• Manage 8 full time engineers in Service. • Coordinate maintenance for client base of 48 companies in the Southeast and growing.• Coordinate and manage projects for existing client base and for onboarding clients.• Technical Account Manager. Worked with 28 clients to improve their processes and technological footprint. Advisement included quotation of new hardware and services via Quosal (ConnectWise Sell). Once approved, involvement included installation, setup, and verification of operations.• ConnectWise administrator. Manage Tickets, Customers, and Contacts. Developed workflows to expedite functions. Developed reports for upper management and edited the message templates that the system sent to the clients.• Assisted in migration of company from Solarwinds to Ninja. Inclusive of QC testing, installation of new product, removal of old, and training personnel in a ‘hands on’ capacity. • Performed Purchasing and Receiving of all parts and licenses for Sobo and its clients.• New Hire and Separation Administrator. Enter New Hires into Sobo’s IT systems and sub-systems appropriate to job title. Provide information in a timely manner to hiring managers and HR concerning the new hires. Conversely, remove all Separations from Sobo’s IT systems and sub-systems providing the same information to the post hiring managers and HR. • Worked with BrightGauge to create reporting that goes to Management. Created reports for video broadcast in office. • Conduct new hire ConnectWise training relevant to the new hire’s role in Sobo and in ConnectWise.• Assist, as needed, in Level 1 and Level 2 support.

• Coordinate 14 full time engineers in Service. • Coordinate maintenance for client base of 19 facilities nationwide and growing.• Assisted in migration of company from Treez to Flourish. Inclusive of QC testing, installation of new product, removal of old, and training personnel in a ‘hands on’ capacity. • Assisted in the Limelight project. Project was assigned new PM at last minute with little to no information. Worked with Vendor and PM to acquire hardware and fine tune appliciation presentation prior to major public event.• New Hire and Separation Administrator. Enter New Hires into Surterra’s IT systems and sub-systems appropriate to job title. Provide information in a timely manner to hiring managers and HR concerning the new hires. Conversely, remove all Separations from Surterra’s IT systems and sub-systems providing the same information to the post hiring managers and HR. • Autotask Administrator. Manage Tickets, Customers, and Contacts. Developed reports for upper management and edited the message templates that the system sent to the clients. • Created specialized queues for HR department that allow them to have a common repository for HR related issues and maintain total privacy of those issues. • Conduct new hire Autotask training relevant to the new hire’s role in Surterra and in Autotask.• Assist, as needed, in Level 1 and Level 2 support.

• Manage 11 full time engineers and 2 administrative staff. • Coordinate Remote and Onsite maintenance for client base of over 1000 Dental facilities. Provided support when required. • Perform Quality Control of Connectwise – Tickets, Customers, and Contacts. Developed reporting and specialized client specific messaging.• End-to-End Management of Projects. Projects ranged from Onboarding new client, Creating new Dental facilities, rehabilitation of facilities, Cabling, VoIP Phones, and Offboarding. • Point of contact for Clients questions, needs, complaints, kudos, and requests for specialized care.

• Managed Office while Owner and Engineers were on site.• Reconciled Vendor Contracts, Renewals, and Purchases. • Updated parts and asset inventory in TigerPaw• Researched 4 leading PSA/RMM tools. Documented results and assisted in final choice• Updated existing corporate promotional literature. Created new literature where there was none.

Service Desk Manager/Project Manager/Trainer, Cumming, GA.Managed Service Provider Nationwide specializing in Windows based infrastructures. • Managed 30 full time Level I, II, and III engineers and 10+ contractors and interns. • Supervised worldwide support conducted from 3 locations. • End to End Management of Projects. • Assisted in afterhours care for clients with 24/7 support.• Support Servers, Workstations, Portable Devices, Phones, Network devices.• Incident Reporting – Researched and created RCA reporting within 48 hours of incident.• Coordinated and conducted training of Staff. Created curriculum for client base. • Asset management via RMM tool and visual location verification.• Engaged in quality control of client data in Management Software• Backup monitoring of client sites.• Coordinate Change Management. Verify documentation in RFCs.• Experience with Connectwise, Labtech, and N-able.

