Work History
Work History
Oct 2012 - Oct 2015
Night Supervisor
NOC Voice
Night Supervisor-Intrado  Manage voice technicians  Manage remote routers for 911 voice services  Problem, Change, and Incident Management  Monitoring of alarms for vital systems  Reporting of alarms to internal business units  Remote Support of Windows XP and Windows7 Support in a 911 PSAP environment  Onsite Technician support  Help Desk Call taking and ticket handling  SQL, Antivirus, and Backup support
Apr 2011 - Jul 2012
It Support Clerk
Rocky Mountain Christian Church/Rocky Mountain
IT Support-  Supported 2 campuses and the Academy for over 100 machines and 45 staff members 
Jul 2009 - May 2011
Dispatcher
GSMRT Account Focal
Dispatcher/-  Led projects to improve/recreate processes IBM's Global Delivery Framework.  Subject Matter expert for GSMRT reporting, this is IBM internal reporting tool for Service Levels.  Project Manger for Several accounts transitioning from one ticketing system to Maximo.  Account Focal for several accounts for reporting and measurements.  Manage changes, problems, IMAC, asset and Service level reports for external accounts.  Work with internal technical teams for escalation.
Aug 2008 - Apr 2009
Manager
Service Delivery
Manager-IBM  Led a 25-person team through project completion and problem resolution for client, Agnesian Healthcare; liaison between client and delivery support organizations.  Ensured compliance with Service Levels and contract specifications for network, server support, service desk, tape management, and change/problem/asset management.  Capitalized on opportunities for service delivery improvement, developing and executing plans.  Reduced complexities of contract delivery and eliminated discrepancies by interfacing with key stakeholders, including doctors and IT director, to redefine and understand expectations.  Managed replacement of outdated firewall equipment, bridging collaboration among multiple groups over one-month period to ensure minimal client downtime.  Improved morale after shift to new service provider, engaging team to structure printer installation and testing process that delivered an estimated $25K savings in annual support costs.
Sep 2005 - Aug 2008
Desktop Support Team Lead
IBM
Desktop Support Team Lead-  Daily operational support of desktops for client ABN AMRO Bank  Managed tickets to support personnel to meet internal SLA's.  Managed changes, problems, IMAC, asset and Service level reports for client ABN AMRO Bank.  Work with internal technical teams for escalation.
Dec 1989 - Jul 2002
Staff Sergeant
United Air Force Reserves
C-130 Aircraft Loadmaster/Staff Sergeant-  Headed loading/unloading and aircraft preparation for international flights to South America, Central America, and Europe to ensure safety, aircraft balance, and cargo delivery; recipient of Air Medal award for efforts during Yugoslavia humanitarian relief..