As Founding Principle, my vision is to ensure all Small and Mid-sized businesses have the ability to utilize best in practice, enterprise hardened technology to make the business more efficient and secure, thus increasing profits. I have been in the industry for over 20 years and recommend solutions that are not for the SOHO market, but hardened for the SMB market. An owner of a business should not have to choose between a new company vehicle or a piece of networking equipment!

One of key contributions as a ''Senior Operations Manager''is to administer ConnectWise, allowing the organization to sell, service, and support technology more efficiently and in a more streamlined way. I create and maintain Security alerting, reporting and dashboards for Financial services customers using Splunk. I ensure effective invoicing by verifying and regenerating the agreements through ConnectWise. I develop a process for procurement in ConnectWise. I design customer ticket templates for the engineers and generate automated schedule for the monthly visits. I resolve invoicing issues in coordination with customers and Dean and Robert. Moreover, I provide an entire overview of the patches across the enterprise by creating and scheduling reports.Major Achievements:• Drove bottom-line results by initiating new solutions:Ø Facilitated customers with paying deposits (when they sign quotes) as well as invoices online with one time and scheduled auto pay.Ø Modified Support ticket Type, Sub-type and item to ensure compliance with ITIL best practices.Ø Produced weekly Support Desk and monthly customer Executive reports (Splunk).Ø Provided a real-time snapshot into the current state of the service desk by developing a dashboard for DNA staff (via Splunk).Ø Created an email / VM work type to avoid billing of emails and VMs on tickets for the customers.• Streamlined processes and support tickets reporting procedures by refining ConnectWise.• Ensured efficient and cost-effective delivery of services for the company by selecting appropriate vendors.• Saved monthly cost of $300 by adjusting the Office 365 Licensing and the way it is bought each month.• Drove profit margins by increasing the hourly rate of support desk and field engineers.• Established customer portal that enabled POC’s to analyze all tickets of staff members across the company.

As a Technical Account Manager, I rewrote service catalog, including three Managed Service Plans (Monitor, Unlimited Help Desk, and Completely Unlimited). I supported customers in complying with regulatory standards (HIPAA, NIST-800-171, DEFARS). I routed customer technical escalation to the proper resource for immediate resolution. I maintained consistent engagement with customer to update about ticket and project status. Furthermore, I contributed to the engineer performance planning and value profile development.Major Achievements:• Enabled SBM department to become the 2nd most profitable in the company. Devised pricing calculator for all three plans that remained standard for next three years.• Developed an SMB Infosec security offering in collaboration with Security team.• Designed and configured Connectwise Sell (formally Quosal):Ø Created multiple quote templates for MSP, hardware, and cabling quotes.• Improved overall productivity by training and guiding Technical Account Managers (TAM).• Organized lunch and learns for existing/potential customers on IT security best practices and NIST 171 5 pillars.• Fostered productive relationships with major vendors, including Ingram-Micro, Synnex, Barracuda, and Infrascale.• Involved in the hiring process, cultural/technical interviews, and expectations meetings with potential candidates.

Baltimore Ramblers MC is the one of the oldest continually run Motorcycle Clubs in the US and the oldest in Maryland. It was first chartered with the AMA in 1929 as a flat track racing club that practiced in what is now Soldiers Delight NEA. We are now a touring club with rides several times a month at least 100 miles each. All bikes are welcome, see our web site at BaltimoreRamblers.com

I hand feed fish and clean in the Atlantic Coral Reef Exhibit. Give diver talks to Aquarium Guest

In my role, I developed and delivered a monthly newsletter to all customers and prospects in the market. I discussed/evolved creative solutions and defined future roadmaps through quarterly executive round tables.Major Achievement:• Promoted/provided company’s services to the existing customer base of over 170 across the entire Baltimore / DC market.

