Primary resource to resolve all IT related issues. Responsible for maintaining network security and performance; server resources and uptime; software patches and updates; user accounts; and computer equipment. Manage all IT related vendors and perform due diligence for new vendors to ensure compatibility and compliance. Create and maintain IT policies, procedures, budgets, business planning and future roadmaps. Evaluate business workflows and implement technology solutions to resolve inefficiencies. Responsible for investigating all HIPAA violations and breaches; reporting and documenting as required.

Escalation point for agitated or irate clients, ensuring resolution and proper communication throughout the troubleshooting and resolution process. Manage schedules and workload for 31 IT Technicians, 4 Door Access/Surveillance Technicians, 4 Low Voltage Project Managers and 8 Low Voltage Technicians. Triages incoming service requests, ensuring critical and high priority issues get expedited service. Assists with IT Project Management for quarter million-dollar (or greater) improvements or upgrades. Ensure IT technicians are properly trained and meeting service delivery standards.

Responsible for the day-to-day operations of the IT Department. Including staffing, coaching, mentoring, deploying new equipment, orientating new staff, and ensuring tickets get resolved in a timely manner. Daily responsibilities include reviewing and compiling reports, handling critical issues, tracking project progress, maintaining relationships with staff, and primary escalation point for c-levels, directors, managers, and doctors.

Helped residents keep their technology in good working condition and tutored them on how to most efficiently use it. Often involved installing new computers, data backups/recovery, hardware/software updates and repairs, and managing company improvement projects. Included work VOIP systems, maintaining public networks, writing monthly articles and giving monthly seminars.

Information systems management both remotely and on site. Evaluation of next-generation technology so it can be properly implemented into the workforce. User training and support on technologies ranging from computers to printers and scanners. Developed multimedia apps for use in English training classes.

Internet technology support for Bell South Internet for residential or business customers on issues relating to dial-up internet, DSL internet, website design, business network technologies. Phone calls, online chat and remote access were all used as methods of communication and repair.