Printing tool Download PDF

Veteran Status

Operation Enduring Freedom:

Kandahar, Afghanistan

Operation Iraqi Freedom:

Ramadi, Iraq


Experienced manager capable of leading diverse teams and projects of any size.  Seeking a challenging position that I can utilize my many strengths and capabilities



XP, Vista, 2003, 2007, Exchange, Server, Active Directory, Remote Desktop, A+

Leadership and Management

Event, Project, Program, & Incident

Remedy Ticketing Management

Healthcare IT Management

Personnel Management


Penn Foster, Scranton, PA 2007-2009

• AAS in Environmental Conservation

School of Information Technology, Fort Gordon, GA 2006-2009

• Advanced Non-commissioned Officers Course

• Basic Non-commissioned Officers Course

Work experience

Mar 2012Present

Team Lead, Service Desk

Community Health Systems
  • Responsible for day to day operations, works closely with 2nd and 3rd level Team Leads to ensure all processes are monitored, complete, and stable
  • Provided continuous communication with manager concerning staff and shift statuses
  • Provides team training, coaching, and issue resolution
  • Served as the active manager during absences
  • Ensure SLA and OLA are met, reporting trends, and understands and produces KPIs
  • Prioritize requests communicating with level 2 & 3 support
  • Monitor incident queue and assign tickets to team
  • Prepare staff schedules for holidays, vacations, and other duties assigned
Feb 2011Mar 2012

Senior Systems Administrator

Informatics Corporation of America
  • Senior Systems Administrator, responsible for Tier I-II client support
  • Technical Manager for client facing help desk
  • Provided triage and technical resource escalation
  • Managed and audited ticketing system to ensure timely resolution
  • Performed as Event Manager for Data Center Operations, responsible for resource allocation, communication and project resolution
Jun 1997Feb 2011

Platoon Sergeant

United States Army
  • Responsible for the day to day training, education, health & welfare for 50 soldiers
  • Conducted Live Fire Tactical Shooting Ranges
  • Provided leadership and guidance for subordinates


James Hines

Joe Orange

Created withVisualCV