• Oversee day-to-day company operations and service delivery• Maintain a working knowledge of all phases of operations• Define and implement operations strategy, structure, and processes• Lead efforts to improve IT processes, standards, best practices, and execution strategies• Define our service portfolio and look for ways to add new monthly reoccurring revenue• Collaborate with the President and Director of Managed Services to measure system, resource use, and allocation• Regularly review current service offering to ensure the pricing of our services align with the industry while maintaining profitability• Develop methods to help reduce our internal costs to deliver services more efficiently without sacrificing any value• Act as the vCIO and vCTO for our customers to help develop IT planning and strategy• Assist customers with moving to a modern workplace utilizing Microsoft on-prem and cloud offerings • Oversee our client IT roadmap process and work with our Technical Account Managers to keep them updated• Oversees the professional services project implementation and assists in the scoping and delivering of new projects• Match project requirements to specific skill sets within our managed services team for project assignments• Maintain professional, technical, and security knowledge by attending educational workshops and online webinars, as well as staying up with the latest technology news and podcasts.• Suggest hardware and software upgrades as appropriate to improve operations, consistency, and budgetary success• Negotiate contracts with vendors and service providers• Act as the highest technical escalation point for our Professional and Managed services teams• Handle client satisfaction issues• Interview, hire, train, and mentor the operations team

Professional Services Management• Responsible for the overall vision, leadership, and day-to-day management of the professional services team• Directs the professional services team in scoping of new projects• Match customer requirements to specific skill sets within our professional services team for project assignments• Ensure professional services are delivered successfully and the customer is satisfied• Act as escalation point for all project related services• Lead efforts to improve IT processes, standards, best practices, and execution strategies• Work with Support Manager to coordinate overlapping resources• Work with Project Manager\Purchasing Manager on scoping projects and delivering projects• Maintains professional and technical knowledge by attending educational workshops and reviewing professional publicationsTechnical Account Management• Perform TAM reviews for large accounts• Delegate TAM reviews to other engineers for smaller accounts• Develop relationships with current and potential customers. • Review customer needs to help recommend solutions to prevent future issues due to aging hardware, software, and end of life productsPre-Sales• Work with customers on IT roadmap plans for the next 1-5 years to generate new professional services business• Actively participate in the sales cycle, explaining services and scoping project activities as required to potential and existing customers• Partner with sales to build targeted programs which drive professional services revenue• Research new technologies we can implement\sell to customers• Work with current and potential customers to come up with project plans and see the projects through to completionTechnical WorkDesign, implement, maintain, and upgrade the following IT environments. VMware, Hyper-V, Exchange, Office 365, Skype for Business Online, Virtual Desktops, Disaster Recovery, Backups, Azure, AWS, Active Directory, Group Policy, SAN, LAN, WAN, and other IT technologies.

• Function as remote and local engineer to greater Charlotte area customers• Function as primary consultant to assigned customers• Help customers budget for new technology and recommend IT solutions• Work with Managed Services Clients to maintain hosted IT cloud environments, meeting all SLA’s and required business compliance’s• Setup, upgrade, maintain, and administer clients high availability Microsoft Exchange environments• Setup, migrate, maintain, and administer Office 365 environments • Setup, upgrade, maintain, and administer clients VMware ESX(i) Hosts, and HA vCenters environments• Setup, upgrade, maintain, and administer clients Hyper-V environments• Setup, upgrade, maintain, and administer clients VMware Virtual Desktop environments• Setup, maintain, and administer clients Lync Communication Servers• Setup, upgrade, maintain, and administer clients SCCM 2007 and 2012 environments• Setup, upgrade, maintain, and administer mobile device management with Blackberry Enterprise Servers, Mobile Iron, and Active Sync.• Setup, upgrade, maintain, and administer clients Active Directory, Backups, Group Policy, DNS, DHCP, WSUS, WDS, and Virus Protection• Maintain, generate, and update documentation on client networks and systems• Complete Change Management Records for any system changes• Configure Monitoring using Solarwinds Orion and Kaseya• Document all Changes and implementations with Microsoft OneNote• Assist and Collaborate with other infrastructure team members• Work remotely from home office unless a need arises to physically go onsite• Participate in 24/7 on call rotation

