mobile – City, STATE,
Field incoming calls & emails; creating emails in Active Directory/Exchange Activated CTN/SIMs through T-Mobile & NexTem portal, created PGP keys for encryption MDM Administration and troubleshooting - Blackberry Server, VMWare, Airwatch, and XenMobile Enrollment/new activations for iPhones & iPads, Android & tablets.
Boosted customer satisfaction by working with technical and customer support teams to address and resolve concerns.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Scheduled appointments with Business Analysts to meet customer needs and resolve key concerns.
Supervised 200 customer service calls per week to track support issues and improve operating procedures.
Drove customer escalations to resolution by engaging directly with customers.
Help Desk Supervisor/IT Business Auditor, 07/2014 - 01/2018 Foundations Health Solutions – City, STATE,
Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams.
Business strategist; plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.
Managed and collaborated with cross functional organizational teams and workgroups on several releases of new applications, software and hardware updates.
Recruited, hired and supervised Help Desk/Support team and was responsible for issue management and ensuring the effective performance of the team.
Develops help desk and desktop performance metrics, budgets and reports; created strategies to continuity improve metrics.
Created/updated help desk documentation, including procedures, processes and training guides for new application support.
Supported multiple projects; attended meetings, coordinated activities, and communicated project status to project stakeholders.
Participated in IT change control meetings and providing information to help desk staff.
Performed Root Cause Analysis for help desk and desktop hardware and software issues.
Responsibilities included managing primary contracts with client, including daily customer interface, price negotiation, processing contract modifications, and work requests.
Advised management of contractual rights and obligations and provides interpretation of terms and conditions.
Successfully recovered and / or saved more than $100,000 of 5,000,000 telecom budget annually.
Field Engineer II, 11/2008 - 07/2014 University Hospital Of Cleveland – City, STATE,
Provided tier 2 & 3 level desktop support to over 400+ end-users in a Windows environment in the medical areas of Pathology, Heart and Vascular and Case Western Reserve UH Staff and Seidman Cancer Center 1000+ laptops/PCs/Printers, Supported video conference, setup/supported Minolta microscope camera remote lab equipment, and public PC labs and printers Desktop support responsible for installing, configuring, upgrading and troubleshooting the hardware and software.
Used Ghost and SCCM imaging Heavy experience in managing and deploying Imprivata Single Sign-On with Clinical Workstations work flow (desktop and laptop) Participated in IT change control meetings and providing information to help desk staff Supported Operating Room equipment including POS hand scanners (installed and configured) Imprivata Administrator - managing user profiles and tokens usage Experience installing and maintaining the following applications; EMR AllScripts, Oracle, Microsoft Office 2010/2013, and Dragon Speak Strong focus on Windows 7 migration Project Active Directory Management iPhone and iCloud backup/restore - installed Airwatch and managed MDM server Certified HIPAA & PHI compliance training - 6 hours annually.
Education and Training
Associate of Arts: Fashion Merchandising/Marketing, Expected in 06/1989 - The North Coast College - Lakewood, OH, GPA:
Activities and Honors
Lorain County JVS Adult Center, Oberlin, Ohio (1997-1998 & 2008-2009)
Adult/Corporate Trainer – Microsoft Applications and Software Instruction
Provided Windows Operating Systems, Microsoft Applications and Software Instruction
Provided classroom training sessions, created user guides and technical manuals.
Developed and presented subject-appropriate curriculum for corporate training and college instruction. Key areas of experience; needs assessment, workshop presentation, curriculum design/development and group dynamics.
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