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I am an IT specialist with experience in building help desk and support teams from the ground up. I have been successful in developing strategies and policies that have resulted in customer satisfaction scores of over 98 %, three years running. I am dedicated to the quality of service provided to customers and pride myself in being a strategic problem solver.  I have a management style that motivates staff productivity. I am highly organized and efficient in fast-paced multitasking environments; able to prioritize effectively to ensure timely project completion within a team environment with a positive attitude, effective communication skills and enthusiasm. 

Work experience

Dell Services/Northern Arizona Healthcare


IT-Desktop Support/Help Desk Manager

  • Coordinate large deployment IT projects
  • Maintain and manage over 4, 000 computing devices and over 4, 000 users.
  • Manage incidents, request catalogs and change management using Incident Management software.
  • Hardware ordering, tracking assets, conducting staff performance reviews and team building.
  • Developed the Help Desk for Northern Arizona Healthcare, including all procedures and policies used.
  • Services team, under my management has over a 98% customer satisfaction rating.
  • Make sure service level agreements are satisfied to match policy.
  • Provide training on desktop support, phone systems, nurse call system, Citrix, printers, mobile devices and networking.
  • Manage a staff of 23, including 1 supervisor.

Northern Arizona University

Aug 2008Oct 2008


  • Produced and Directed live division II college football telecasts.


Jan 1997Aug 2008

Commercial Producer/Director

  • Working with clients to get the most sales potential out of their advertising
  • Knowledge of non-linear editing software such as Pinnacle and Avid.

Extreme Computer



  • Building custom computers, install and repair of HP, Compaq, IBM, and Dell systems certified in desktop/laptop repair and installation Installation of wireless and wired LAN networks.
  • Knowledgeof all Microsoft OS systems and office Products



Production Manager/IT Engineer

  • Hiring, training and evaluation of all production employees
  • Designing and maintaining a yearly department budget
  • Overseeing the pre-production aspect of newscasts.
  • Maintained and installed IT infrastructure.