Experience

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  Hp

  Feb 2005 - Feb 2010

  Remote desktop support specialist, system administrator/database administrator

  • Delivered wide-ranging technical leadership regarding operations, technical direction, and communication for the GM Online migration project. • Managed the successful implementation and completion of system upgrades in several plants location nationwide and completed a number of projects ahead of schedule.• Provided remote system administration/helpdesk support for software and hardware, installations, maintenance, upgrades, issue resolution, user account administration, and support while supporting thousands of users.• Resolved a variety of system, application, and remote connection issues, including VPN, dial-up, and WAN access issues while providing second-level support to GM customers globally.• Maintained open lines of communication with vendors and leaders while ensuring that all issues were resolved in a timely, professional manner to guarantee optimal system performance.• Responsible for PC upgrades, new hardware, data transfers, the creation of technical documentation and procedures to manage day-to-day support.• Delivered comprehensive on-site support to EDS and GM customers in the Detroit area while being responsible for hardware, software, and server issues and resolving break/fix incidents.• Led in terms of database administration for the group responsible for government travel arrangements and maintained full responsibility for the configuration and administration of the online database/call tracking tool.Notable achievements while in the position included:- Played a key role supporting the successful implementation of Microsoft Exchange in addition to Lotus Notes to EDS customers, leading in the installation, set-up, and data transfer.- Supported the Veteran Affairs MS Exchange project nationwide, building cluster servers configured with Microsoft Windows NT and Exchange for a project completed ahead of schedule. - Selected to spend 3 months in India reviewing processes to implement into GM, providing training as needed. Show less

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  Jackson

  Apr 2010 - Dec 2019

  • Work to improve analyst and team stats within a month in the position and in collaboration with other teams to drive improvements in both communication and Service Desk workflow. • Develop training plans for new analysts and create and implement analyst scorecards to drive continuous individual and team improvement.• Implement change to drive an improved knowledge base for the Service Desk and PGDS.• Provide daily, weekly, and monthly reporting to drive the continuous improvement of the Help Desk. • Manage teach schedules and staffing in lines with the needs of the business and operational efficiency. • Worked in collaboration with other IT departments and the Jackson business unites to ensure the proper process of tickets. Notable achievements while in the position have included:- Designed and implemented a more efficient process for Advanced Care incidents.- Successfully expanded the SSA program for the Service Desk, utilized to create a 1st and 2nd level Service Desk. Show less • Managed several IT projects within the Service Desk and worked with other IT department and Jackson business units to ensure the proper processing of tickets. • Created training and reference materials and provided training the new Helpdesk Analysts to drive increases in individual and team performance. • Recognized as the subject matter expert (SME) and trainer for the successful Remedy rollout.• Worked to organize, manage, and continually update the Service Desk knowledgebase.• Provide comprehensive support for all Jackson National employees, working with other teams to resolve real-time issues in a timely, professional manner.• Served in the role of acting backup manager for the Service Desk operations group. Show less

  • Information Technology Service Desk Manager

    Aug 2015 - Dec 2019

  • Senior Help Desk Analyst

    Apr 2010 - Aug 2015
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  Tech mahindra

  Dec 2019 - Mar 2021

  Information technology service desk manager

  • Serve in an IT leadership role previously held at Jackson National Life while in an interim position through the transition from Jackson to Tech Mahindra.• Work to improve analyst and team stats within a month in the position and in collaboration with other teams to drive improvements in both communication and Service Desk workflow. • Develop training plans for new analysts and create and implement analyst scorecards to drive continuous individual and team improvement.• Implement change to drive an improved knowledge base for the Service Desk and PGDS.• Provide daily, weekly, and monthly reporting to drive the continuous improvement of the Help Desk. • Manage teach schedules and staffing in lines with the needs of the business and operational efficiency. • Worked in collaboration with other IT departments and the Jackson business unites to ensure the proper process of tickets. Notable achievements while in the position have included:- Designed and implemented a more efficient process for Advanced Care incidents.- Successfully expanded the SSA program for the Service Desk, utilized to create a 1st and 2nd level Service Desk. Show less

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  Amerisure insurance

  Apr 2021 - now

  • Manager, IT Service Desk and Service Management

    Sept 2021 - now

  • IT Service Desk Supervisor

    Apr 2021 - Sept 2021