Accomplished, results-driven Management Professional with 12+ years experience SUMMARY in complex environments spanning 4,000+ users in 18 companies and 24-hour Helpdesk operations at Sloan Kettering Cancer Hospital. Broad expertise in project management, hardware/software/network support, procedure development, problem resolution, training, testing and Website development. • Proficient in working with IT/business managers to effectively prioritize activities and achieve defined objectives. Ability to translate business requirements into IT solutions. • Consistently demonstrate practical yet imaginative approaches to service delivery, workflow management and process improvement. • Flexible and resourceful, using exceptional organizational, time-management and planning skills to deliver projects on time/on budget.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	11/2005 - Present
Griswold/Special Care	(Confidential)	10/2001 - 10/2004
Entex Corp./Sloan Kettering Cancer Hospital	(Confidential)	1/1996 - 9/2001

SCHOOL	MAJOR	YEAR	DEGREE
US Army/San Antonio TX	Medic	1991	Specialist Degree
Northern Arizona University	General Studies/Biology/Anthropology	1990	Bachelor Degree

Highlights:

Some of my more prominent accomplishments include: • Built and managed a 24-hour Helpdesk supporting physicians, nurses and staff at Sloan Kettering Cancer Hospital. Grew staff from 10 to 50 and developed all Helpdesk procedures and training, leading to an increase in customer satisfaction from 28% to 92% and closure rate from 21% to 81%. Also played a major role in creating a database unique to the environment, now being used as a model for other cancer institutes. • Spearheaded development of a Helpdesk training Website and comprehensive knowledgebase articles, improving morale and client satisfaction for over 4,000 end-users across 18 companies at Core Media Technologies. • Key resource in converting a small healthcare business (Griswold/Special Care) from an all paper-based environment to one with a working peer-to-peer network and automated tracking systems, dramatically increasing efficiency. My business acumen, technical expertise and leadership qualities have all been factors in the success of a number of highly visible projects. Additionally, I can offer your company a positive, proactive management style, a sincere commitment to personal integrity, a passion for customer responsiveness and a relentless pursuit of excellence.

Companies I like:

IBM, JWT, General Electric

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Helpdesk Specialist
• Helpdesk Manager
• Computer Specialist
• Project Manager

• Spearheaded development of Helpdesk training Website, by self-learning HTML and solely creating a comprehensive 35-page site for new hires. • Go-to resource for management in resolving complex problems and leading new projects that arose from the addition of new clients.