Manager, Enterprise Desktop Support - TMF Health Quality Institute - Austin, TX
(2013-07 - 2026-07)
- Manage day-to-day operations, ticket queues, and performance metrics for the Desktop Support staff, consistently meeting and exceeding systems infrastructure and operational SLAs.
- Formulate and execute IT operational best practices, processes, and policies to maximize customer satisfaction and team productivity.
- Direct the recruitment, scheduling, discipline, morale, and performance reviews of technical support staff.
- Conduct training for desktop support staff on operational procedures, troubleshooting techniques, and emerging hardware or software applications.
- Oversee IT department procurement, managing software licensing, hardware inventory, and vendor support contracts.
- Played a key role in successfully acquiring and maintaining the organization's Authorization to Operate accreditation.
- Authored several critical operational policies and procedures for the IT Operations department.
- Negotiated Cisco Webex, Cisco Teams, and Dahill support contracts, resulting in a $60,000 cost savings in 2018.
- Audited corporate AT&T billing accounts to locate inefficiencies, securing $2,000 in monthly savings on mobile hotspots.
- Achieved and maintained 100% patch compliance management across TMF and C2C environments.
- Successfully facilitated the organization-wide Windows 10 migration strategy.
- Created and maintained the IT Operations SharePoint collaboration site to streamline internal support workflows.
Desktop Support Specialist (Contract-to-Hire for TMF) - TEKsystems - Austin, TX
(2012-09 - 2013-07)
- Answered user inquiries regarding computer software and hardware operation to resolve technical problems using interpersonal communication techniques.
- Utilized specialized tools including Kaseya for remote management, troubleshooting, asset management, patch management, and anti-virus administration.
- Authored and established the foundational technical support knowledge base currently used by IT Operations at TMF Health Quality Institute.
Senior Service Desk Analyst - HCA Corporation - Austin, TX
(2008-01 - 2012-12)
- Provided comprehensive remote and on-site technical support to hospital employees, doctors, nurses, vendors, students, and contractors requesting IT assistance.
- Diagnosed and resolved technical issues encompassing desktops, laptops, tablets, printers, fax machines, network systems, and VPN connectivity.
- Installed and updated software and hardware infrastructure while documenting requests and resolution procedures in the Remedy ticket system.
- Created and maintained the technical support knowledge base used by IT Operations.
Customer Service Supervisor - ALK-Abello Inc. - Port Washington, NY
(2006-01 - 2008-12)
- Managed an eight-member customer service team focused on processing customer orders and providing dedicated account support.
- Developed and maintained effective teamwork and communication alignment with the Outside Sales Staff.
- Participated in product and seasonal marketing campaigns, distributing promotions via phone, fax, and email.
- Recorded daily activities on key accounts and generated monthly productivity reports for senior management review.
National Service Center Supervisor - Cenpatico - Austin, TX
(2002-01 - 2005-12)
- Oversaw the day-to-day functions and phone activity of the call center team to ensure outbound quotas were consistently achieved.
- Reviewed and analyzed call center statistics in order to maintain high service levels and operational excellence.
- Provided ongoing coaching, training, motivation, team meetings, and one-on-one employee development sessions to ensure staff success.
- Served as an instrumental contributor in acquiring and maintaining corporate URAC accreditation.
