· Employment life-cycle management	· Project Management
· New Technology review and evaluation	· Client contact management
· Professional Development focus	· Customer Satisfaction focus

Professional Experience

DESKTOP SERVICES SUPERVISOR, 2002-Present

ePLUS TECHNOLOGY, Canton, Massachusetts

ePlus Technology is a provider of IT products and services, flexible lease financing, software and patented business processes.

Assigned to GTECH Corporation Desktop Services account (outsourced since 1999). Account is responsible for providing $600k to $1 million annual revenue for ePlus Technology.

Oversee management of onsite technical support for the GTECH Headquarters Rhode Island Campus. Staffing includes 7 technicians providing desktop services support to over 1000 employees between five buildings. Act as local liaison between GTECH management and ePlus Management teams. Determine hardware and software standards for GTECH Corporations global desktop standards. Coordinate technology review, vendor evaluations, pilot tests and global deployment of new technology. Manage staffing levels to accommodate needs based upon projects and assignments requested by GTECH management.

Selected Achievements:

¨ Coordinated move of client based technology equipment (desktops, laptops, network printers, etc) for 500 employees during corporate headquarters move (November 2006) and relocation of 400 employees remaining at old corporate headquarters facility (February 2007)

¨ Project Manager for worldwide Windows XP migration (2004) and subsequent roll out of Windows XP SP2 upgrade

¨ Project management, technology review, evaluation, testing and global rollout of Symentac Endpoint Protection (2009), Office 2007 (2008), McAfee Endpoint Encryption (formerly SafeBoot) Data Encryption (2008), and Office 2003 (2005)

¨ Desktop Support Customer satisfaction surveys showing over 96% satisfaction in four key metrics

o Time to Resolve (96.4%), Professionalism (98.5%), Overall Satisfaction (98%), Fixed First Time (99%)

CONSULTANT SERVICES 2008

Bryant University MBA related

WATERFIRE PROVIDENCE

WaterFire is a public art work that uses the urban experience and its attending visitors as an element within the artwork.

Consulting engagement to review current operations and offer suggestions on improving corporate sponsorships and individual donations and identify possible sources of grant funding. Final recommendations included major redesign of website to be more viewer friendly, redesign and relocation of onsite donation stations, new fundraising opportunities and restructure of volunteer tracking and identification.

NEW ENGLAND REVOLUTION

New England Revolution is the local franchise for Major League Soccer located at Gillette Stadium in Foxboro, MA.

Consulting engagement to evaluate franchise belief that adults who are members of local soccer teams do not attend Revolution soccer matches. Use of online and in person survey methods accumulated over 200 valid responses to determine correlation to franchise concern. Results analyzed and recommendations presented to increase attendance among soccer players in the region.

DESKTOP SERVICES SUPERVISOR, 2001 – 2002

SENIOR DESKTOP SPECIALIST, 1999 – 2001

DESKTOP SPECIALIST, 1998 - 1999

ELCOM SERVICES GROUP, Canton, Massachusetts

(Sold to ePlus Technology in 2002)

Elcom Services Group is an eProcurement software and services provider.

Responsible for the supervision the management and technical services for 6 technicians to include support queue management and employment life cycle of employees. Act as liaison between GTECH and Elcom management teams. Employment lifecycle to include interviewing, hiring, performance reviews, mentorship and termination.

Selected Achievements:

¨ Development of global hardware and applications standards for all client based computers

¨ Development of Windows 2000 and Office 97 software standards.

¨ Problem escalation second level support for Desktop Services and third level support to helpdesk

¨ Assist in transfer of Desktop Services from a GTECH department to an outsourced service from Elcom International.

CAPTAIN, SIGNAL CORPS, 1995 - 2003

U.S. ARMY RESERVE – Devens, Massachusetts

Assigned to 2/310^th Lanes Training Unit providing support for unit’s mission to evaluate the training and skills of National Guard and Army Reserve units in determination of unit deployability.

Assignments:

¨ Adjutant S-1 August 1999 – July 2001

¨ Planning and Operations Officer – S-3 Staff February 1996 – July 1999

¨ Signal Corps Officer Basic Course, Ft. Gordon, GA September 1995 – February 1996

Education & Training

Master of Business Administration (MBA) 2009, Bryant University, Smithfield, RI

Selected Courses:

Service Marketing, Business Consulting, Mastering Strategic Analysis,

Marketing for Competitive Advantage, Managing the Corporate Enterprise

Bachelor of Science (BS) Business Administration 1995, Bryant College, Smithfield, RI

Graduated Cum Laude

Professional Development Courses:

ITIL - Foundation Certificate in I.T. Service Management

Computer Related Certifications:

Microsoft Certified Professional

Dell Premier Access Certified Technician – Desktop, Laptop, Workstation, Server

A+ Certified Service Technician

Hewlett Packard Accredited Platform Specialist – Desktop / Workstation

Hewlett Packard Printer Certification

Hewlett Packard Total Print Management (TPM) Technical Professional

Lenovo Warranty Basics for Technicians (RXWT0-R1)

Information Technology Manager

Professional Experience

Education & Training