Realigned and led technical support group in managing network, desktop and datacenter infrastructure with accountability while providing first-class customer support. • Designed and implemented performance processes and procedures that streamlined the support model which and reduce departmental cost Supervised and developed support staff and partnerships with vendors and IT Operations. • Provided customer focused leadership and efficient daily technical support for California and remote branch offices. • Managed department budget, establishing and strengthening vendor relations that assured business continuity, led status meetings and provided technical recommendations. Installed and configured Microsoft SharePoint server with support applications. • Developed and configured Wintel infrastructure environment for SharePoint Proof-of Concept project. • Evaluated client satisfaction, initiated performance analysis, coached and mentored support team to enhance personal growth, oversaw software compliance and software licensing agreements. Achievements: • Substantially reduced overhead and operating cost through vendor contract negotiations, platform and support model standardizations and IT expenditure accountability. Additional overhead cost reduced by 50% via contract renegotiation. • Improved corporate communications and IT support efficiency by developing customer centric software training programs for engineering, developers, operations and executive staff. This program resulted in a 5 to 10% decrease in helpdesk calls. • Launched and led business continuity strategy through vendor accountability and strategic partnerships to assure access to state-of-the-art technical solutions and seamless recovery programs with all applications, networks and storage technology. • Provided timely responses to complex requests, internal and external customer satisfaction increased. • Developed desktop platform and suppor