Information Technology Solutions Manager

• May 2021 - Present

Solutions Engineer

• Nov 2017 - May 2021

-Scope and plan out moves/additions/changes to existing client IT systems.-Develop scoped project plans related to major changes like cloud migrations, major hardware replacements-Create formal proposals based on scoping information to create and seek approval on proposals from clients.-Perform project management functions related to scoped work in relation to client expectations, delivery (on budget/on time) and finance. -Collaborate with Project Department to provide feedback/changes needed for future scoping/delivery challenges.-Evaluate current client needs in relation to hardware/software solutions.-Research and develop new technology solutions based on feedback from clients/internally to changing environmental needs. -Test and deploy new solutions internally to determine if chosen product provides intended value. -Manage external 3rd party vendor relationships on chosen product stack and collaborate on latest product updates/changes. -Be an expert for clients and internally on chosen product stack-Perform proactive account management on a reoccurring basis with existing clients to assist with changing client demands.-Manage client expectations and relationships outside of proactive meetings based on client needs.-Perform sales functions for routine client requests for hardware/software/renewals. -Perform annual IT audits for existing clients which includes documentation validation, report analysis, budget creation and performing presentations with C level persons including owners/CEO/CFO/COO. ----Attending conferences/panels/presentations/trainings on new and emerging technology including hardware/software/SAAS products as it relates to our product stack and client demands.-Assist with evaluation/audits of prospective clients, development of correct IT solutions, creation of proposals and presentations for prospective clients-Assist with creation of annual sales forecasts-Assist with contract evaluations, pricing, creations and presentations Show less

Solutions Specialist

• Nov 2016 - Nov 2017

Field Support Technician

• May 2015 - Nov 2016

Help Desk Specialist

• Jan 2014 - May 2015

Tier 3 Solutions

• 2010 - 2013

Tier 3 Solutions is the ability to be able to handle any one situation or problem that may arrive within the call center. I worked on Consumer Outreach handling sensitive or escalated contacts usually involving the identification new trends within the contact center and then reporting my findings so that upper management can address and resolve them. Other responsibilities included Consultation where I was a point person for any employee to reach out to for questions or concerns on anything from troubleshooting steps to company policies. I also took Advanced WIFI calls, chat support and emails. I worked on various projects including back-end administrative duties sometimes including large quantities of money. The last 6 months I worked at Nintendo I worked on the Consumer Experience project which involved Data Mining and analyst. The goal was to report new or on going trends being discussed by consumers via multiple social media outlets. To sum up my position at Nintendo I worked 5 different jobs into one and needed to be flexible and prepared to take on any project or group of skills sets to help the company maintain it's excellent consumer support. Show less

Technical Support Representative

• Aug 2006 - Feb 2008

At Wave Broadband I spent my 2 years there as a consumer support representative helping consumers with technical issues across all telecommunication types, including VOIP, Cable TV and Cable Internet. As I spent more time and learned how to operate in a call center, I started to help with new hires during the training, teaching them how to communicate to consumers and use the tools involved with their everyday job. I also help gather information and manuals for many of the common TV's and Router's at the time. Show less