Experience

The MetroHealth System (Cleveland, OH)

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Windows Server Engineer

  • May 2021 - Present



Columbus Regional Airport Authority

• United States
• Aviation & Aerospace
• 100 - 200 Employee

• Senior System Administrator

  • Jun 2019 - May 2021

• Service Desk Manager

  • Jan 2018 - Jun 2019

• Service Desk Technician

  • Aug 2016 - Jan 2018



Avita Health System

• United States
• Hospitals and Health Care
• 400 - 500 Employee

• IT Analyst

  • Jun 2015 - Jul 2016



PlumChoice

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Supervisor

  • Jan 2015 - Jun 2015

  I managed a team of remote technicians who provide technical support to a nationwide customer base. I monitor their day to day activities while providing direct feedback and coaching to help them improve their skills and performance.

• Technical Sales Supervisor

  • May 2013 - Mar 2015

  • Provided assistance to employees that have issues with various programs located within Citrix environments• Maintained internal SharePoint site with updated documents outlining policies, procedures, and various job aid’s• Worked with technical sales representatives to improve their overall performance• Reported team performance metrics to Technical Sales Manager• Monitored activities of Technical Sales Representatives through recorded sessions, recorded voice calls, and E-mails• Assisted with the hiring of new Representatives• Responsible for completing employee annual reviews• Provided training of newly hired employees as well as on-going training for tenured representatives• Conducted quality assurance on representative calls while providing direct feedback to the representative• Responsible for setting representative monthly goals and providing coaching to ensure the goals were met• Provided direct feedback and coaching to ensure employees understood what monthly metrics they had to meet

• Technical Sales Lead

  • Aug 2012 - May 2013

• Technical Sales Representative

  • Feb 2009 - Aug 2012

  • Provide outstanding customer service• Handle inbound and outbound sales calls• Trained new representatives on proper work policies and procedures• Worked independently via VPN• Assisted customers with troubleshooting of PC issues• Responsible for accurate diagnosis of customer issues while offering the correct level of support• Responsible for scheduling customer appointments• Responsible for upgrading customer concerns to correct outlet of service• Member of user acceptance testing team for new internal software and database launches• Very experienced with the ICOMS system and procedures• Created training documentation used for new hire and tenured employee training• Regularly exceeded monthly sales goals• Maintained a monthly close rate of 17% with a call volume of 600 or more calls



Byers Ford Lincoln Mercury

• Master Parts Specialist

  • Aug 2008 - Feb 2009

  • Provide excellent customer service• Average monthly sales of $62,500• Individual yearly sales of $750,000• Average gross profit percentage of 23%• Provide product price and identification number by using software directory• Inventory control and monitoring• Handle inbound and outbound sales calls• Provide delivery drivers with pick and drop off information• Purchase products for the company that allows service technicians to complete jobs • Provide excellent customer service• Average monthly sales of $62,500• Individual yearly sales of $750,000• Average gross profit percentage of 23%• Provide product price and identification number by using software directory• Inventory control and monitoring• Handle inbound and outbound sales calls• Provide delivery drivers with pick and drop off information• Purchase products for the company that allows service technicians to complete jobs