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Work Background
FedEx Supply ChainManager of IT Service Delivery
Dec. 2021Memphis, Tennessee, United StatesLead cross-functional teams in IT service delivery for large-scale logistics operation spanning 85 sites. Spearhead continuous improvement initiatives in incident management, introducing Triage Incident Leadership Team to streamline ticket routing and reduce resolution times. Manage monthly major incident escalations, coordinating resolution activities to minimize operational disruptions. Mentor and develop team of 15 staff members. Partner with IT leadership to address systemic issues through regular Problem Management Forums.
● Established Triage Incident Leadership Team, significantly boosting efficiency in incident response and resolution.
● Reduced system downtime and improved user satisfaction through strategic incident management.
● Developed 15 team members' application support skills, fostering technical excellence.
● Partnered with IT leadership to drive long-term improvements in service delivery and problem management.
● Expanded from managing field support to overseeing major incident and problem management, demonstrating adaptability and growth.
NuVasiveAssistant Manager of the Service Desk & Desktop Support
Jun. 2019 - Dec. 2021Memphis, Tennessee, United StatesManaged team of 13 system administrators to support 2000 employees across various operations, including manufacturing, distribution, office, sales, and remote activities, both domestically and internationally. Led monthly quality assessments to ensure incident resolution consistently met or exceeded customer satisfaction thresholds. Provided strategic guidance on technology applications for continuous improvement, incorporating Lean Sigma principles. Streamlined inventory reconciliation processes through implementation of automation tools. Developed and enforced rigorous offboarding protocol to ensure timely account and access termination, meeting audit compliance standards. Enhanced service desk and desktop support operations by introducing innovative solutions and optimizing processes.
● Maintained customer satisfaction score above 96% through rigorous quality assessments and effective team management.
● Implemented automation that reduced inventory reconciliation time from 8 hours to 4 hours, driving efficiency.
● Developed robust offboarding protocol, ensuring secure and compliant account deactivation within 24 hours.
● Optimized global support functions by consolidating onboarding, offboarding, and after-hours assistance processes.
DatamaximI.T. Business Consultant / Owner
Aug. 2014 - Jun. 2019Memphis, TNProvide external, objective advice to organizations to influence and implement technical strategies. Offer specialized expertise in hardware, software, infrastructure and the management of these resources to companies that either don't have these skills or that need to augment them. Work with companies to outsource part or all of their IT services under managed services agreements.
Medtronic Spinal & BiologicsIT Manager
Nov. 2000 - Jul. 2015
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