Experience

Insight IT

• Brazil
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Operations

  • Jul 2023 - Present

  Hired on to take operations to the next level. Hired on to take operations to the next level.



Menlo

• Financial Services
• 1 - 100 Employee

• Support Manager

  • Jul 2022 - Feb 2023

  Oversaw the complete rebuild of the support department staffing. This included hiring and training over 1/3rd of the entire staff. While implementing a brute force tactical mindset; I was able to build SOPs, KBs, and processes to allow for a more sustainable tactical model. This included extensive training for the six supervisors. Oversaw the complete rebuild of the support department staffing. This included hiring and training over 1/3rd of the entire staff. While implementing a brute force tactical mindset; I was able to build SOPs, KBs, and processes to allow for a more sustainable tactical model. This included extensive training for the six supervisors.



Blue Tree Technology

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

• Service Delivery Supervisor

  • Apr 2021 - Jul 2022

  Rebuilt entire service delivery workflow to be more inline with industry standards and focused on data continuity and ease of use Rebuilt entire change management system to allow for decentralized workflows. Functioned as direct leadership on the front line. I created stability and consistent management presence for all techs in the company Assisted in hiring decisions that resulted in a more in-depth brain trust. The current desk can manage much more difficult issues. Function as the primary escalation point for networking, Server, and phone issues. Show less



The Purple Guys

• United States
• Information Technology & Services
• 100 - 200 Employee

• Senior Manager

  • Jul 2019 - Apr 2021

  Rebuilt entire remote service workflow. I focused on shifting the chaos away from technicians allowing them to focus on fixing things instead of juggling communications.Built new KPI measurements that left behind simplistic measurements and moved towards a more complete model that considered the many distinct types of work that is handled by technicians for a more accurate picture of technician performance, including efficiency calculations per technicianMaintained 98% customer satisfaction while rebuilding workflows and KPI’sMade key hires that contributed to efficiency raising 15% over one rolling year Successfully oversaw the unplanned migration of over 3,000 client users to a work-from-home environment across 120 businesses due to the COVID-19 pandemic which translated to a seamless experience for our customers and an increase in our customer satisfaction, as well as an increase in new clients who were referred by those satisfied clientsEffectively migrated my whole staff to a work-from-home environment while maintaining quality of service, which included helping each technician manage the change of environment without compromising their performance Created analytical tools that helped forecast and determine capacity which led to efficient hiring practices and helped keep technicians and clients from experiencing delays due to staffing issues Show less

• Systems administrator III / Project Manager

  • Aug 2015 - Jul 2019

  •Created from scratch the company’s on-boarding processes for new clients which created a more robust support experience for the client and helped create a more complete picture of the client’s technical needs through extensive and through note-taking and discovery for future client needs•First technical resource on-site for new clients to blaze a path forward for the rest of the support team to follow•Trusted with large amounts of grey and black box discovery •Responsible for the first impressions of new clients through the on-boarding process Show less

• Remote Services Technician

  • Aug 2011 - Aug 2015

  •Act as liaison between the IT department and over 70 business clients from key decision makers to administrative support computers•Handle a large ticket load while maintaining and creating several projects for senior management•Provide server support for server across MS Server 2003 – 2019 Exchange 2003 - 2016 •Provided support for all Microsoft cloud products (Office365, Intune, Microsoft 365, Azure)•Provide desktop support with all MS Office applications•Provide end-user support for all Apple and Android products Show less