Experience

Apporto

• United States
• Information Technology & Services
• 1 - 100 Employee

• Director of Customer Success

  • Sep 2021 - Present

  Lead, and manage the CS department and the Support teamManage the implementation of the Apporto service for new and existing partners. Oversee partner relations from an account executive and technical perspective.Build and maintain a professional and friendly relationship with partners.Provide insight and consultation to the partner.Manage the overall support process for customer relations at Apporto.Oversee new and existing technical projects.Provide new technical ideas, develop, and deploy solutions both internally and to the partner.Perform technical tasks using cloud technologies and assist with cloud engineering.Configure cloud devices, build site-to-site tunnels.Manage other Customer Success Managers and provide leadership, mentorship, and vision.Manage the Support process and support specialists.Direct various engineering teams to arrive at a successful and robust implementation of the Apporto service.Help develop product, features, logic, and design. Show less

• Manager of Customer Success

  • Jan 2020 - Sep 2021

  Manage the implementation of the Apporto service for new and existing customers. Oversee customer relations from an account executive and technical perspective.Build and maintain a professional and friendly relationship with customers.Provide insight and consultation to the customer.Manage the overall support process for customer relations at Apporto.Oversee new and existing technical projects.Provide new technical ideas, develop, and deploy solutions both internally and to the customer.Perform technical tasks using cloud technologies and assist with cloud engineering.Configure cloud devices and site to site tunnels.Manage other Customer Success Managers and provide leadership.Manage the Support process and support specialists.Direct various engineering teams to arrive at a successful and robust implementation of the Apporto service. Show less



Loyola University Chicago

• United States
• Higher Education
• 700 & Above Employee

• Senior Desktop & Systems Engineer

  • Sep 2015 - Jan 2020

  As the Senior Desktop & Systems Engineer for Loyola University Chicago, I deployed SCCM site-wide, reaching well over 6,000 computers and covering almost 6,000 users. I engineered a secondary SCCM environment from the ground-up to manage Loyola's Law School. I have successfully bridged the OS gap between Windows 7 and Windows 10 by deploying a Windows 10 Upgrade and a fresh, clean and highly optimized Windows 10 image. The Windows 10 migration project has been a success. Since then, I have adopted the Microsoft Windows 10 update build release model that occurs on an annual basis and have worked up a plan for deploying the annual upgrades. This includes rebuilding base images and deploying WSUS/SCCM-based upgrades to stay current with releases. In addition to SCCM engineering and management, I was responsible for application packaging and deployment using MSI/MSIX technology, Group Policy Management, system image building and deployment, managing the anti-virus security system (System Center Endpoint Protection/Defender), Pharos Printing systems, managing license servers, Lynx, KMS, WSUS, IntelSCS(vPro), managing Active Directory, as well as managing the Apple/Mac environment. I deployed JAMF for the Mac environment, developing policies and packaging Mac apps, as an initiative to replace old-fashioned Mac Imaging. Additionally, I implemented Microsoft InTune to serve as the MDM solution integrated with SCCM. I was Team-Lead of the Desktop Engineering team and was in charge of creating projects and managing their progress accordingly. I managed, oversaw, and implemented SaaS/DaaS/App virtualization (Apporto) Show less



Sargent & Lundy

• United States
• Professional Services
• 700 & Above Employee

• Application Packager

  • Jan 2013 - Sep 2015

  Part of the LAN Administration group, responsible for application deployment via ZCM.Also aided a different group with their AD based domain.-AdminStudio Suite (Repackager, Tuner, InstallShield)-Orca-VBScript-AutoITPackaged and deployed applications via Novell and bundled​ applications for new ZCM 11 environment.