• Service Desk Coordination of Level I, II, and III support to CDI’s client base nationwide. • Team II member providing on call support. Support of Servers, Workstations, Network Devices and Connectivity, Mobile and Portable Devices, and Printers.• SSAE16 Audit team member. Maintained documentation for audit • Incident Reporting – Researched and created RCA reporting within 48 hours of incident.• Training manager – developed and tracked training for entire company regardless of position. • Developed asset-tracking database, implemented it, and maintained it with a 98% accuracy rating.• Backup monitoring of client sites.• Coordinate Change Management. Verify documentation in RFCs.• Experience with Connectwise, Labtech, and Vistara.

Managed Service Provider exclusively for Physicians, Medical Facilities and Hospitals. • Coordinated team of 20+ engineers for remote and Onsite care. • Provided Tier II phone support; Workstations, Mobile/Portable Devices, Printers, and Remote Servers. • Provided support for EHR software and, if necessary, liaised with software manufacturers to correct, repair, and/or adjust the software.• Monitored and adjusted as necessary Information Security for Client and parent sites. • Backup monitoring of client sites.• Experience with AutoTask, Kayseya, and Continium (formerly Zenith).

Windows 2003 Network Administrator. 18 major servers and 10 minor. AIM and ImageRight Admiistrator. Technical support to all users. Maintain Blackberry issuance and configuration associated with several vendors. Technical liason with all hardware and software vendors inclusive of Vertafore, CIS, DocuCorp (now a subsidiary of Oracle), Veritas, Symantec, Microsoft, Dell, HP-Compaq, Ikon, Ricoh, and Brother. Created and maintains the asset inventory for company.

Helpdesk Supervisor of Win2K3 WAN. Provided software and hardware support for 20+ offices nationwide. Created and documented new policies and procedures still in use. Created and maintained Life Cycle Maintenance for hardware. Nextel liaison for company phones. Created user 'how-to's'. Assisted training department in training documentation. Wrote 7 IT Corner columns in company newsletter and 14 'Zinger Alerts' for upper management. Managed 6 personnel.

Consultant. Assignment: Pennington Seed, Inc. Migrated WinNT4.0 Exchange 5.5 network to Win2K3 and Exchange 2K3. Configured 2 new Dell Servers and reconfigured 2 existing servers. Configured to function as DNS/WINS/DHCP, a Print Server, a Mail Server and the main Domain Controller. Migrated 530+ existing 5.5 mailboxes. Reconfigured 175 workstations that were not being serviced by DHCP. Provided documentation of entire process from Site Survey/Recommendations through Production Deployment. At end of assignment, provided additional recommendations concerning SPAM and Virus protection and Systemwide Backups.

PC Technician. Performed Network Administration and preventive/corrective maintenance of networked Workstations and Server. Assisted Sales Dept in promotion and sales of SMARTS's Home Theater line. Created database (MSAccess2000) for new product line. Administrative Assistant to the Director of Sales and Manpower Management. Assisted in day-to-day operations, coordinating of resources, interaction with vendors and 7000+ client base. Created guides to streamline operations within company.

Domain Admin of QA domain within existing WinNT4.0 network. Managed and maintained 6 servers, 25 workstations, and 25 users. Quality Assurance/Control Analyst of Server/Client applications for NY and Unix platfroms for MASS AutoSave. Provided repeatable thorough documentation of results to developement. Updated and created if necessary test plans, installation/upgrade procedures. Created 'Tips&Tricks' troubleshooting documentation. Performed 'from-box-to-In-Service' installaion, configuration and user training of servers, laptops, and desktops. Performed beta site installations and testing.

- Basic Training and follow on School Dec 1980 - Dec 1981- Traning Devices Mechanic Jan 1982 - Sept 1984- Electronics (ET) School and follow on Crypo Schools Oct 1984 - April 1985- Electonics Tech specializing in Crypto Systems and Workstations April 1985 - December 1995- Honorably Retired December 31, 1995- Entered Inactive Reserves January 1, 1996Details available on request.