Directly report to the Chief Technology Officer, providing strategic oversight of IT support operations and taking full ownership of departmental outcomes.

Manage 24/7 IT Service Desk

Conduct Interviews, identifying appropriate KSAs

Point of Contact Company wide to address IT Issues

Point of Escalation

Lead and manage a 24/7 IT Service Desk, serving as the primary point of contact and escalation for all company-wide IT issues.

Provide Technical Support to clients using our SaaS Platform and internal employees

Create new processes

Document Standard Operating Procedures

Train IT New Hires on IT processes

Oversee a team of 4-6 technical support technicians, focusing on professional development, performance management, and career growth through regular one-on-one coaching.

Support IT Service Desk Team

Manage the service desk ticketing system, creating workflows and leveraging weekly KPIs to monitor performance and drive continuous improvement.

Communicate changes with several teams, work with HR directly for on-boarding and off-boarding employees

Accept responsibility for successes and failures on behalf of IT Department

Create and maintain IT Schedule including Oncall and Holiday schedules

Collaborate with cross-functional teams, including HR, to streamline onboarding and offboarding processes and ensure seamless communication across the organization.

Approve Time Cards

Present to Internal New Hires, familiarizing them with IT Processes (SLA's, Security, contact information, etc)

Earned a promotion to IT Manager by taking on team leadership responsibilities, and I continue to provide hands-on support and expert guidance to the team in addition to my managerial duties.

Led a high-performing Service Desk team of 5 IT professionals, ensuring the delivery of exceptional customer support and achieving 98% satisfaction ratings.

Provide Technical Support to clients using our SaaS Platform and internal employees

Create new processes

Developed and maintained a comprehensive IT ServiceDesk knowledge base, improving self-service capabilities and reducing resolution for both internal and external audiences.

Train IT New Hires on IT processes

Encourage personal development and growth

Mentored and developed IT technicians through regular one-on-one coaching sessions, fostering continuous learning and bridging skill gaps to enhance team capabilities and company performance.

Support IT Management

Developed, implemented, and monitored Key Performance Indicators (KPIs) for the Service Desk, providing data-driven insights and reports to Senior Service Desk Management.

Manage Service Desk ticketing system (create workflows, manage existing)

Communicate changes with several teams, work with HR directly for onboarding and off boarding employees

Accept responsibility for successes and failures on behalf of IT Department

Managed IT technician schedules and optimized the On-Call calendar, improving team efficiency and client service.

Work with other Teams within the company

Approve Time Cards

Present to Internal New Hires, familiarizing them with IT Processes (SLA's, Security, contact information, etc)

Orchestrated and oversaw IT projects

Served as the primary point of contact and escalation for critical internal IT issues, collaborating with cross-functional teams to resolve complex problems and achieve organizational goals.

Recognized with the "Employee Spotlight - BHL Spotlight 06/24" for outstanding contributions and leadership.

Create accounts for new hires

Provide Expert Technical Support to external customers and internal employees

Provide Technical Support for SaaS Platform

Maintain IT Inventory and assets (Desktop, Laptop, Keyboard/Mouse, Headsets)

Prepare machines for deployment

Ship machines to new hires

Provide IT Support to RII-International (local & remote) and Behavioral Health Link (remote)

Process Terminations

Train IT New Hires on existing processes

Create, maintain, and terminate accounts in Azure (Entra, Identity), Exchange Online, SaaS Platform, Sharepoint, etc

Participate in rotating IT Oncall shifts

Document existing IT processes, refine, and implement new processes.

Lead IT New Hires, provide expert advice and guidance, managing schedule, point of escalation

Work with other teams to implement changes company wide

Project Management

Provided comprehensive desktop support, resolving hardware, software, and network issues for 650+ onsite users across 7 call center sites (Progrexion ASG, Lexington Law Firm, CreditRepair.com, Credit.com).

