As a Technical Services Consultant / Technical Account Manager (TSC / TAM) at Alll Covered / KMBS, I oversee the execution of our service strategy for a dedicated customer portfolio, ensuring adherence to All Covered standards.Key Responsibilities:Manage incident resolution, problem-solving, and change processes, maintaining high performance and stakeholder satisfaction.Ensure quality and performance of technical services, implementing improvements and maintaining security standards.Drive customer satisfaction and retention, serving as a primary point of contact and addressing feedback to enhance service delivery.Coordinate team activities to meet quality expectations, fostering collaboration and innovation.Demonstrate expertise in ITIL practices, excellent communication, and adaptability to evolving needs.

As a seasoned Systems Engineer, I delivered day-to-day maintenance and support for clients' network infrastructure, consistently adhering to industry best practices.Key Contributions:Functioned as the primary escalation point for complex technical issues, providing expert troubleshooting and resolution support for challenges beyond the scope of Level 1 and 2 Help Desk engineers.Spearheaded the resolution of intricate technical issues escalated from various levels of support, ensuring prompt and effective solutions for clients, including on-site assistance for Chicago-based clients.Collaborated closely with Account Managers and project coordinators to execute and finalize client projects, ensuring seamless implementation and client satisfaction.

As a dedicated FNE, I provided comprehensive day-to-day support for clients' network infrastructure, ensuring alignment with industry best practices.Key Responsibilities:Led the planning and execution of installations and configurations based on System Assessment recommendations, encompassing core networking technologies such as Windows Server, Hyper-V/VMWare, Exchange, SharePoint, and Firewalls (SonicWall, Meraki, etc.).Implemented robust BDR solutions (StorageCraft, Datto) and managed Active Directory and Group Policy configurations, alongside cloud services like Office 365 and Azure.Collaborated with Level 1 and Level 2 Help Desk teams to develop and execute client management and maintenance plans, covering Windows and 3rd party software patching, A/V profiles, workstation clean-ups, and network documentation.Served as the go-to technical expert, resolving complex issues escalated by Help Desk technicians.Partnered with Account Managers and Virtual Chief Information Officers (VCIO) to produce monthly and quarterly reports on network health, end-user tickets, and client communications, ensuring alignment of IT strategies with business objectives.

Managed a team of Service Desk Agents (SDA) and Service Desk Engineers (SDE), overseeing daily operations and ensuring efficient resolution of client issues.Served as the primary escalation point for SDA's and SDE's, providing expert guidance and solutions for issues requiring higher-level engineering expertise or escalation within the company.Successfully resolved complex technical issues that exceeded the capabilities of SDA's/SDE's due to time constraints or knowledge gaps.Implemented a comprehensive documentation process for client issues, significantly reducing downtime and enhancing efficiency in resolving everyday client concerns.Accepted and processed alerts, questions, and issues from SDE's/SDA's, fostering collaboration and providing additional training to enhance team capabilities for future ticket handling.

Managed and supported network and systems for over 100 different companies within a Managed Service Provider (MSP) environment.Supported mixed environments consisting of Windows, Mac, Android, and iPhones, ensuring seamless operation and compatibility across platforms.Troubleshot and maintained client Remote Desktop Services (RDS) Servers, providing remote support to ensure optimal performance and reliability.

Executive level position responsible for company’s clients, vendors, and team members. Responsible for expanding the company’s business models and overseeing the planning and logistical operations for a first year event.Managed assigned projects in the area of meeting/event planning and worked with Conference Manager, Marketing Manager in order to plan the event.Responsible for hiring managers for Sales/Marketing, Conference, and Community Outreach departments.Developed and monitored budgets to ensure revenue and expenses kept within established boundaries. Reviewed financial information for accuracy, such as invoices for services and materials, subcontractor invoices, and all related operations expenses.Negotiated and worked with venues, general contractors, labor, security, transportation, and all related vendors to agree on acceptable contracts with the selected property for review and approval by the CEO, protecting the financial interests of the client.

Managed and supported network and systems for 60 users within a mixed environment of Windows and Mac operating systems.Provided both on-site and remote support for eshots servers, ranging from Windows 2003 to Windows 2011 server environments, ensuring smooth daily operations.Utilized tools such as Windows RDP and Level Platforms monitoring systems to remotely manage the company's network infrastructure.Designed, configured, and installed networks, servers, and workstations for users, ensuring alignment with current industry standards.Maintained all company equipment in accordance with standards and best practices established by hardware and software manufacturers.Efficiently managed various projects, including equipment upgrades, office moves, additions, and changes, minimizing downtime and interruptions to operations.