• Help Desk Analyst/Transitioned to Application Packager

  • May 2010 - Jan 2013

  Help Desk analyst at Sargent & Lundy is responsible for keeping track of issues as being the first in contact with clients who report any kind of issue. Offered high-level software support for various engineering applications as well as hardware. Support required high-level software troubleshooting skills and understanding application mechanics. For this reason, I became an application packager.Responsible for LAN Administration as well as application packaging and application virtualization. LAN Administration duties included working with ConsoleOne, modifying user accounts, giving access to certain objects and groups. Application packaging included working with Orca and AdminStudio, Installshield and other various tools to customize vendor applications for the Sargent & Lundy environment. Show less

• PC Technician and IT Infrastructure Support Specialist

  • Aug 2008 - Jun 2010

  Level 2 Support PC Hardware. Application and Printer SupportDuties & projects include:Full data/image swaps. Moves, CISCO VoIP phone deployments. Xerox laser plotter support, Océ color scanner and plotter support. Canon color and b/w support. Full tech support on any PC issuesTechnical writing experience. Wrote many technical documents outlining step-by-step proceduresWrote training guide for PC tech trainees



CompuCom Systems, Inc.

• Computer Networking Products

• Field Service Engineer / IT Infrastructure Support Specialist

  • Nov 2007 - Jun 2008

  Level 1&2 Duties & projects include: Have organized large-scale company moves Retrieving ordered laptop parts from headquarters Checking ticketing system to view diagnosed problem(s) Contracted at Grant Thornton supporting their IT Infrastructure At Grant Thornton met SLA's with 300+ tickets in a 3 month period Performed large-scale memory upgrades, system maintenance and repair. Meeting with end-users at their respective locations to repair laptops Performed help desk work in a 500+ user environment Supported over 500+ users on daily basis, 800 maximum Extensive knowledge of MS Outlook, Active Directory, MS Office, Blackberry support, Windows Mobile Show less



Packetboost Inc.

• IT Infrastructure Consultant

  • May 2005 - Nov 2007

  Network consulting as well as remote support In charge of the following duties: Consulted with small-to-medium sized businesses to engineer a stable, high-end network Specialized in providing break/fix services to clients. This included a majority of laptop repairs as well as desktops and servers Repaired and maintained HP, Compaq, IBM and Dell Laptops Set up small-to-medium scale networks Extensive experience in cabling, switch and server configuration Maintain clients on a Maintenance Service Contract Maintenance included Microsoft Updates and system optimization as well as many other updates Dealt with customers face-to-face to provide immediate support as well as remote support Contracted through Core Technologies to install networks for multiple stores such as Barnes and Noble, Linens 'n' Things and other Urban Brands contracts Provided onsite and offsite software support to CEO's Software support included MS Office and Autodesk software Provided support for handheld devices such as Blackberry and Palm Treo Show less



SAP

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

• Network Administrator

  • Nov 2006 - Jan 2007

  Administration of a SAP network at a Marriott Resort for a new-hire training boot camp After initial installation of 8 classrooms, job was mainly a break/fix environment Break/fix consisted of minor network issues. Majority of break/fix tickets were laptop related Handled mostly WAN/LAN connectivity issues Classroom setup included RJ45 cable drops into 8 separate classrooms Administration of a SAP network at a Marriott Resort for a new-hire training boot camp After initial installation of 8 classrooms, job was mainly a break/fix environment Break/fix consisted of minor network issues. Majority of break/fix tickets were laptop related Handled mostly WAN/LAN connectivity issues Classroom setup included RJ45 cable drops into 8 separate classrooms



BancTec / Aon Corp

• Level 3 Technician

  • Jun 2006 - Sep 2006

  Onsite troubleshooting covering the first twenty floors of the Aon Center, downtown Chicago Strictly break/fix environment Used a web-based ticketing system to keep track of tickets Averaged ~ 20 tickets per day Serviced HP, IBM and Compaq laptops as well as desktops Software support included Microsoft Office Suite as well as Oracle, Lotus Notes, and Citrix apps Onsite troubleshooting covering the first twenty floors of the Aon Center, downtown Chicago Strictly break/fix environment Used a web-based ticketing system to keep track of tickets Averaged ~ 20 tickets per day Serviced HP, IBM and Compaq laptops as well as desktops Software support included Microsoft Office Suite as well as Oracle, Lotus Notes, and Citrix apps