• Help Support, maintain, and backup over 550 VMware Virtual Servers and 200 Physical Servers• Help Support a Microsoft Active Directory Network with over 23,000 users and 75,000 objects.• Administer a Microsoft Exchange 2007 Environment with, 12 Clustered Windows 2008 servers, and over 25,000 mailboxes• Successfully implemented companywide server patching through SCCM Configuration Manager to 700+ servers that had no regular patch management, and were years behind on patches.• Manage an SCCM Environment to Inventory, Meter, deploy software, and Manage patches on 700+ Windows Servers.• Administer and Deployed Symantec NetBackup 6.5.5 software to replace Backup Exec• Administer and Deployed Symantec NetBackup 7.1 with Client side Deduplication to 50+ remote offices for WAN Backups to our DR facility eliminating the need for onsite tape backups• Administer and Deployed Symantec DLO Laptop/Desktop Backup Agent to 2000 users• Compiled a complete detailed server inventory which, is kept up to date on a weekly basis• Worked as a team to help prepare, setup, and move all of Acosta’s multi million dollar data center to a secure offsite location with very minimal impact to the business.• Helped with the planning and setup of our new data center to make sure it was fully redundant to help keep 99% uptime on servers and network equipment• Administer Websense to comply with Acosta’s internet usage policy• Comply to change management following ITIL V.3 Standards• Work remotely from home office unless a need arises to physically go onsite• Participate in 24/7 on call rotation• Awarded the 2010 Silver Star Chairman’s Award for my teams work on the data center relocation project• Awarded the 2011 Silver Star Chairman’s Award for my teams work on redistributing old IT equipment’s to local school systems in need of IT equipment for students.

• Setup and Maintain 3 separate Microsoft System Center Configuration Manager 2007 (SCCM) primary sites in each of our 3 Forests.• Deploy operating systems, software, and patches company wide using SCCM 2007• Migrated over 1000 users, exchange mailboxes, and computers, from 1 domain to a complete new domain • Upgraded Microsoft Exchange from 2000 to 2003• Administer 2 different Microsoft Exchange 2003 Servers with over 600 mailboxes combined• Migrate new acquisitions the company purchases to our Active Directory, Exchange, and IT policies• Setup 2 different Spam Filtering systems that filter out the spam before hitting the exchange servers• Administer 3 different Windows 2008 forests containing over 500 users, 600 computers, and 100 • Servers at 13 locations across the US and 1 location in England• Setup and maintain virtual server environment running Hyper-V • Administer DNS and DHCP in 3 separate forests so everything can talk between domains by name• Administer McAfee Epolicy Orchestrator and keep all computers and servers up to date• Setup and administer 2 blackberry enterprise servers in separate forests.• Setup Microsoft Communicator server 2005, 2007 and deployed client via SMS 2003• Administer Veritas Backup Exec software to backup and restore all Windows networked servers• Worked on multiple Kaizen teams to solve problems, business practices, and lean manufacturing• Comply with all Sarbanes Oxley procedures and help maintain all records in my area for compliancy• Participate in 24/7 on call rotation

• Undergraduate thesis involved the design, implementation, and analysis of a Just in Time Technology Resource and Reference Manual• Improved training procedures of current and new technical staff with the development of the Just in Time Technology Resource Reference Manual• Helped Consolidate 16 separate windows 2000 child domains to its parent windows 2000 domain over the course of a weekend• Work throughout the district as needed in different locations (WAN consisting of 20 buildings, containing 3400 PC’s, and 37 Windows 2000 servers)• Install/configure/troubleshoot/upgrade computers, printers, print servers, and wireless access points• Respond to all trouble tickets in a timely manner and work the help desk as needed• Manage mass imaging, configuration, and deployment of workstations• Assist in the support of the telecommunications throughout the district

• Use AutoCad to update engineering documents• Research and find solutions to assigned engineering issues• Address assigned quality management issues• Work with MV40 machine setup, maintenance, programming• Address any other special projects or tasks assigned.