My major contribution was to lead a team 12 of Certified Network Engineers and an Account Manager to deliver and promote best-in-class technical services to wide range of customers. I developed process/technical documentation to facilitate staff members with issue resolution in the future. I maintained in-depth knowledge of cutting edge business technologies to drive competitive advantage and bottom-line results. I created and implemented procedural and measurable management controls effectively direct the resources of an organization, driving productivity, efficiency and consistency.Major Achievements:• Transformed a worst performing team into a group with positive attrition and maximum profitability in 2013.• Resigned a cancelled account at 4x the monthly revenue, while exceeding monthly quota by 125% within the first month.• Handpicked by senior leadership for overseeing the acquisition of a small MSP and onboarded the IT staff and customers.• Encouraged professional growth of employees to senior levels by regularly leading, coaching, and motivating the staff members. Received Leadership award voted on by all Dataprise staff.• Generated more than $3M revenue by attracting multiple customers through effective delivery of technical services.• Discovered opportunities for operations enhancement and cost reductions.by conducting annual reviews of client networks with regard to stability, security, and efficiency.• Accomplished maximum customer satisfaction by identifying and resolving clients’ concerns in an efficient manner.• Led, trained, and inspired team members to consistently achieve business designated goals. Established a team culture for 100% remote staff.

One of my key contribution was to oversee Active Directory and Microsoft Exchange implementations and migrations. I provided effective sales/technical consultancy for meeting necessary requirements of prospective clients. I delivered high quality network management services as a Microsoft Gold and Cisco Premiere Certified Partner. I effectively administered networks and various complex technologies to ensure smooth flow of business-critical functions. I improved business operations by analyzing network processes and developing new policies and procedures. I avoided any type of unauthorized access to critical resources through deployment and consistent monitoring of perimeter security devices. I delivered and implemented the requisite remedial action to client satisfaction by understanding/assimilating situational peculiarities (with compound and aggravating factors common) into a rapid yet thorough analysis (often in a foreign and changed environment).Major Achievements:• Singlehandedly managed overall aspects of multiple, distributed client networks in the DC Metro area with prime emphasis on security, availability, and high performance.• Oversaw end-to-end management of deployment project for COLO servers across DC, Chicago, and LA offices.• Successfully built a secure credit union network and virtual server farm.• Recovered missing Hyper-V servers with no loss to data and zero impact to the continuity of critical functions.• Played a vital role in the successful implementation of multiple projects, including Windows Highly recognized by senior management for significant contributions and earned the Excellence in Service award in 2011.

As a Senior Network Engineer, I contributed to the successful implementation of multiple projects, including Windows Small Business server (SBS) deployment and virtual server implementations. Major Achievements:• Designed and built TRG’s customer colo facility and server rooms with adequate power, cooling and redundancy.• Established a multi-site virtual environment with complete virtual server failover at an alternate location.• Restored a corrupt 2003 SBS involving bare metal rebuild and data restore with zero data and mail loss.• Reduced cost and improved operational efficiency by migrating physical servers to virtualized platforms.• Oversaw transitioning of Virtual Iron to Citrix XenServer for management of overall operations.• Successfully accomplished multiple 2003 to 2008 SBS migrations through effective planning and team collaboration.

I am still proud of building the entire networks, including Exchange, domain controller, several SQL servers, R&D environment, and sandbox environment. Major Achievements:• Designed a remote management and environmental monitoring system for servers and room for the Germantown office.• Tracked pharmaceutical stores for the CDC in case of an outbreak by managing networking side of the primary project.• Oversaw design and establishment of a subsidiary with a 25-rack data center (in Midwest) with full HIPPA compliance.Additional ExperienceNetwork Engineer| Health Pathways, Inc. (HPI), Germantown, MD (2005 – 2008)IT Consultant | Unlimited System Solutions, Pikesville, MD (2000 – 2004)Department Manager / Assistant Store Manager / Asset Recovery | Walmart, Baltimore, MD

Network Administrator for many small to medium businesses. Architectural and Religious verticals.