Director of Proactive Services

• Oct 2023 - Present

Managing the Centralized Services of Dedicated IT to support our Mid-Market and Small to Medium Sized businesses. This includes: NOC, After-Hours, and Application Support.

Director Of Services

• Mar 2022 - Oct 2023

Operations Manager

• Jan 2021 - Mar 2022

- Lead the Quoting and Procurement teams to ensure our clients receive quick, affordable and most importantly adequate solutions while maintaining 20+% gross margins for our business - Managed and maintained competency requirements for our internal vendors - Served as a member of our internal Employee Advisory Council - Administration of our ConnectWise Sell tool

Integration Manager

• Jul 2020 - Jan 2021

- Managed and maintained all technology, connectivity, and security tasks during mergers and acquisitions. - Facilitated new integration systems and multi-department solutions to help resolve upstream and downstream issues like workflow automation, notifications, solution design and templating.

Operations Manager (GM of Orlando)

• Dec 2019 - Jun 2020

- Owned all operations of the Orlando location (30+ employees). - Assisted HR to implement and monitor policies, hire, and onboard new employees. - Acted as highest escalation to ensure all established service quality and delivery commitments were met.

Service Manager

• Sep 2016 - Dec 2019

- Lead a team of 20+ Help Desk Technicians and Service and Project Coordinators across Central Florida to deliver service to our 70+ managed clients. - Oversaw all aspects of the service department to ensure successful operation. - Worked with an external advisory HR company, which allowed me to learn all facets of HR – disciplinary measures, hiring and firing.

Project Manager / Account Manager

• Aug 2014 - Sep 2016

- Developed and managed customer relationships to retain existing revenue and attain additional business. - Approved and planned project scopes of work, timelines and deliverables. - Oversaw and managed the onboarding of new clients and acted as the main point of contact to all clients. - Conducted, reviewed, and delivered all HIPAA Risk Assessments.

Service Coordinator / Associate System Engineer

• Feb 2014 - Aug 2014

- Coordinated 8-10 service technician’s schedules to maintain SLAs. - Handled entry-level service tickets and triaged all client created issues. - Completed a project of re-configuring 30+ Cisco ASA VPNs.

Specialty Department Supervisor

• Dec 2010 - Feb 2014

- Trained, coached and developed a team consisting of 6 associates to ensure excellent customer service, obtain and exceed goals and benchmarks and maintain store standards and appearance. - Utilized latest technology and enhancements to monitor inventory and sales. - Responsible for meeting and exceeding department revenue of over $2,000,000 per year.

Sales Associate

• Dec 2007 - Dec 2010