Director of Product and Services

• Mar 2022 - Present

Director Of Operations

• Nov 2020 - Apr 2022

Manage the day to day operations of the business that drives our strategic goals. Develop and manage KPI's to enable amazing customer service and growth. Oversee Technical service, projects, and CSM team. Manage the day to day operations of the business that drives our strategic goals. Develop and manage KPI's to enable amazing customer service and growth. Oversee Technical service, projects, and CSM team.

Vice President Of Services

• Jul 2021 - Dec 2021

Director of Operations

• Jul 2014 - Nov 2020

Oversee Account Managers, Engineers, and project. Help manage the day to day operations will steering the company into the future through partnerships and training. Oversee Account Managers, Engineers, and project. Help manage the day to day operations will steering the company into the future through partnerships and training.

Senior Project Engineer

• Apr 2013 - Jul 2014

Designed and deployed solutions for small businesses primarily in the healthcare industry. This included reviewing the company’s business plan, budget, and goals to develop a tailored proposal. I was responsible for quoting the hardware, licensing, labor, training, and post support. This role handled the majority of the Project Planning and communication with clients. • Designed and deployed VMware 5.5 with High Availability. • Office 365 migration for email. • Virtualizing infrastructures. • Upgrading servers and Active Directory. • Deploying new applications, upgrading applications, and application migrations. • Managed E.H.R. upgrades. • Office Moves. • New Remote Desktops servers. • PCI Compliance

Service Manager

• Apr 2009 - Dec 2012

Managed a team of 14 engineers that supported 300 small businesses across the nation 24x7x365. Used KPI’s (hold times, average handle time, NPS score, etc.) to measure support and drive service levels. Manage all client service issues and collaborated with Account Managers and Project Service teams to meet clients’ needs and address client emergencies and at risk clients. Hired and trained all engineers and mentored the team to improve technical skills, stress management, and client relations. Handled all escalation from server engineers and technical emergencies. Lead all server support team development for Plumchoice, including staffing models, skill levels, training, and process. • Managed remote technical teams of L1,L2, and L3 remote engineers. • Managed 350 servers and 2000 desktops for the Everon brand. • Managed all client emergencies, and all at risk clients for Everon brand. • Maintained an 89% NPS score for Everon brand. • Average call volume was 450 calls per week. • Average server tickets were 400 per week. • Managed 24x7 supportfor all brands. • Average hold time for Everon brand was between 28 seconds and 33 seconds. • Launched and managed ATT Small Business Server support team. • Launched and managed ATTOffice 365, Tier 2 support team including liaising between Microsoft and ATT. • Launched and managed ATT Office 365 Advanced onboarding team. • 50% of engineers were promoted in 2012.

Director

• 2004 - 2009

Managed the day to day operation of the company including client satisfaction, retention, project services, client services, and personnel decisions. During this time we restructured the service model to include remote engineers for overflow and emergencies, increasing client satisfaction and stabilizing costs. We moved our CRM and tools to hosted solutions and developed new training paths for all engineers. • Managed the company through 300% revenue growth. • Restructured support team into two regions. • Acted as Technical account manager for 80% of clients. • Managed 10 field engineers. • Developed strategic directions for the company including tools, services, and training. • Reviewed clients networks and developed individual strategic plans and integrated the costs into budgets. • Designed, proposed, and managed Business Continuity plans. • Reviewed and approved all Projects plans. • Changed the support model to include remote support. • Planned and scheduled deployments of Small Business Server with clients and engineers. • Managed onboarding of all new clients. • Assisted clients with software solutions and negotiations including market studies.

Front Office Manager

• 2002 - 2005

Front Office Manager

• 2002 - 2005