Experience

CallTrackingMetrics

• United States
• Telecommunications
• 1 - 100 Employee

• Professional Services Consultant & Onboarding Manager

  • Apr 2017 - Dec 2018

  Severna Park, MD • Build sophisticated call routing architecture. • Design and present twice weekly webinars on basic and advanced platform features and functionality. • Advise new and existing clients on best practices. • Troubleshoot Google Analytics and Google Ads direct integrations. • Collaborate with training team on methodologies for delivering content to user base. • Extended onboarding point of contact for new clients.

• Support Engineer

  • Jan 2016 - Mar 2017

  Severna Park, MD • Troubleshoot and resolve client technical issues. • Contribute and edit client facing knowledge base library. • Internal corporate desktop support.



Cava Mezze Grill

• Germany
• Restaurants
• 1 - 100 Employee

• IT Manager

  • Jan 2015 - Dec 2015

  Washington D.C. • Lead corporate IT infrastructure and operations. • Manage IT at 13 restaurant locations in D.C., Virginia, Maryland and California. • Source and vet potential technology partners. • Spin up and manage SonicWALL firewalls at restaurant locations. • Establish and document technical standards for corporate and restaurant operations. • Manage relationships with external partners, providers and IT vendors. • Provide metrics on common support issues and efficient resolution… Show more • Lead corporate IT infrastructure and operations. • Manage IT at 13 restaurant locations in D.C., Virginia, Maryland and California. • Source and vet potential technology partners. • Spin up and manage SonicWALL firewalls at restaurant locations. • Establish and document technical standards for corporate and restaurant operations. • Manage relationships with external partners, providers and IT vendors. • Provide metrics on common support issues and efficient resolution solutions. • Install and upgrade ISP connections and hardware across the corporate and restaurant locations. • Procure, stage and deploy corporate and restaurant IT hardware. Show less



LivingSocial

• United States
• Advertising Services
• 400 - 500 Employee

• Manager of Technical Operations

  • Feb 2013 - Nov 2014

  Washington D.C. • Managed internal operations team comprised of system administrators and help desk personnel that maintained technical assets that include Microsoft servers, Active Directory, SCCM, Intune, Absolute Management and AirWatch. • Collaborated in the planning and implementation of computer hardware standards, operating system images and software. • Oversaw cloud-based systems operations that included mail and messaging team managing performance of Google Apps, Box.com, Intune, Spanning and… Show more • Managed internal operations team comprised of system administrators and help desk personnel that maintained technical assets that include Microsoft servers, Active Directory, SCCM, Intune, Absolute Management and AirWatch. • Collaborated in the planning and implementation of computer hardware standards, operating system images and software. • Oversaw cloud-based systems operations that included mail and messaging team managing performance of Google Apps, Box.com, Intune, Spanning and Postini. • Maintained corporate relationships with IT vendors and contractors, as well as management of Microsoft Enterprise Agreement that extended to global affiliate offices. • Created budget forecasts for technical operations • Identified ongoing departmental personnel needs, promoted regular training and development programs to improve staff performance and retention. • Managed implementation and deployment projects including Sophos Anti-Virus, Sophos SGE, Intune, Absolute Management, AirWatch MDM and Spanning. • Directed team that migrated mail services from affiliates in Southeast Asia and Europe into master domain. • Participated in the annual PCI auditing process. • Developed and delivered strategic planning for implementation of new technologies, including solutions for remote offices, as well as Enterprise solutions. • Spearheaded implementation and enforcement of 2Factor Authorization for critical cloud-based systems. • Provided management of company-owned domains. • Researched and evaluated products and services that would improve performance of company's technical infrastructure.

• Global IT Helpdesk Manager

  • Feb 2011 - Feb 2013

  Washington, D.C. • Managed help desk team that addressed technical issues for 4,000 Windows and OSX users worldwide. • Coordinated hardware and software procurement, directly managing U.S. purchases and collaborating with international offices to identify local vendors. • Established on-call support procedures to address after-hours emergency issues that included service level agreement (SLA) matters. • Oversaw infrastructure and data retention activities during domestic and overseas office… Show more • Managed help desk team that addressed technical issues for 4,000 Windows and OSX users worldwide. • Coordinated hardware and software procurement, directly managing U.S. purchases and collaborating with international offices to identify local vendors. • Established on-call support procedures to address after-hours emergency issues that included service level agreement (SLA) matters. • Oversaw infrastructure and data retention activities during domestic and overseas office closures. • Guided the global implementation of Salesforce.com-based organic help desk ticketing systems. • Collaborated with Solution Architects and regional IT teams deploying Active Directory to U.S., U.K., and Australia. • Managed the establishment of support office in Seattle, which covered west coast operations, and a 300-seat 24/7 call center in Tucson. • Developed a Follow-the-Sun support process for offices in London, Paris, Dubai, Jakarta and Sydney. • Analyzed performance metrics on support tickets, identifying potential user experience improvements. • Adjusted operational structure in alignment with changes to business climate.



Everyday Health Inc. (Previously Revolution Health)

• Helpdesk Manager

  • Sep 2006 - Jan 2011

  Washington D.C. • Established and managed help desk operations for a team of three after serving as consultant with Revolution Health Group (2006-2007). • Administered company systems, including Inter-Tel telecom system, Microsoft Exchange and Active Directory, as well as deployment of Windows and Apple workstations. • Managed identification and resolution of technical issues for 400 end users and three remote offices, creating and maintaining and internal help desk knowledgebase. • Coordinated… Show more • Established and managed help desk operations for a team of three after serving as consultant with Revolution Health Group (2006-2007). • Administered company systems, including Inter-Tel telecom system, Microsoft Exchange and Active Directory, as well as deployment of Windows and Apple workstations. • Managed identification and resolution of technical issues for 400 end users and three remote offices, creating and maintaining and internal help desk knowledgebase. • Coordinated hardware and software inventory. • Provided administration and support of virtual private network (VPN) accounts. • Served as point of contact for wireless device support and contracts. • Managed vendor relationships. Show less



Robert Half Technology

• Canada
• Staffing and Recruiting
• 1 - 100 Employee

• Technology Support Contractor

  • Feb 2006 - Sep 2006

  Washington D.C. • Provided administration of client's IT infrastructure, including installation and configuration of Windows Server and software and hardware rollouts. • Executed technical support for 400 end users, creating e-mail accounts on Exchange Server and addressing issues related to client VPN and Blackberry devices. • Evaluated and tested enterprise electronic signature verification software. • Managed network performance, maintaining Active Directory and network printers.



Sonic Solutions

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing

• Manager of North America Outsource Support

  • 2003 - 2005

  Novato California • Led staff that provided technical support for more than 5,000 end users. • Served as primary point of contact for customer discrepancies, as well as resolution of escalated software and hardware issues. • Conducted training for incoming staff members. • Analyzed call center data to identify improvements to customer service, departmental budget items, and presentation of activities to senior management. • Executed software beta testing used by Quality Assurance department.