The Client Delivery Lead is a “player coach” who is responsible for directly managing and mentoring a subset of support engineers within a business unit. In addition to their mentorship responsibilities, the Lead will also continue to perform customer support activities which could include customer meetings and serve as an escalation point for the team.The Lead’s success will be measured by the performance and professional development of your direct reports and meeting operational… Show more The Client Delivery Lead is a “player coach” who is responsible for directly managing and mentoring a subset of support engineers within a business unit. In addition to their mentorship responsibilities, the Lead will also continue to perform customer support activities which could include customer meetings and serve as an escalation point for the team.The Lead’s success will be measured by the performance and professional development of your direct reports and meeting operational business unit goals, as well as management new logo implementations, ensuring Synoptek is prepared to provide consistent support that creates value for customers. Show less

Functioned as the senior level engineer for individual customers and act as a subject matter specialist in areas of computer systems. Providing technology analysis and recommendations for customer environments and delivering critical troubleshooting and problem solving is key in this position - specialty areas include virtualization (VMware) (Hyper-V), high availability, disaster recovery, data replication, Microsoft 365 and Microsoft Server.

- Provided high-level expertise in design and implementation of digital and physical client-facing technologies- Coordinated seamless technical support for 360+ events annually, with as many as 1,600 attendees - Ensured that all event technology (WIFI/Wired internet, AV, digital signage, POS sytems, etc.) is available and functioning optimally for clients and event attendees. Efficiently solved problems in high-pressure situations to create smooth technology experience during… Show more - Provided high-level expertise in design and implementation of digital and physical client-facing technologies- Coordinated seamless technical support for 360+ events annually, with as many as 1,600 attendees - Ensured that all event technology (WIFI/Wired internet, AV, digital signage, POS sytems, etc.) is available and functioning optimally for clients and event attendees. Efficiently solved problems in high-pressure situations to create smooth technology experience during events- Provided vision and leadership to the technology team, resulting in a highly-proficient staff, able to provide industry best support of both clients and Boise Centre staff- Oversaw purchasing of technology equipment and software; Participate in budgeting and planning; Enforced company and departmental policies and procedures- Identified and recommended new technology solutions and directed the implementation of new programs and technical service offerings Show less

-Provided information and recommendations regarding network configuration and installation for all existing and potential IT services customers-Supervised team of IT professionals in planning, coordination, and design of all operational activities in the Infrastructure Support, Network Management, Configuration Management, IT Asset Management and Lifecycle Management-Managed all aspects of IT Operational services including developing service management strategies and assigning… Show more -Provided information and recommendations regarding network configuration and installation for all existing and potential IT services customers-Supervised team of IT professionals in planning, coordination, and design of all operational activities in the Infrastructure Support, Network Management, Configuration Management, IT Asset Management and Lifecycle Management-Managed all aspects of IT Operational services including developing service management strategies and assigning staff, tools and specialized support to ensure processes are providing maximum efficiency-Developed and utilized metrics/analytics/KPI to identify trends in data and create preventative measures to ensure high-level client support -Collaborated with members of IT management and engineering teams to optimize technology services -Increased Managed Services customer base by nearly 45% in 2016-Increased support call closure rate 64% in 2017-Migrated from AVG Internet Security to Comodo One IT Management Platform, greatly reducing work orders for tech staff, and increasing transparency for users Show less

- Managed project for MAS500 ERP implementation, including managing software system integration and development projects throughout project life cycle; analysis, design, development, testing, implementation, and post-production support- Created and administered Company’s ISO 9001 website and documentation to aid performance and profitability goals. Designed and implemented Order/Shipment confirmation system required by ISO 9000/2001 initiative, resulting in a 22% increase in customer… Show more - Managed project for MAS500 ERP implementation, including managing software system integration and development projects throughout project life cycle; analysis, design, development, testing, implementation, and post-production support- Created and administered Company’s ISO 9001 website and documentation to aid performance and profitability goals. Designed and implemented Order/Shipment confirmation system required by ISO 9000/2001 initiative, resulting in a 22% increase in customer satisfaction within the first year- Managed True Commerce EDI implementation, including MAS 500 ERP database integration, EDI mapping, EDI transaction testing, implementation, and post-implementation support- Implemented Secure VPN tunneling between main office and branch office to permit real-time transfer of inventory data, increased on-time delivery performance over 70%- Restored IT Infrastructure and Building integrity in the days following Hurricane Sandy, including temporary CAT5e cabling and Telco cabling from our existing datacenter, and Infrastructure Hardware refresh- Lead Polycom Video Conferencing Project, creating a company-wide system for remote meetings, and reducing company travel expenses 60% during the first year of use Show less

I served as an active duty 13M Multiple Launch Rocket Systems Crew Member, receiving my honorable discharge on January 1, 1988.