I successfully supervised the Help Desk and increased performance and standards by providing sound supervision, technical efficacy and creating policies and procedures. As the Tier II Supervisor, I provided superior leadership, project management, time effectiveness and maintained solid standards. • Maintained 90% resolution on Help Desk first calls. • Transitioned terminal systems to PCs to increase productivity. • Upgraded Windows XP to Windows 7 on approximately 12,000 computers. • Integrated tablets with Field2Base nursing software to 2000 field nurses. • Maintained warehouse duties and staff for shipment of PC, network and telecom equipment. • Supervised up to 11 technicians, measured staff metrics and performed annual performance reviews. • Worked with external vendors to purchase hardware, software and management console systems such as Tivoli Bigfix, Airwatch MDM. • Managed multiple projects and hardware/software roll outs simultaneously, all completed on or before deadline. • Created report analysis for employee performance tracking through Remedy for the Tier II and Help Desk departments. • Led weekly department meetings for overall company activity, current project status and technician ideas. • Configured and deployed Mobile Devices to all Sales and branch staff such as iPhones, Androids, Blackberry’s and iPads all managed from Airwatch and Citrix XenMobile. • Rolled out MDM console Airwatch and XenMobile for Enterprise Mobile devices for centralized management and security practices. Secured applications such as Cisco AnyConnect, Symantec and Adobe were pushed to devices from consoles. • Interviewed and managed temporary employees for various projects at both the Help Desk and Tier II departments. • Reviewed, adjusted and approved payroll using Kronos and ADP for staff. Approved/ denied all time off. • Daily supervision of team to ensure procedures, policies and standards upheld through ticket review, MS Project updates, staff one on ones and customer survey reviews.