Our mission at Epoch is to utilize a proactive, creative solutions approach to your business IT needs.Epoch is an IT Managed Service Provider focused on solving business and technology challenges to meet your organization's goals. Our proprietary process solves many computer issues automatically.We are committed to delivering successful, technology solutions to your industry-specific challenges in a fast and reliable manner. The success of our customers is our highest priority.Client Support Specialist/Project Manager/Operations AssistantClient Support Specialist · Completed work orders based on severity and priority. · Responsible for all hardware deployments as the Onsite Project and Field Engineer · Documented all interactions and recommendations into the ticket using ConnectWise. Project Manager · Developed a project management processes for New Client On-Boarding · Responsible for Project Communications, building and providing timelines for client side projects · Supported operations through direct client assistance, communication, and consultation. Operations Assistant · Directed operational level staff meetings with technical team · Organized internal structural procedures · Created Knowledge-base structure within OneNote · Collaboration with Executives to achieve the vision and mission of the company

~ Managed multiple divisions within the field service department, Internal technicians as well as Outsource technicians throughout the U.S ~ Coordinated on-site technicians for projects based on skill and urgency. ~ Delivered KPI Metrics and overall health of the department to the Executive team.~ Reporting constraints and celebrations with the executive team on a weekly basis. ~ Managed the hiring and termination of direct reports as well as an extensive vetting process for Outsource Markets. ~ Development of technicians into greater roles and promotions into other departments.~ Resolved escalated issues while meeting department SLA’s.~ Developed and maintained a highly effective, satisfying end-user experience, through collaboration with other departments.

~ Responsible for Daily Schedules and coordination.~ Reviewing Weekly Timecards for accuracy and discrepancies. ~ Developed and implemented Outsourcing Department, Policies, procedures and full admin of all Outsource personnel and website.~ Onsite Lead for many Major Client Projects. New client acquisitions, New Network Roll out, Upgrades to current infrastructure, Client Renovation Projects.~ 75 Server Room Cleanups, removing all equipment and rebuilding new racks with new cables and equipment. Troubleshooting issues after new configuration is complete.~ Analyze information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems.

~ Deployment of new equipment including PC’s, Peripherals, Servers and Network Devices.  ~ Maintain and develop customer relations through account support as well as a liaison with internal support center. ~ Troubleshooting onsite issues related to POTS lines, Cat5 cable, Fiber and Wireless. Toning lines using Fluke devices~ New Client Projects including Domain and Network takeovers. Joining pc’s to a new domain, creating new profiles and user drives, password recovery of network equipment. ~ Maintain accurate records of all work completed on telecommunication equipment as well as all new turn-ups, cutovers, and cross-connects

Kitchen manager

~ Implemented daily tracking of high cost items through computer based spreadsheets~ Maintained all internal computer components, POS Systems, Battery Backups, Modems, Cat5 Cabling, and Managers Workstation~ Achieved highest award for customer Service “Walk on Water” Issued by the Corporate office of Rare Hospitality Inc.