Project Manager

• Sep 2019 - Present

Project Manager

• Dec 2018 - Aug 2022

Project Manager

• Oct 2017 - Dec 2018

Hosted Services Team Lead

• Mar 2016 - Oct 2017

Primary Responsibilities Ensure that Level 1 Consultants maintain quality customer service by managing WIP,SLA, and ticket metrics Managing the phone and chat queues Be the point of contact for client escalations Managing Level 1 employees’ time, metrics, and performance Training new employees and continual training. Acting as a transition team for new Cloud clientsAdditional Responsibilities  Assign Level 1 resources to P1’s or self assign Guide in troubleshooting, brainstorming ideas, and general question management fromLevel 1’s and interns Serve as client escalations when a CSM or other channel gets client call, email, orcommunication when an issue needs immediate attention WIP management - Maintaining ticket flow; ensuring level 1’s are moving tickets to thecorrect board and not letting tickets become idle SLA management - If tickets are not being responded to, find a resource to work theissue or self assign the ticket Phone and Chat queue oversight – Ensure consultants are logged into the queue andthat the full hours of Chat and Phone queues are staffed Support coverage for consultants when on PTO or projects. Assistance with hot clients becoming a second primary for this client to help out. Metric reminders go to team lead to follow up with consultant Manage escalation of service requests to the Technology team Review and approval of consultant time sheets, vacation, expense reports, etc. Foster KB submission, use, and continual training Provide On-Call after hours support on a rotating schedule with other team leads Day-to-day support activities including participation in ticket resolution Assume role as a liaison between product vendor support and hosted client Instill client confidence in Xcentric’s infrastructure, processes, and personnel Go onsite for client relationship and trust building Ensuring SOC compliance of direct reports Manage the after hours schedule and communicate with the team

Hosted Services Lead Consultant

• Sep 2015 - Mar 2016

Essential FunctionsServices Team (Technical Support)Assign Level 1 resources to P1’s or self assignGuide in troubleshooting, brainstorming ideas, and general question management from Level 1’s and internsServe as client escalations when a CSM or other channel gets client call, email, or communication when an issue needs immediate attentionWIP management - Maintaining ticket flow; ensuring level 1’s are moving tickets to the correct board and not letting tickets become idleSLA management - If tickets are not being responded to, find a resource to work the issue or self assign the ticketPhone and Chat queue oversight – Ensure consultants are logged into the queue and that the full hours of Chat and Phone queues are staffedSupport coverage for consultants when on PTO or projects.Assistance with hot clients becoming a second primary for this client to help out.Consultant scheduling and on call scheduling with Support Department Manager’s assistance. Metric reminders go to team lead to follow up with consultant Foster KB submission, use, and continual trainingProvide On-Call after hours support on a rotating schedule with other team leads and support department managersDay-to-day support activities including participation in ticket resolution Maintain an in-depth knowledge and understanding of Xcentric technologies, hosted applications, and servicesProvide advanced technical support to Xcentric’s cloud servers, applications, and managed workstationsAssume role as a liais on between product vendor support and hosted clientInstill client confidence in Xcentric’s infrastructure, processes, and personnel Go onsite for client relationship and trust building

Hosted Services Consultant

• Jul 2013 - Sep 2015

Essential Functions-Day-to-day support activities including participation in ticket resolution-Responsible for responding to tickets, troubleshooting issues through to a resolution, and/or escalating tickets as needed, all while following all documented procedures-Maintain an in-depth knowledge and understanding of Xcentric technologies, hosted applications, and services-Manage multiple tickets at one time-Function as Primary Support Engineer for designated clients-Assist in developing documentation, knowledgebase and best practice guides-Communicate highly technical information to both technical and non-technical users-Provide advanced technical support to Xcentric’s cloud servers, applications, and managed workstations-Assume role as a liaison between product vendor support and hosted client-Instill client confidence in Xcentric’s infrastructure, processes, and personnel-Go onsite for client relationship and trust building-Provide On-Call after hours support on a rotating schedule with other Consultants-Provide assistance to the project team by completing assigned tasks and supporting onsite resources-Participate in the onsite portion of a project as needed-Provide feedback to the Project Manager for any process during the on-boarding that needs improvement-Assist other departments as needed-Complete special projects and tasks assigned by management

Helpdesk Supervisor

• Mar 2012 - Jul 2013

Track all tickets, make sure they are assigned, updated, and closed. Provide assistance for technicians with issues they can't resolve.Lead major projects as the main contact.Perform yearly reviews.Approve PTO and overtime as needed.Continue to perform all duties listed in Helpdesk Technician Level 2.

Tier 2 Helpdesk Technician

• Jul 2010 - Mar 2012

Answer incoming calls from users about system problems.Analyze problems and diagnose system issues. Diagnose customer network issues denying remote access.Build servers in Windows Server 2003 and 2008 R2, from scratch to full production.Install applications, web add-ons, and specialized programs specific to customer request.Set up all new agencies and new users in Active Directory. Set security and options in GPO. Track all request, calls and emails in ConnectWise ticket system.In charge of time clock, keeping time for all technicians in the office.

AED Server Repair Technician

• Oct 2009 - Mar 2010

Diagnose problems and issues with servers. Repair physical and software issues with servers. Image server, using Symantec Ghost software, test servers to guarantee proper repair. Diagnose problems and issues with servers. Repair physical and software issues with servers. Image server, using Symantec Ghost software, test servers to guarantee proper repair.

Computer Operator

• Aug 2006 - Sep 2009

Monitor all inbound and outbound interfaces to all medical systems. Maintain Data Center equipment; to include replacement of faulty hard drives, memory sticks, fans, and other hardware related equipment. Reboot and monitor all servers as analyst needs require, and on a quarterly basis. Support for Windows, UNIX, and Linux issues. Installation of new servers; to include racking, running server cables, and ensuring connectivity. Work closely with other team members during outages and on specific projects. Weekends: take helpdesk calls supporting most software/hardware for workstations as well as support basic issues with all applications. Answered calls at the Customer Response Center during the implementation of new Registration system.