Experience

City of Riviera Beach

• United States
• Government Administration
• 100 - 200 Employee

• Chief Information Officer

  • Oct 2023 - Present

  United States



The School District of Palm Beach County

• United States
• Education Administration Programs
• 700 & Above Employee

• Manager, IT Operations -- Service Desk, Field Operations & Audio Visual Teams

  • Sep 2018 - Nov 2023

  West Palm Beach, Florida Area



PlumChoice

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

• PlumChoice Service Delivery Supervisor, Remote

  • Aug 2011 - Feb 2018

  Lowell, Massachusetts Manage premium tech support agents to provide world-class customer service and support for more than 1 million customers nationwide: • Assisted in merging multiple partner channels and support teams into one large, cohesive unit through cross-training and workflow standardization. • Eliminated interdepartmental communication breakdowns and missed customer service opportunities. • Saved company over $50,000 monthly in lost revenue due to employee schedule adherence, extended… Show more Manage premium tech support agents to provide world-class customer service and support for more than 1 million customers nationwide: • Assisted in merging multiple partner channels and support teams into one large, cohesive unit through cross-training and workflow standardization. • Eliminated interdepartmental communication breakdowns and missed customer service opportunities. • Saved company over $50,000 monthly in lost revenue due to employee schedule adherence, extended lunches/breaks and agent idle time. • Lowered inbound call volume by 30% in less than a year through data mining, customer call history and SCIP activity tracking. This was achieved through research, utilizing some of the industry’s best software repair tools, adjusting hiring practices and managing to success versus green line. Show less



Tire Kingdom

• Automotive
• 500 - 600 Employee

• Store Manager, #89

  • Oct 2010 - Feb 2011

  Supervise employees and run Tire Kingdom Store #89 to meet sales, unit, and profit budgeted objectives and deliver customer satisfaction.



TBC Corporation

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Help-Desk Analyst Tier III/Big-O Software Support Team Lead

  • Jan 2008 - Oct 2010

  Juno Beach, FL Monitored server operations and data back-up as the designated AS400 NOC Center Tech. Provided remote technical assistance for more than 2,000 retail locations nationwide: • Diagnosed and resolved technical hardware and software issues for retail location end-users. • Identified, documented and escalated system errors to avoid negative customer service impact. • Provided networking, software and hardware troubleshooting from an end-user perspective for wireless, wired and IP… Show more Monitored server operations and data back-up as the designated AS400 NOC Center Tech. Provided remote technical assistance for more than 2,000 retail locations nationwide: • Diagnosed and resolved technical hardware and software issues for retail location end-users. • Identified, documented and escalated system errors to avoid negative customer service impact. • Provided networking, software and hardware troubleshooting from an end-user perspective for wireless, wired and IP telephony services. Show less



Voortman Cookie Co

• Route Manager

  • Oct 2005 - Dec 2008

  Palm Beach County As independent distributor, grew sales and revenue of my business by 25%. Provided grocery store customers with superior in-store customer service in a defined territory. Collaborated with store managers to maximize display space to increase sales volume. Worked with DSD handheld system to order and invoice grocery customers. Organized, rotated, removed stales and stocked shelves during each store visit.