May 2022 – Jul 2023 · 1 yr 2 mos · Columbus, Ohio Metropolitan Area · Remote

Oct 2021 – Apr 2024 · 2 yrs 6 mos

Sep 2019 – Oct 2021 · 2 yrs 1 mo

• Manages a team of 13 Sr Technical and Technical Analysts to support customers using TMWSuite TMS
• Collaborates with Professional Services, Development and Infrastructure teams to deliver viable customer solutions to serve their TMS needs
• Utilized Key Performance Indicators to routinely meet SLA targets on a monthly, quarterly and yearly basis
• Responsible for the customer relationship for 300+ Transportation customers, serving as a point of escalation for the key customer accounts
• Established clear and definable career paths within Support, utilizing other parts of the business to help further define and continue careers
• Define and implement best support practices to improve Support Experience
• Managed through transition of entire support organization to a remote team environment during
• COVID outbreak, maintaining Key Performance Indicators

Aug 2020 – Apr 2023 · 2 yrs 8 mos

Dec 2018 – Sep 2019 · 9 mos · Columbus, Ohio

• Responsible for the overall user experience for the ITMS (Intelligent Telecommunications Management System)
• Collaborated with technical leads and architects to define technical specifications and workflows
• Defines the usage of system features and functions to meet business needs
• Established shared understanding of requirements with cross-functional Agile development team via
• user stories, process flows, and other analysis techniques
• Partnered with analysts in other application areas to ensure end-to-end solutions are cohesive
• Effectively documented business rules, non-functional requirements, and enhanced feature
• functionality to support current state documentation
• Facilitated front-line systems questions and conducted system research
• Well versed in ServiceNow tool and migrating legacy Tier 1 applications
• Developed and tested ServiceNow Service Catalog for enterprise request systems

Oct 2017 – Sep 2019 · 1 yr 11 mos · Columbus, Ohio Area

• Collaborated with Product Owner and business/technical stakeholders to elicit and analyze detailed functional requirements
• Collaborated with technical leads and architects to define technical specifications and workflows
• Defined the usage of system features and functions to meet business needs
• Established shared understanding of requirements with cross-functional Agile development team via
• user stories, process flows, and other analysis techniques
• Partners with analysts in other application areas to ensure end-to-end solutions are cohesive
• Effectively documented business rules, non-functional requirements, and enhanced feature
• functionality to support current state documentation
• Facilitated front-line systems questions and conducts system research
• Well versed in ServiceNow tool and migrating legacy Tier 1 applications
• Developed and tested ServiceNow Service Catalog for enterprise request systems

Oct 2013 – Oct 2017 · 4 yrs · Columbus, Ohio Area

• Managed team of 16 Sr. Analyst & Analyst who were responsible for over 2,000 servers, routers, switches & other infrastructure components
• Accountable for the continued high availability of all infrastructure components in a $155M Tier IV Data Center LEED Gold Certified Data Center
• Showed leadership by optimizing the Data Center South to perform data floor activities with 4 less staff, while gaining additional responsibilities from other Infrastructure & Operations teams
• Streamlined the team’s technical certification rate from 4 to 1 certification per person, by eliminating out of date certifications. All technicians were HP T-29 certified
• Achieved CI White Belt Status resulting in documented $50,000 in CI savings in 2014 & 2015.
• Conducted interviews & on boarded new associates, while being responsible for training of new &
• existing employees (Contractor & FTE)
• Monitored & assisted in daily work load management & daily On-Site Support escalations
• Worked closely with Data Center Leaders to ensure management’s direction & expectations are met
• Communicated clearly to individuals using coaching & feedback on a regular basis, while conducting
• routine audits of completed installations & decommissions
• Lead audit requests for Data Center processes & procedures, PCI data & access to the Data Center
• Represents On-Site Support in projects involving Data Center South (South Power Down, DCE
• migration, SAN Refresh) & Data Center East (Maintenance Transfer, Single Row Maintenance transfer
• & various other hardware refreshes)
• Maintained & updated various Data Center databases (Schedule, Job Tracker, Data Center Access)

Mar 2009 – Oct 2013 · 4 yrs 7 mos · Medina, OH

• Established new school infrastructure including LAN & Wireless equipment, IBM, HP, Dell servers, new workstations, computer labs.
• Responsible for installation & configuration of external filters for students & locating weaknesses in the firewalls & filtering software.
• Configured & deployed new virtual instances of licensing, storage & antivirus/antimalware servers, using VMWARE. These instances used Microsoft Licensing Deployment (KMS, MAK), Microsoft Security Essentials, Avast & Symantec Enterprise Antivirus Solutions.
• Build, tested & deployed the Google for Education suite for 10,000 end users K-12, & trained all staff on the features before deployment.
• Facilitated moving teacher websites from Moodle to Google sites & created End User policies to keep them secure.
• Routine maintenance of servers based in Windows (2003/2008/2008R2/2012) & Linux (SUSE, Ubuntu, Fedora, Red Hat).
• Responsible for the maintenance & upgrading of district wide computer network (1,500 computers & 4,000 end users).
• Administered district wide network using Microsoft Active Directory & Novell eDirectory
• Worked extensively with remote desktop to repair any simple end user problems
• Handled government mandated backup of entire school system using Symantec Backup Exec © &
• Veeam virtual backup software.
• Supervised School & Summer Programs of student worker program, mainly responsible for imaging of
• entire school district over the summer & during school breaks, along with the installation of new & the cleaning of old equipment

Jan 2004 – Mar 2009 · 5 yrs 2 mos · Solon, Ohio