Project Services Manger

• Aug 2023 - Present

Service Delivery Manager

• Aug 2022 - Aug 2023

Service Delivery Manager

• Feb 2016 - Aug 2022

PICS ITech managed service division provides a full range of skills needed to direct and deliver a successful solution, including strategic direction, state of the art remote management and remediation, business analysis, management, system design, application development and systems integration. We partner with manufacturers, accounting & law firms, non-profits and other professional services in the Philadelphia Metro area and New York. • Work directly with executive team to develop managed services and high level operations of the company and work directly with all service staff on daily tasks • Manage a team of engineers to support over two thousand endpoints • Build and manage project plans, processes and documents, develop, deliver and manage IT services. • Excel at analyzing, planning and building dynamic work-flows through PSA/ERP system to facilitate resolution of internal and external requests, business requirements and project planning in order to maximize productivity and efficiency. • Analyze data to determine targetable areas of continuous improvement for labor, service desk, client profitability, operations and financial improvement of efficiencies • Develop custom gauges, reporting and metrics for daily/weekly/monthly assessment of value chain and clients • Confidently relate to and humanize technical concepts in order to communicate and negotiate with stakeholders Show less

Service Coordinator, Project Coordinator & Analyst

• Apr 2014 - Feb 2016

• Manage a team of engineers by coordinating scheduling and tasks • Perform ongoing business analysis of all aspects of company operations to identify opportunities for revenue growth and cost efficiencies by constructing matrix for addressing areas for increased gross profit margin for a total realization of an additional 27% of monthly recurring revenue. • Analyze Business Process Procedures to create detailed process descriptions, process mapping and flows. • Report on all findings, liabilities and targetable areas to staff and management as applicable to drive strategic initiatives and improve processes • Escalate high priority opportunities to executive management for implementation. • Triage, troubleshoot as needed as a Tier 1 Technical Support, track and escalate client requests and trends while supporting major business elements and strategies to anticipate and mitigate service interruptions or other issues before users and their IT environments are negatively impacted using ConnectWise system. • Manage multiple tasks simultaneously and adapt to changing responsibilities full swing. Show less

Financial Applications Technical Support

• Apr 2013 - Apr 2014

• Fielded inbound phone calls and emails from merchants regarding GoEmerchant online payment-processing products. • Guided merchants through the use of: online payment processing portal, iPhone and Android payment application, Point of Sale iPad application, QuickBooks Third-Party Integration plugin, 3DCart, Payment Page Builder, and documented gateway coding. • Documented and closed tickets for each phone call including purpose for client’s call and solution provided. Collected, analyzed and managed information about potential bugs, troubleshooting, and escalating to Development Team. • Performed extensive product testing and troubleshooting, bug replication and documentation, and worked with Development Team for resolution of new Point of Sale Software application. Created test plans for system changes and integrity of information. Show less

Dispatch Manager/Tier 1 Technician

• Nov 2011 - Sep 2012

• Engaged and tracked all incoming phone calls and issues with ConnectWise ticket management software—with responsibility for timely documentation, escalation (if appropriate), resolution and closure of trouble tickets • Technical troubleshooting within an enterprise environment, including desktop support, operating system optimization, Windows support, MS Office training, networking, Active Directory user account setup, password changes, Citrix client installation, manual drive mapping, system crashes, virus removal, remote desktop, remote software, adding mapped network printers, MS Outlook and Exchange/365 configuration, archiving user email, desktop hardware, wireless devices, Android/ iPhone support. • Daily reporting included backup consistency and engineer utilization audit. • Daily monitoring of alerting and metrics in order to reduce liabilities to clients, ensure prompt attention and deliver dedicated managed services package. Show less

Executive Administrative Assistant, Desktop PC Support, Process Development/Improvement

• 2008 - 2011

• Joined company as an Executive Administrative Assistant. • Analyzed operational business practices and acted as lean thinking Project Manager to oversee team through company-wide Maritz TFA for revenue growth, process implementation and improvement initiative; taking first place among over 150 Direct Buy franchises. • Built, documented and implemented a project plan for a ground-up delivery company that was profitable in the first month. • Regularly conducted cost and efficiency audits of facilities and vendors; saving an estimated 15% on annual energy costs and lowered waste management costs by 60%. • Designed monthly newsletter and print collateral for Maple Shade franchise. Performed Desktop PC support for 25 computers. Show less