Experience

CloudRadial

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

• Account Manager

  • Jul 2023 - Present



PineLinx LLC

• United States
• IT Services and IT Consulting

• Founder

  • May 2022 - Present



Town of Hampden

• United States
• Government Administration
• 1 - 100 Employee

• Director Of Information Technology

  • Nov 2019 - Jul 2023

  Maintained a long-term plan for technology systems, including ideas and timelines for the continued improvement, implementation and use of technology systems. Assisted in developing a long-term plan for GIS functions used by Town staff by coordinating information with contracted GIS service provider. Established and maintained liaisons with outside contractors and account managers for needs such as aerial photography, advanced hardware and software, installations, project implementation and communications systems. Assisted in the development of the annual Information Technology budget. Coordinated purchase of new hardware and software, working with the Department Head or Town Manager and manage all equipment and maintenance lease contracts. Ensured proper Town Manager execution of all contracts that bind the Town of Hampden to multi-year commitments. Installed, configured, and maintain all hardware and software, including but not limited to VOIP phone systems, mobile voice and data systems, GPS systems, law enforcement body camera systems and fleet tracking systems. Established and maintained proper security practices for all locations including but not limited to: password policies, virus and spyware protection, network and firewall implementation, and compliance with PCI, CJIS and HIPAA regulations (Public Safety, personnel records). Trained town personnel on use of computers, phones, copiers, and other systems they need to perform their daily job tasks including use of new applications of technology and new software. Oversaw the Town website management, including establishing a periodical review with the Town Manager of website protocols to ensure consistent site maintenance across the organization Oversaw public access cable TV programming and content streaming of Town Council and other meetings, including periodically overseeing the production of original programming to be run on cable TV and the internet. Show less



Sierra Communications, LLC

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

• Director of IT Services

  • May 2018 - Nov 2019

  Managed the day to day operations of a Managed service provider with a large and varied client base. Responsible for sales, project management, and customer relations. Supported, updated and maintained all internal IT infrastructure. Handled Tier 3 support escalations. Hired, trained and managed a team of IT and Communications technicians. Available for for 24x7 Emergency support. Lead technician for all Tier 3 on-site and remote support. Design/sales of all: Server, Cloud hosting, WAN, MSP, WiFi, VoIP, DRaaS and networking solutions. Show less



ICS- IT, Voice & Video

• IT Services and IT Consulting
• 1 - 100 Employee

• Regional IT Manager

  • Feb 2017 - May 2018

  Responsible for managing the design, installation, and support of: voice, data and video products for clients and in-house at Houston branch. Served as sales engineer to aid sales team with quoting project work and in transitioning clients from the sales process to a managed service platform. Maintained face-to-face relationships with new and existing clients as well as with prospects. Final local point of contact for all clients on service related escalations. Worked with vendors to ensure best-in-class solutions for company, employees, and clients. Worked directly under VP (and co-owner) of the company while working closely with Director of IT, managers for each branch and the help desk manager. Often stepped in to manage help desk when needed. Directly oversaw and managed a team of local field technical personnel. Scheduled technical resources for the installation and maintenance of both IT and telephony products. Managed assets used internally and in project work. Ensured technical support staff were keeping up to date with current technologies through periodic training. Also responsible for Service ticket generation and closing. Design, project management, installation, and tier 3 support of all customer network architecture including: installation & configuration of servers, cloud services, routers, firewalls, switches, and wireless access points. Participated in company wide on-call rotation. Show less



Sierra Communications, LLC

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

• IT Systems Manager

  • 2015 - 2017

  Managed the day to day operations of a Managed service provider with a large and varied client base. Responsible for sales, project management, and customer relations. Supported, updated and maintained all internal IT infrastructure. Handled Tier 3 support escalations. Hired, trained and managed a team of IT and Communications technicians. Available for for 24x7 Emergency support.Lead technician for all Tier 3 on-site and remote support. Design/sales of all: Server, Cloud hosting,WAN, MSP, WiFi, VoIP, DRaaS and networking solutions. Show less

• Technical Engineer

  • 2014 - 2015

  Technical Engineer:Worked closely with IT Systems Manager to handle the support needs of our clients. Traveled to remotesites to diagnose, repair or replace defective network devices, phone equipment, servers andworkstations. Implemented solutions and installed hardware as directed by IT Systems Manager andService Dept. Responsible for tracking all labor usage to ensure accurate billing to clients. Performed business hours and 24x7 emergency subcontractor work when needed at retail establishments statewide Show less



OTELCO

• United States
• Telecommunications
• 1 - 100 Employee

• Network Operations Center Technician

  • 2013 - 2014

  Worked in network operations center handling troubles for an ISP and telecommunications company. Reported and resolved issues on POTS and SIP lines, ADSL, SDSL, RDSL, T1s(including PRI’s) and many other kinds of circuits. Opened trouble tickets documenting issues our customers and other telcos called to report and routed tickets as needed. Provisioned DSLAM ports and POTS lines via telnet. Worked in network operations center handling troubles for an ISP and telecommunications company. Reported and resolved issues on POTS and SIP lines, ADSL, SDSL, RDSL, T1s(including PRI’s) and many other kinds of circuits. Opened trouble tickets documenting issues our customers and other telcos called to report and routed tickets as needed. Provisioned DSLAM ports and POTS lines via telnet.



NexxLinx

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Representative / quality assurance

  • 2011 - 2013

  Took Calls for a number of different clients concurrently, calls involved technical support and customer service aspects. Provided technical support to WIFI users in hotels in both the US and UK. Managed AP’s, wireless controllers and Gateways. Helped to troubleshoot issues with end user devices. Assisted customers needing password resets/ provided access codes for a major textbook publishers website. Also supported educational CD products. Quality Assurance: Listened to recorded calls taken by agents on three contracts. Assessed the performance of the agents based on quality metrics defined by the center and its clients. Directed calibration conference calls with clients in which we listened to the recorded calls and ensured we were in agreement as to the agent's performance based on criteria defined in our agreement with the client. Show less



University of Maine

• United States
• Higher Education
• 700 & Above Employee

• ITSS Help Center Technician

  • 2010 - 2011

  Assisted students, faculty, and other members of the University community with computer software issues. Performed Remote PC Support. Did virus cleanings, backups and re-installs on customer machines. Went on house calls to resolve networking issues on campus. Resolved troubles over the phone for students and faculty. Installed and maintained various educational software. Managed switches and performed audits on networking equipment in telecommunication closets across campus. Set up and supported network accounts. Show less