US CLOUD

Technical Account Manager

Techncical Account Manager

Clarus Group

Service Management Lead

Moore Computing, LLP

Provide technical project structuring, budgeting, deadlines, & client facing service management. 
Drive customer success through streamlined processes, training, innovative resource allocation, & improved internal logistics with an emphasis on efficiency as well as customer success.

Technical Project Manager

Technical Account Manager 

Mid America Logistics

Information Technology Manager

Helping Hands IT

It's time to move forward, do something that actually helps people and provides results above just dollars.  we're here to help.
Helping St. Louis Non-Profits navigate their MSP contracts to prevent wasted dollars for unnecessary hardware & services that only line the pockets of various Managed Services Providers.

Volunteer VCIO/Business Consulting

Datotel

Work with the Account Management team to provide clients with a proactive, budgeted, consultant based approach to their IT goals & challenges.
Develop & implement onsite inspections & environment reviews for existing clients.
Develop strategic vendor partnerships to onboard new solutions & services to address various client requests.
Source new products & solutions for various client environments.
Develop End Point reporting for the Account Management team with the goal of providing clients with a proactive & managed approach to their environmental life cycling & fiscal IT budgeting.
Provide mid to high level technical process training to the Service Desk staff.
Implement new IT Partnerships specific to email & web security.
Provide on-site security presentations for multiple clients.
Develop product & service quotes for customers utilizing the Salesforce CRM platform.
Develop client facing, professional service scopes for contracts, quotes, & renewals without guidance or management involvement.
Solely revamp the quoting, documentation, & consulting process for the company.

Sales Engineer

Assist in the development of a POD Service model.
Work directly with clients & technicians to schedule remote or onsite work.
Act as a single point of contact for clients, technicians, & account managers for all service related incidents.
Provide monthly service metrics & SLA reports to account management for presentation to required customers.
Act as a mentor & point of escalation for service desk technicians.

Service Coordinator

Provide 1st line of customer support for a wide range of client environments & issues.
Assist with onsite projects including Exchange, Office 365, Office Moves, & ISP cutovers.
Provide guidance & training to Service Desk technicians.
Advise on current documentation & project implementation processes.

Senior Service Desk Engineer

MB Technology Solutions

Responsible for the overall execution & delivery of quality service to all customers. 
Develop technical training, vendor management protocols, & customer facing communication processes. 
Review, correct, & provide guidance for all technical, non-technical staff members. 
Directly handle customer service issues, questions, or concerns, both internally & externally.
Work with Project Coordinator to effectively assign & schedule appropriate resources for on the fly assignments.
Consistently drive company metrics around billable goals & all technical employee utilization with positive results.
Oversee all outstanding & aged customer support requests for timely resolution.
Develop high end service level metrics for top tier clients to ensure timely & accurate service delivery.
Work directly with Technical Account Managers & Client Account Managers to address customer technology needs or questions. 
Provide internal IT support for business critical accounting & procurement systems.

Information Technology Services Manager

Design, implement, & train a help desk from the ground up.
Interview for new technical personnel & develop training procedures.
Develop technical operational procedures, Interview, hire, & train all Service Desk / Field Technicians. 
Provide reporting on utilization, ticket times, & service delivery directly to the CEO/President. 
Assist in the training & implementation of an IT Director Position. 
Create & enforce ticket metrics based on contract & SLA agreements specific to each customer.

Service Desk Manager

Provide Remote & on-site support for a wide variety of client environments. 
Provide Support for the following Microsoft products: Server 2003, 2008, 2008 R2, 2012 R2, Exchange 2010, Essentials 2012, SBS 2003-2008, XP, Vista, Windows 7, Windows 8, Windows 8.1, Office 2000-2019, Sharepoint, Lync for Business, Office 365, Security Essentials, & Active Sync
Work with all manner of software, hardware, & web vendors for upgrades, implementation, & issue resolution.
Develop internal training manuals for backup review, documentation, & remediation.
Develop & train time entry & ticketing procedures utilizing the Autotask ticketing CRM solution.
Assist with the development & training of the Technical Account Manager role.
Provide 100% of all IT services, solutions, as well as consult for long term technology objectives.
Maintain a 92% to 98% utilization per fiscal year.
Provide 24/7 On Call support with an average of 1 week per month.
Assist in the design, development, & implementation of a managed services platform with full end point management.

Network Engineer

A proven, results driven leader with a strong background in Customer Service, IT infrastructure Management, Project Management, IT Business Development, VCIO, & Technical Client Services. 
24+ years providing top notch Customer Service across multiple industries has taught me the value of relationship building & the personal integrity it takes to maintain relationships with the goal being Customer Success.
“Put your customers 1st, you will always make money. Put your money 1st, you will always lose customers.”

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