Director Of Technology

• Sep 2021 - Present

Areas of Focus Day to Day Operations • Manage all technical activities including installation, configuration and troubleshooting of: Desktops, laptops, iPads, iPhones, trial equipment, virtual environments, Network servers, printers/copiers/fax, software, surveillance equipment and telecommunications. • Analyzes IT infrastructure and systems performance to assess operating costs, productivity levels, upgrade requirements, and other metrics and needs. • Develops and implements business continuity protocols to minimize disruption to business operations in the event of emergency situations or data loss. • Develops and maintains relationships with external IT vendors and service providers. • Manage all HIPAA audit and compliance protocols. Training & Development • Researching new training supplies and materials that can enhance the firm’s training procedures while providing value to our clients. • Conducting orientation programs and arranging on-the-job training for new hires. • Leading programs to assist employees with transitions due to technological changes, acquisitions, and mergers. •Resolving any specific problems and tailoring training programs as necessary. Administrative •Administer and support Microsoft Office 365 Azure and Exchange environment. • Maintain inventory of equipment and software licenses. • Identity and Access Management: Authentication, Authorization, User Management, Central User Repository. Security • Configuring security systems, analyzing security requirements, and recommending improvements. • Performing vulnerability and penetration tests, identifying, and defending against threats, and developing disaster recovery plans. • Configuring and supporting security tools, such as firewalls and anti-virus software. • Monitoring network traffic for suspicious behavior. Show less

Help Desk Manager

• May 2018 - Mar 2020

RAVEN supports Core Responsibilities: * Installation and configuration of CCTV systems and hardware. * Establish Network connections. * Troubleshooting CCTV systems and hardware. * Training on CCTV systems and hardware. * Footage recovery in the event of an incident. * 24/7/365 Tech Support Nationwide including Hawaii. * Access Control and Active Directory Management 16 direct hires including: * 10 Tier 1 Technicians * 2 Tier 2 Technicians * 1 Department Trainer * 1 Assistant Manager * 2 interns Areas of Focus Development and Training Reduced the department on-boarding process 3 months by: - Revising the interview process to include: updated key word searches, updated job descriptions and responsibilities. Adding technical aptitude test, soft skills assessments, and job auditions. - Revamping the training curriculum to include: instructor-led classroom training, hands-on training, computer based/e-learning training, knowledge base, Video training, ITG’s(interactive troubleshooting guide) coaching and mentoring. - Partnered with Delaware County Technical High School to create a comprehensive co-op program for Junior and Senior students. - Co-Op program extended to Delaware Community College. Mentoring and Advancement * Created hierarchy within the department to provide development and growth to RAVEN technicians. * Monthly one on one sit downs where we discuss technicians goals, metrics and objectives for the month. * Providing coaching when necessary. Operations (Process Improvement) Manage 4 shifts: Morning, Afternoon, Evening, and Overnight Revised department positions to effectively handle day to day operations. Resolved over 300+ outstanding tickets (May 2018-July 2018) by: - instituting a 7 day resolution SLA - Prioritizing tickets by complexity. - 24 hour basic troubleshooting SLA - Creating troubleshooting guides for known issues. - Creating UAS University for our customers. Achievement * September 2018 - Achieved 72 hour SLA Show less

Technical Support Lead

• Jan 2016 - May 2018

Cloud Desk Core Responsibilities * Assist SMB clients with the implementation of purchased SaaS applications (Carbonite, Docusign, Norton, F-secure, Exchange 2010, Square, and Microsoft Office 365) * Administrative support (user creation/deletion) * Training * Data Analysis * Data Migration * Technical Support 14 Direct Hires 6 Onboarding Specialist 6 Tier 1 Technicians 2 Tier 2 Technicians Areas Of Focus Development and Training Sales Agents - Saas Applications, marketplace purchase process, system user creation, and customer service. Onboarding Specialist - Administration Access, User Creation/Deletion, Training and onboarding curriculum, Data Analysis, and customer service Technicians - Application, marketplace and billing triage, data migration, DNS registration, customer service. Customer - User Creation, Data Analysis, Application Training, basic troubleshooting, downloading applications, cloud storage usage. Operations (Process Creation) Structured onboarding procedures to ensure customer adoption of purchased applications by: Providing Business Consultations, Instructor Led Demos/Trainings, Administrative and Technical Support. * Successfully onboarded 800K SMB users from Word/Outlook 2010 to Office 365 (2016 - 2018) * Increased Application Utilization 73% for Office 365. * Increased Customer Retention 32% * Improved NPS participation 64% Developed an Interactive Troubleshooting Guide for Technicians to better support customers. Mentoring - Monthly one on one sit downs with Onboarding Specialist and Technicians. Quarterly ENPS meetings. Applications Microsoft Office 365 Exchange 2010 Carbonite Pro Norton F-Secure Square Show less

Extended Business Specialist/ Mentor

• Dec 2013 - Nov 2015

My role as a Extended Business Specialist is to raise awareness and knowledge about our business team to potiential customers. Ask the right questions to best identify the needs of the customer. Provide information on the latest Apple products and operating systems.• MacBook Air, MacBook Pro/Retina Display, Mac Mini, iMac, and Mac Pro (CPU)• iPod Nana, iPod Touch, iPad Mini/Retina Display, iPad Air, iPhone 6 & 6 Plus (iOS) Create a rapport with business customers by presenting:• Custom CRM solutions • Pos Systems• Financing • Briefings• Business Workshops Facilitate small group workshops, ranging from one to twelve people. • iOS 8 (Latest Mobile Operating system)• Maverick (Latest Mac Operating system)• iCloud (Storage & Backup Management)• iPhone, iPad, Mac (Hardware)• Pages (Word Processing Application)• Keynote (Presentation Application)• Numbers (Database Application)Mentor• Train new employees on policy procedures and best practices. • Help my peers develop competences that they lack. Customer Service • Ensure that the customers is paired with the proper specailist that will be able to best help all of their needs. • Repair relationships with customers. Show less

Specialist/Mentor

• Nov 2011 - Nov 2015

My role at Apple is to listen and identify the needs of my customer. To find the best solution for that customer, and to educate them on how to use it in their every day lives. I also run small group workshops, ranging from one to twelve people. Creating keynote presentations to best educate our customers. I also train new employees on policy procedures and best practices. In addition I mentor my peers and help them develop competences that they lack. But my main role at Apple is to run the floor. To make sure that customers get to the correct person for the help they need. Repairing relationships with customers. Plus I make sure that my peers take their breaks so that they can recharge and I'm a known resource throughout the store. Show less

After School Teacher

• Sep 2010 - Jun 2011

During my time at Universal Institute Charter School I ran an after school program for students who were not achieving the best grades and test scores. My class ranged from 4th grade to 7th grade. My main goal was to improve Math test scores in school and on a state level. I ran group discussions as well as spoke one on one with students so I could best identify their strengths and weaknesses. I then created individualized curriculums for each student to help them learn more comfortably. I increased my students state testing about 15 all of them reaching from under proficient to proficient or above. Show less

Medic

• Mar 2010 - Sep 2010