Experience

AccountabilIT

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

• Director of Operations

  • Aug 2022 - Present

• Support Services Manager

  • Mar 2022 - Present

  Managing staff that delivers IT support services to external customers.· Support ITIL aligned service practices to ensure process adherence· Ensuring that team members are trained and equipped with the right tools to provide support tocustomers· Creating and organizing work plan for resources to ensure that SLAs are achieved· Conducting quality control activities and provide regular performance evaluation and feedback to resources· Ensuring compliance of the work performed by team members with established procedures· Analyzing support processes for efficiency and quality; make changes to improve processes· Working directly with internal and external customers to ensure the quality of service delivery· Providing customers with periodic status reports on support trends and specific activities· Piloting new support processes in conjunction with the customer· Updating support processes as directed by the customer· Participating in customer onboarding activities Show less

• Service Desk Manager

  • May 2021 - Mar 2022

  •Responsible for overall performance and management of the Colorado Service Desk.•Manage Tier 1 Service Desk staff •Support achievement of Service Desk SLAs.•Contribute customer service information and recommendations to strategic plans and reviews•Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.•Exercise independent judgment within generally defined objectives and policies. •Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.•Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service.•Perform full range of managerial duties for employees supervised, including interviews and hiring, salary administration, counseling and employee development.•Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.•Manage and resolve tickets escalated from Service Desk Show less



Xlingshot

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

• Senior Desktop Support Specialist (Company purchased by AIT)

  • Jul 2014 - Jul 2021

  • Implementing and supporting hardware and software for multiple clients • Implemented our RMM and client facing ticketing system • Created a learning center to empower users • Active Directory and Backup management • Performed multiple migrations to Sharepoint • Planned and performed multiple office moves • Became SME in many applications such as Druva, DeskDirector, Webroot and Connectwise Manage and Automate • Tracked ticket issues submitted by users and provided resolution • Created automations to handle multiple tasks such as restarted services and repairing RMM and other remote agents • Managed client projects to include office moves, data migrations and hardware/software upgrades, audio/video conference room design and implementation Show less



Wilson Family Home

• Denver, Colorado, United States

• Stay-at-home Dad

  • Jan 2010 - Jul 2014

  • Conflict resolution • Event co-ordination • Training direct reports • Conflict resolution • Event co-ordination • Training direct reports



Rose Funeral Home

• Philadelphia, Pennsylvania, United States

• System Administrator

  • Feb 2004 - Jun 2009

  • Solely responsible for all Desktops and network equipment • Facilitated data migration to in house system • Solely responsible for all Desktops and network equipment • Facilitated data migration to in house system