Strategic Information Resources, Inc.

•Designed and implemented automation features in CRM tool 
•Architected and deployed Apple MDM zero touch solution
•Overhauled technical documentation management: merged multiple internal documentation systems, standardized process and controls, oversaw staff change management
•Automated workflows to improve SLAs 
•Designed standards for client Quality Business Review meetings
•Successfully launched client lifecycle management hardware
•Managed the clean up of duplicate client asset records across multiple products
•Provided technical and workflow related guidance on ticketing and documentation systems

Technical Operations Manager

PEAKE Technology Partners

•Managed team of 20 support engineers (Tier 1 through Tier 3 Support, Field Services, Build/Repair)
•Oversaw Support Services annual labor plan budget
•Lead weekly Operations Leadership discussions
•Lead recurring check-in meetings with interdepartmental leadership
•Identified and coached staff to continually improve processes, customer service, and technical skills and achieve white glove service
•Lead weekly meetings with clients to review service requests and process improvements
•Identified missing or outdated SOPs and creating/delegating necessary work to refine internal documentation
•Determined necessary improvements for internal/client delivered reporting and metrics
•Focused on future automation processes to reduce touch points and decrease turnaround times on repeat tasks

Accomplishments
•Stabilized Support Services staffing levels in 2022, decreasing annual turnover rate by 76%
•Participated in company “offshoring-solution”, hiring candidates in the Philippines to reduce departmental overhead and increase 24/7 support availability
•Addressed satellite office staffing needs and filled necessary technician roles for North Carolina-based office
•Singularly identified Support Services’ pain points and initiated interdepartmental collaboration meetings to refine processes and improve the customer experience
•Expanded Support Services leadership by adding Service Desk Leads and Service Operations Manager job roles
•Implemented break out of service boards to increase reporting and visibility of Proactive vs. Reactive requests
•Researched, architected, and implemented additional ticketing system tool integrations to increase security and reduce turnaround time:
      - Secure data transmission tool with audit logging
      -AD-integrated self-password reset tool
•Integral in the development of the strategy for managing, staffing, and hiring of 24/7/365 NOC department:
     -Overnight NOC Technicians
     -NOC Manager

Director of Support Services

Second Son Consulting, Inc.

•Managed team of 6-9 junior and senior support engineers
•Co-designed and defined processes for new internal documentation and asset tracking system (IT Glue)
•Knowledge of ConnectWise ticketing and asset tracking platform
•Tracked metrics of employee performance and revenue goals
•Audited employee work for accuracy and adherence to standards
•Coached employees when corrective action was required
•Admin and Subject Matter Expert for IT SOP and internal process documentation system (Atlassian Confluence)
•Successfully researched and implemented MDM solutions for mass deployment and management of assets
•Technical point of contact for engineers to review, assess and determine next courses of action
•Understanding and experience with public DNS, domain hosting, mail hosting, cloud solutions
•Experience with on-prem and cloud mail hosting solutions

Information Technology Support Team Manager

•Worked with clients to identify business needs and find economical and practical I.T. based solutions to improve efficiency
•Performed and/or managed budgeting, planning and implementation of office move projects, addressing all I.T. related and low-voltage wiring needs.
•Researched, provided statements of work and budgeting for new hardware or application/service needs.
•Tracked hardware assets and provided suggested hardware lifecycle replacements to amortize costs over time.
•Coordinated and worked with third-party vendors, service providers and contractors related to client projects 
•Managed approximately 20-30 small to medium business client accounts as the primary point of contact for support needs and long-term infrastructure projects
•Strategized with clients to develop processes for successful on-boarding and off-boarding of employees and life cycle replacements for I.T. infrastructure
•Discussed, planned and executed backup and disaster recovery solutions for clients’ critical data (CrashPlan PRO, Retrospect, BackBlaze)

Project Manager / Technical Account Manager 

•Specialized in Mac integrations in Windows environments
•Understanding of RAID storage and NAS storage solutions
•Well-versed with remote access tools (LogMeIn, Splashtop, TeamViewer)
•Coordinated and addressed Windows Server maintenance and hardware health checks
•Maintained employee records and share points within Active Directory
•Performed computer hardware repairs and upgrades as necessary
•Conducted remote and on-site desktop operating system and application support
•Assisted in on-site projects as needed for mass computer deployments or larger projects
•Knowledge of networking fundamentals and troubleshooting theory
•Deployed consumer level wifi networks such as Eero, Nest Wifi

Information Technology Support Engineer

Apple

•Assessed and resolved customers’ Mac OS and software related issues
•Advised on proper device and software configurations based on customer needs
•Provided accurate troubleshooting in resolving hardware related system failures
•Repaired all models of Apple branded computer systems
•Displayed excellent customer relations skills in addition to providing technological knowledge

Genius

Experienced IT Professional with a Mac-platform focus, looking for new opportunities

Knowledge of macOS/iOS/iPadOS/tvOS, Microsoft Windows, Microsoft Server, CyberSecurity tools, ConnectWise, Documentation Systems, Asset tracking systems. Project Management, Client Relations, Microsoft 365 products and Administration Consoles, Remote Support Tools, MDM Solutions, Technical Writing; Previous experience in management, customer service, computer sales and IT support; Excellent oral and written communication skills, strong mathematical aptitude; Passion for technology and the ability to grasp technological concepts quickly.

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