Responsible for working with the venue, overseeing event operations, and addressing any issues quickly, efficiently, and quietly in order to maintain convention attendees’ positive experiences.

Provided comprehensive on-site and off-site support to a diverse clientele, managing environments spanning from Windows NT server to Windows 2011 server.Remotely administered client networks utilizing tools like Windows RDP and Level Platforms monitoring systems, ensuring optimal performance and security.Designed, configured, and implemented networks, servers, and workstations tailored to the specific needs and industry standards of each client.Maintained all client equipment in strict accordance with current hardware and software standards, adhering to best practices established by manufacturers.Successfully executed a variety of client projects, including equipment upgrades, office relocations, expansions, and modifications, all while minimizing downtime and operational disruptions.

Played a pivotal role in shaping the strategic direction of the country's 3rd largest not-for-profit anime/manga convention.Held successive positions as General Board Member, Board Secretary, and ultimately Board CEO during tenure, overseeing critical aspects of organizational governance and decision-making.Contributed to the development and refinement of Anime Central's bylaws, ensuring the convention's autonomy and effective operation within the Midwest Animation Promotion Society (M.A.P.S.) organization.

Spearheaded strategic initiatives to advance the growth and development of the country's 3rd largest not-for-profit anime/manga convention.Cultivated new opportunities and fostered partnerships to propel the convention's expansion and enhance its impact within the community.

Negotiated and managed contracts with event venues, ensuring optimal arrangements and budgetary compliance for all scheduled events.Collaborated closely with venue staff to oversee pre-event and on-site programs, ensuring seamless execution within established budgetary constraints.Facilitated coordination between convention business units, allocating function spaces and fulfilling various operational needs to enhance event effectiveness.Orchestrated housing arrangements for over 500 staff members and coordinated with the Guest Relations department to facilitate accommodations for esteemed Guests of Honor.Monitored hotels and event venues throughout the event duration to maintain operational efficiency and ensure a smooth experience for all attendees.

Redesigned and expanded the role to encompass Human Resources functions to accommodate the growing staffing needs of the convention.Spearheaded the restructuring of the Staff Training Manual and successfully implemented its policies to enhance organizational efficiency and effectiveness.Cultivated positive relations between regular staff members and upper management, fostering a collaborative and supportive work environment.Facilitated the recruitment, selection, and training processes for new staff members, ensuring smooth integration into the organization.

Planned, organized, and effectively managed the department, crafting menus within budgetary constraints to cater to both staff and convention attendees throughout the weekend.Maintained stringent adherence to food safety and sanitation guidelines, ensuring the highest standards of hygiene and safety for all food items served.Implemented and conducted training sessions to educate department members on food safety protocols and best practices.Made strategic decisions to discontinue the Consuite in 2006, reallocating resources to enhance the convention experience and support overall growth initiatives.

Acted as a liaison between ReepPop organizers and esteemed Japanese guests of honor throughout the convention.Provided personalized assistance and support to Japanese guests, escorting them throughout their daily schedules and ensuring punctual attendance at all programming events.Addressed the needs and requests of Japanese guests while onsite, ensuring their comfort and satisfaction throughout their stay.

Monitored the convention’s nighttime event space making sure all rules and regulations were followed and assisted attendees when necessary.

Assisted in daily operations for the event under the Operations leads.

Contributed to a volunteer organization dedicated to promoting literacy through the science fiction and fantasy genres.Played integral roles within the organization, including convention Vice-Chairman, Hotel Liaison, Logistics Director, Assistant Director of ConSuite, and Assistant Director of Security/Operations.Coordinated various aspects of the annual fundraising convention, which attracted approximately 1,000 attendees each year.

Contributed as a member of the board of directors for several years within a volunteer organization dedicated to promoting literacy through the science fiction and fantasy genres.Played a pivotal role in co-authoring the original set of bylaws for the organization during its transition from the original corporation to Phandemonium.Participated in the organization's annual fundraising convention, which consistently attracted approximately 1,000 attendees each year.Info available: www.phandemonium.org www.capricon.org