• Monitored network sites gathering reports to review and generate solutions to effectively increase QOS.• Led a team of regional site leaders to establish positive outcomes and procedures to generate better network performance at all sites.• Researched site issues, confer with users, conducted network diagnostics to investigate and resolve any problems.• Continuously improving unit performance by analyzing and recommending enhancements to technical procedures.• Coordinate… Show more • Monitored network sites gathering reports to review and generate solutions to effectively increase QOS.• Led a team of regional site leaders to establish positive outcomes and procedures to generate better network performance at all sites.• Researched site issues, confer with users, conducted network diagnostics to investigate and resolve any problems.• Continuously improving unit performance by analyzing and recommending enhancements to technical procedures.• Coordinate efficiently with team to produce content that specifically relates to thesite solutions. Show less

• Using ConnectWise ticketing software I was able to remotely do repairs, dispatch technicians and handle ordering for customers to receive services.• Made decisions regarding various aspects of technological issues in a real time environment.• Worked side by side with project team to implement all network changes and new installs for sites.• Assisted with various network installations and provided support to ensure the job was done according to the projects scope.• Managed… Show more • Using ConnectWise ticketing software I was able to remotely do repairs, dispatch technicians and handle ordering for customers to receive services.• Made decisions regarding various aspects of technological issues in a real time environment.• Worked side by side with project team to implement all network changes and new installs for sites.• Assisted with various network installations and provided support to ensure the job was done according to the projects scope.• Managed project teams to determine procedures to implement at customers sites that would increase production and decrease down time. Show less

• Maintained client relationships through scheduling, maintenance and supporting infrastructures.• Exposed too many different types of networks while supporting a large client base.• Worked on break/fix issues while setting up projects for future migrations.• Successfully presented project implementation from build to completion, including budgeting, scheduling, procurement and installation.

• Supported AT&T’s web conferencing software company wide.• Applied time management, customer service, and knowledge using ATT Connect software to remedy customer issues.• Oversaw, managed and resolved cases from beginning to completion using a proprietary ticketing system.• Served as the only Tier 2 support representative in the Atlanta area.• Successfully managed multiple projects singlehandedly delivery quality results.

• Successful worked with motivated IT teams to establish procedures, products, protocols and SLA’s for better quality of service.• Consistent delivery of diagnosing complex problems with effective solutions.• Troubleshooting and resolution of Level 3 support issues.• Trained IT staffs on backups and disaster recovery resolutions.

• Effectively established networks for insurance adjusters to work claims during catastrophic events.• Worked with vendors to create call centers that resulted in positive outcomes and met or exceeded insurance company’s expectations.• Responsible for troubleshooting all network, server, desktop and phone issues.• Oversaw all hardware and software migrations company wide.