Aaron Dobbs Email and Phone Number

• Oversee and support a team of 19 analysts and senior analyst across multiple shifts who provide support to users of the Defense Enterprise Account Management System (DEAMS).• Collaborate with team leads to provide regularly schedule reports in the interest of maintaining transparency to Air Force Accounting Operations Center (FMFO) senior leadership.• Initiative, lead, and oversee business process improvements to increase efficiency and productivity. • Ensure Help Desk processes are accurately documented and followed to support DEAMS program efforts and other DEAMS organizations audit requirements.• Engaged with other teams to resolve assigned projects/taskers.• Maintain operational efficiency to meet or exceed client metric goals.

• Oversee the operation and maintenance of key internal tools, including Automate, ConnectWise Manage, and ConnectWise ScreenConnect, facilitating daily business functions.• Responsible for management of ConnectWise ticketing system and configuration used to track/maintain customer inquiries, customer configuration, inventory management, and customer contracts.• Develop and implement monthly patch (update) schedules for both internal and client servers/workstations, ensuring optimal system performance and security.• Design and execute firmware and other network hardware update schedules, enhancing network stability and efficiency.• Administer the creation and management of internal domain password update schedules, bolstering cybersecurity measures.• Manage team, coordinate employee work schedules, manage paid time off/holiday schedules, and conduct audits of employee timecards to maintain a productive work environment.• Review and approve employee expense reports, ensuring expenses are proper and charges allocated to appropriate categories for proper general ledger posting and adhere to company policies.• Maintain and manage customer contracts within ConnectWise Manage, ensuring contractual compliance and customer satisfaction.• Handle the collection and management of billing/invoicing for various services including Auvik, Intronis, Webroot, VEEAM, Sentinel One, Datto, and Wasabi.• Reconcile and approve third-party vendor invoices verifying correctness, collaborate with vendors to dispute incorrect charges, and worked closely with corporate accounting to ensure financial accuracy of accounting transactions and vendor payment.• Provide budget details for various tools along with salary and bonus input.

• Diligently managed and maintained essential internal tools, including Automate, ConnectWise Manage, and ConnectWise ScreenConnect, bolstering daily operational efficiency.• Actively monitored daily data backups, swiftly identifying and troubleshooting issues to guarantee successful completion and data integrity.• Orchestrated the implementation of patches to customer servers, confirming their correct application to enhance system performance and security.• Conducted accurate reconciliation of Webroot counts used for corporate customer invoicing.• Supported the NOC manager in a variety of tasks, displaying adaptability and teamwork, and contributing to broader operational success.

• Consistently provided high-quality, efficient support to BTBIT customers, exceeding all established service level agreements and ensuring customer satisfaction.• Expertly addressed customer-reported issues spanning operating systems, applications, and networking, showcasing comprehensive technical prowess.• Demonstrated proficiency in resolving escalated issues originating from the service desk, turning potential crises into manageable solutions.• Developed and distributed comprehensive documentation to service team members, enhancing team knowledge and promoting consistent service delivery.

• • Performed comprehensive first, second, and third-level support for customer-reported issues spanning operating systems, applications, and networking, showcasing adept problem-solving skills.• Employed SQL expertise in troubleshooting End-Of-Day (EOD) issues with Storeline Software, maintaining optimal software performance.• Executed SQL select statements in troubleshooting HQC/HQ-NET software, enhancing system stability and functionality.• Collaborated proactively with third-party vendors to resolve intricate software/hardware issues reported by customers.• Actively participated in critical phases of projects involving the installation, configuration, testing, and deployment of new releases of POS software and related applications.• Monitored customer-reported problems to identify potential areas requiring further intervention, communicating key insights to relevant personnel to prompt proactive solutions.• Generated and input knowledge base items into the current NCR/Retalix CRM system, promoting a culture of continuous learning within the team.• Fostered and maintained strong relationships with customer management through regular weekly support conference calls, ensuring open communication and mutual understanding.

• • Offered swift, effective level one and two-tier support for business customers via remote terminal. Services include password resets, software recalibration, configuration, database rollbacks, and various other critical operations.• Demonstrated the ability to troubleshoot and resolve complex, high-level situations, delivering comprehensive solutions to enhance customer satisfaction.• Generated and maintained a dynamic repository of knowledge-based articles, ensuring up-to-date procedures are accessible to the team for seamless operations.• Played a pivotal role in mentoring and training new employees, fostering a culture of continuous learning and professional growth within the organization.

• Provide ongoing assistance in day to day general maintenance of computer systems which also includes providing system/software updates, computer workstation setup, and decommissioning of outdated equipment.• Provide remote assistance to the Clayton Government Center, which is a month to date acquired contract. Duties include documentation and photography of existing equipment and implementation and installation of merging computer software and hardware.

• Grow an existing book of business.• Prospect, develop relationships, and close accounts using a variety of online and offline sources• Turned prospective clients into clients frequently by recommending a program and providing a return of investment analysis based on projected business growth.• Provided enhanced solutions to increase business to our existing customers.

• Earned the Las Vegas Recognition event in 2003, the Vice President’s Award for Outstanding Performance in 2003 and 2006. Won multiple prizes, awards, and special recognition for sales and service on a regular basis.• Continued ongoing training, adopting new concepts and ideas on a regular basis.• Handled customer complaints, being granted authority to provide customer satisfaction.• Networked with other departments and teams to resolve tougher situations.• Maintained professionalism during difficult situations.• Highly knowledgeable and well versed in the terms and conditions and FCC rules and regulations of all products offered in each state AT&T conducted business.• Maintained a high customer satisfaction rating based on random surveys each month.• Maintained 90 day rolling expectations consistently, often times exceeding expectations.• Often operated as a team lead to perform the duties of a coach, which included peer to peer coaching, call monitoring, and reporting.• Extremely efficient handle times.