Manage, Maintain, and terminate Internal Employee User Accounts in Active Directory and other systems (Avaya PBX, CMS, etc)

Vulnerability Remediation using Splunk for Vulnerability Gathering, Grafana for Identifying widespread vulnerabilities, and PowerShell scripting (amongst other techniques) for Remediation

Tracking time spent on projects, tickets, etc

IT OnCall requiring investigation of all systems and sites before start of business

Build, Troubleshoot, and Maintain onsite PC's

Managed IT assets, including deployment, maintenance, and inventory tracking for a large enterprise environment.

Transition from onsite to work-from-home

Participate in Daily IT meetings to collectively review work to be done, identify problems and solutions

Played a key role in the successful transition to a work-from-home model during the 2020-2021 pandemic, including disassembling a large corporate site and server room, ensuring uninterrupted client service and operational continuity for 300 users.

Participated in and contributed to major IT projects, such as Avaya OS updates, server updates, and firewall installations, adhering to strict change control processes to ensure seamless implementation.

Create SQL Scripts to better identify areas of improvement

Streamlined the part type review process by creating and deploying SQL Server stored procedures, securing buy-in from senior management for team implementation.

Manage and Maintain O'Reilly Auto Parts Electronic Product Catalog using Microsoft SQL

Responsible for the overall accuracy of the O’Reilly Electronic Product Catalog content by ensuring catalog data files are reviewed for accuracy and processed efficiently with value-add content where appropriate. 

Maintain the accuracy of the Electronic Product Catalog (EPC) by analyzing new content for accuracy and completeness using quality assurance tools.  

Analyze reported application discrepancies provided by all users of the eCatalog system and take action by implementing modifications to existing content or add new content to address reported discrepancies.

Communicate to the reporter of the discrepancy the outcome of actions taken to address and or correct the issue.

Develop and enhance value-add content in support of products within eCatalog database.

Value-add content consists of digital assets, marketing copy, features and benefits information, product level specifications, product cross references, cross sell content and keyword search alias content.

Interacts with trading partners to validate and acquire updated content in support of enhancing coverage and issues identified in original content set and communicate results of data analysis to management.

Ensure content supporting pending line changes or product line reviews is properly represented within eCatalog system prior to store release.

Creates application level eCatalog content in support of new product lines; if applicable product line content is not vendor supported.

Awarded the "You R.O.C.K. Award" for exhibiting professionalism, exceptional vendor communication, and diligent follow-up.

Trained for Team-Lead position including counting money in register at close of business, processing incoming and outbound inventory, inventory store

Follow and promote all company customer service programs, i.e. Hi-5, Low Price Guarantee, Rock the Call, Related Selling, Rock the Lot, etc.

Promptly greet retail/walk-in customers in a friendly, courteous manner and assist them in their selection of merchandise.

Assist managers and/or installer service specialists in serving the professional customers as needed and directed.  

Complete assigned company training relevant to position.

Provide excellent service to customers calling the store on the phone by answering all calls according to company policy, accurately looking up parts and quote prices, recommending premium and related items, and offering the Low-Price Guarantee.

Responsible for accurately maintaining and securing the cash drawer, accepting cash and/or checks, accurately making change, and processing credit card transactions.

Process exchanges and returns for credit in a friendly manner, and in accordance with company policies and procedures.

Address and resolve customer complaints in a friendly manner.

Assist with the completion of daily image maker, and planogram updates, including freight receival, stocking shelves, fronting and facing, cleaning, etc.

Perform various daily operational tasks, i.e., prepare new, core, and warranty merchandise returns to be shipped to the distribution center, assist with monthly stock adjustments, inventory cycle counts, etc.

Operate brake lathe and other store test equipment after corresponding training is completed and company requirements are met.

Perform various in-store services for customers (where state and local laws allow) - (i.e.; install wipers, test and charge batteries, test charging system, scan vehicle trouble codes, replace headlight capsules, etc.)