Responsible for maintaining maximum utilization and productivity for Help Desk and Field Technical Services Team members through continuous management of service requests and projects. Performed service request triage and assigned, scheduled, dispatched, and managed service engineers for remote and on-site service, according to priority and service level agreement (SLA). Maintained strong client relations and strong team utilization/performance through multiple simultaneous projects and high-pressure situations. Provided HR support for 13 direct reports, including performance reviews, salary reviews, training, career guidance and development, interviewing, hiring and terminating.Integritek was merged with it's sister company Executech on May 1, 2022.

In addition to teach all levels of recreational Scuba Diving, including over 35 Scuba Diving Specialities, SSI Instructor Trainers are qualified to teach the Instructor Training Course (ITC) and prepare ITC candidates for their Instructor Evaluation (IE). Instructor Trainers can also teach Specialty Instructor Seminars and the Assistant Instructor Trainer program.

Responsible for maintaining maximum utilization and productivity for Help Desk and Field Technical Services Team members through continuous management of service requests and projects. Performed service request triage and assigned, scheduled, dispatched, and managed service engineers for remote and on-site service, according to priority and service level agreement (SLA). Maintained strong client relations and strong team utilization/performance through multiple simultaneous projects and high-pressure situations. Provided HR support for 13 direct reports, including performance reviews, salary reviews, training, career guidance and development, interviewing, hiring and terminating.

Assists the Director of Training in multiple aspects of the training department for a leading diving equipment store and education center, including curriculum development, staffing, budget management, P&L activities, HR functions, customer relations, and vendor management. Create customized curricula that meets the unique needs of professional level students. Provide retail sales, equipment consulting and service, and maintenance support.

Managed a team of Service Delivery Coordinators responsible for the installations and disconnects of fiber networks. Responsible for enabling fiber implementations across, cities, states, and countries. • Worked towards the improvement and increased efficiency of the department by identifying multiple areas that required the documentation of process and procedure: escalation management, dark fiber process enhancement and final order commitment (FOC).• Exceeded 4Q revenue targets, securing $100K+ in additional monies through increased efficiency providing early delivery on client services initially targeted for completion in Q1 2019.• Shortened the implementation cycle for clients with access to existing networks with the creation of a new process for On-Net to On-Net Implementations.• Led the collaboration between departmental managers as the escalation point to resolve complex customer concerns and issues; providing a fresh perspective to the organization and cross-functional teams involved.• Gained new technology and industry experience working in Telecommunications and utilizing Salesforce to track client interactions.

Led and mentored diverse team of 33-84 IT professionals in delivering steady state support of implemented cloud based backup and recovery solution and required infrastructure for 200+ commercial outsource accounts. Directed team hiring, evaluations, ongoing training, and terminations as needed. Provided strategic leadership to both business priorities and individual team members in ever-changing environment and in periods of headcount reduction.• Increased backup success rates from 94% to 98%+ across all supported accounts by creating and implementing sense of ownership and empowerment with individual employees, thereby increasing staff’s personal level of dedication to clients while simultaneously enhancing corporate team deliverables.• Increased infrastructure availability from 98.7% to 99.8%, there by improving customer confidence and protection of backed up data• Executed policy and procedure reinforcement initiative that renewed team focus on deliverables while also providing opportunities for distribution ownership.• Ensured all deliverables were provided to clients within contract terms and conditions, thereby preventing any potential service level agreement (SLA) violations across the whole of the implemented infrastructure.• Provided a cost effective infrastructure server upgrade by utilizing emerging technologies to improve reliability and service to the offering.

Directed a diverse team of 28 information technology experts in the creation of reporting requirements and subsequently establishing report generation systems and automation procedures. Skillfully managed FTE budgets, including all aspects of department expense monitoring and revenue generation related to specific customer deliverables. Led financial analysis efforts to efficiently compare contracted deliverables with available financials. • Collaborated with other members of management and clients to gather service level agreements (SLA’s), create reports, and present findings on SLA agreement success rates as IT subject matter expert.

Preside over team of information technology experts charged with compiling reporting requirements, establishing systems to generate reports, and implementing report automation procedures. Orchestrate daily support for measurement and reporting deliverables. Administer budgets including expense monitoring and revenue generation. Perform financial analysis, garner service level agreements, and generate necessary documents. Ensure compliance with all company policies and guidelines including expert team leadership, necessary trainings, evaluations, hiring, and terminations.

Founded and directed a leading company providing Scuba education, training, sales, and services. Oversaw all business facets, including marketing, advertising, finances, class scheduling, dive operations, trip planning, and customer service.

Led 22 information technology professionals servicing the Boulder Campus LAN, Service Delivery Center West Geoplex WAN, and 18 additional commercial premise networks and presence points. Implemented a range of policies, procedures, and staff training initiatives. Recruited, evaluated, coached, and terminated employees as needed. • Secured over $10M in savings via expert financial management of over 2,400 internal network devices and 18,000 data ports and by leading infrastructure pricing to align costs with actual market value. • Reviewed, designed and implemented web based internal websites utilizing multiple front end web-based architectures. Ensured applicable security and design standers met or exceeded requirements.