Transitioned a 8-5 Helpdesk into a 24 x 7 Network Operations Center. Which provided Level 1-3 troublshooting for network routing, data and voice, and Server support.

Provided the foundation and wrote process and procedures for the Service Availaiblity related to Incident Management. Including the ticket work flow process.

Responsible for driving the efficiency and effectiveness of the Incident and managing and coordinating activities between multiple ‘n’ level support groups to ensure adherence to Service level Requirements (SLR) where multiple groups are needed to resolve a single incident. Providing effective communication to Senior Management, Customers, Users, and Technical staff. Conducting a thorough analysis and preparing the Major Incident Report (MIR.) for every Major Incident after it is closed

Supervise Netsync technical staff Desktop Support and Helpdesk team’s day to day management and workload. Establish single point of contact for issue resolution and change management Ensure SLA's are being meet by meeting with customer IT management teams at regular intervals t review performance against service level agreements. Develop guidelines and methodologies to ensure that the nature of each service call is well understood by both parties from inception to resolution.