Experience

iVenture Solutions

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Technical Team Lead

  • Sep 2019 - Present



OrlanTech, Inc.

• United States
• Computer Networking Products
• 1 - 100 Employee

• IT Service Manager

  • Sep 2018 - Sep 2019

  Manage and direct the Service Department and the teams within.Plan and direct staffing, training and performance evaluations to develop and control service practices.Set schedules, goals and deadlines for the department.Manage hiring pipeline for service dept. technical personnel, performing interviews, evaluating candidates & making recommendations for new hires.Review & address client feedback regularly, to insure continued customer satisfaction ratings of 98%.Build & maintain strong client relationships.Analyze internal processes and recommend/implement procedural and policy changes to improve operations.Analyze client technical processes/policies and recommend, propose or implement custom solutions to meet specific needs.Organize and contribute to the planning, pricing, proposal and implementation of major sales opportunities.Project Management & Follow-up, insuring timelines, profit margins & client expectations are met or exceeded.Point of escalation for the entire Service Dept.Prepare and organize technical documentation and training materials to increase efficiency and overall quality/continuity of service.



Tech Hero

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

• Director, Client Services

  • Jun 2018 - Sep 2018

  Member of Corporate Executive Team.Manage and Direct the Client Services Department.Plan and direct staffing, training and performance evaluations to develop and control client service practices.Set schedules, goals and deadlines for the technical team.Hire and terminate technical personnel.Oversee the maintenance and repair of company technical infrastructure.Implement and maintain in-house line of business technologies, including PSA, RMM, Backup, Document Management EPP and related Cloud Solutions.Maintain and foster client relationships as Account Manager.Analyze internal processes and recommend/implement procedural and policy changes to improve operations.Analyze client technical processes/policies and recommend, propose or implement custom solutions to meet specific needs.Organize and contribute to the planning, pricing, proposal and implementation of major sales opportunities.Manage Projects insuring timelines, profit margins and client expectations are met or exceeded.Final level of technical support, receiving escalations when Technical Personnel are at impasse. Prepare and organize technical documentation and training materials to increase efficiency and overall quality/continuity of service.



Computer Business Consultants

• United States
• Computer Networking Products
• 1 - 100 Employee

• Director, Technology & Services

  • Jun 2015 - May 2018

  Manage and direct a team of technical professionals.Plan and direct staffing, training and performance evaluations to develop and control sales and service practices.Set schedules, goals and deadlines for the department.Hire and terminate technical and sales personnel.Oversee the maintenance and repair of company technical infrastructure.Implement and maintain in-house line of business technologies, including ticketing/billing, RMM, backup and document management solutions.Maintain and oversee company sales and use inventory.Review completed service requests for technical efficiency, quality of work and billing.Review and prepare invoices bi-monthly for all clients, addressing concerns and preparing justification of cost when applicable.Prepare reports, memos, letters, financial statements and proposals as necessary for clients.Maintain client relationships as primary account manager.Analyze internal processes and recommend/implement procedural and policy changes to improve operations.Analyze client technical processes/policies and recommend, propose or implement custom solutions to meet specific needs.Organize and contribute to the planning, pricing, proposal and implementation of major sales opportunities.Manage and perform a majority of service projects, assuring timelines, profit margins and client expectations are met or exceeded.Final level of technical support, receiving escalations when IT Analysts are at impasse. Prepare and organize technical documentation and training materials to increase efficiency and overall quality/continuity of service.Attend IT conferences as company representative.

• IT Systems Analyst

  • Jul 2012 - Jun 2015

  Perform service requests and maintenance tasks relating to:Windows Server 2003, 2008/r2, 2012/r2Server Roles including: Active Directory, DNS, DHCP, File, Print and TerminalHyperV and VMWare clustered and stand-alone platformsMicrosoft Exchange and SQL Server 2007 and laterWindows XP, Vista, 7, 8, 8.1 and 10 client Operating SystemsMicrosoft Office product suiteWindows Server Backup, Intronis, Acronis, SonicWall BareMetal Recovery, GhostFirewalls, routing, switching and VLANsUnix/Linux Support and MaintenanceKeep detailed time and billing records, specifically with ConnectWise ticketing application.Primary SonicWALL firewall sales engineer. Responsible for tracking license expiry, renewals and upgrades, including configuration and installation.Responsible for keeping personal time and schedule.Develop and maintain excellent rapport with clients.Prepare and maintain technical documents and procedures.Analyze information gained from technical service requests to suggest upgrades to client infrastructure, increasing sales ethically.Correspond with clients to discuss their options, needs and goals.Participate/contribute to staff meetings.Propose and participate in the implementation of innovative ways to increase company growth and profits. Some examples include: company vehicle, contributions to sales team and overhaul of SonicWALL sales practices.Assist with training technical staff, including escalations from Help Desk and Tier 1 Support members.Requested and accepted any and all responsibilities that would lead to the betterment of the organization, ultimately leading to a promotion after 3 years of technical service to a management level position.



Trend Construction, Inc.

• United States
• Construction
• 1 - 100 Employee

• Network Administrator

  • Feb 2007 - Jul 2012

  Design, propose, implement and maintain IT infrastructure for start-up government contracting company. Network includes:Hyper-V Host Server running 2 VM instancesWindows Server 2008 running AD, DNS, DHCP, File and Terminal ServicesWindows Server 2008 running Timberline Accounting Package45 Users35 Workstations and Laptops4 Network Printers2 Network Switches2 SonicWall FirewallsRemote Access including, Site to site and client VPN solutionsSole IT personnel for as many as 4 locations.Manage IT related projects. Examples include: Transition of domains during multiple company mergers and physical to virtual migration of servers to Windows Hyper-V platform.Ongoing maintenance and support of all devices and users.Administration and management of cloud email and file services.Implement backup and disaster recovery policy, including scheduling and performing device rotation for offsite backups.Implement network and domain security policies, including firewalls, access rules, NATs, VLANs and wireless/remote access policies.Encrypt and secure company data at rest and in transit.Build and maintain rapport with co-workers, aiding in resolution of any IT related issues.Confer/consult with department heads to plan major IT related product purchases.Through the present, continue to support and maintain company IT infrastructure.