DBG Ventures is a privately held holding company established to manage the business interests and investments of the Pistone, Todd, Johnson Family.

Navigating its startup phase, Ella Holdings & Capital stands as an AI-driven force in the crypto asset realm, exploring innovative investment avenues.

Technology Advocates’ guiding principle is to help businesses of all sizes maximize the productivity and efficiency of their Technology Investments through the application of reliable, high quality, seasoned technical expertise that is the bedrock of our company.

• Contract through Apex Systems to perform Tier 3/Premier Escalation support for SharePoint Online and OneDrive for Business via phone, chat, and email for multiple Fortune 500 customers; work directly and successfully in collaboration with all levels within customer accounts, from administrative staff to C-suite executives, to resolve escalated and issues that directly affect profitability and data security.• Serve as liaison between customers and internal engineering teams when code fixes or design changes must be devised and implemented; ensure that support information is delivered to both technical and non-technical users in clear, concise messages that all can understand.• Engage with customers during critical cases that cause production outages or business interruption; serve as key point of contact between customer executive teams, end users, technical staff, and internal executives and engineering teams during high stress situations to mitigate issues and minimize down time.• Oversee team of eight indirect reports and monitor chat and email communications from all support levels, Account Managers, Incident Managers, etc. to ensure that best practices and efficient solutions are derived; oversee Premier Escalation queue and locate best engineer to handle and complete the service request; ensure that all cases are assigned and completed before the related SLAs expire.• Recognized by management for leadership skills within vendor team, delegating resources to resolve complex issues, managing multiple high-level customer priorities simultaneously and effectively, and communicating successfully with all levels of customer organizations; actively work with internal tools required to troubleshoot and resolve issues in a dynamic online environment.

• Managed team of 35+ and grew company to monthly revenues of $100K by acquiring 75+ customers with 10-250+ employees requiring hardware, software, and cloud support services; directly managed all HR, finance, operations, procurement, and hired and trained sales staff of five; forensically analyzed all company workflow to integrate automation whenever possible.• Recruited, hired, trained, and managed 30+ support engineers to staff 24/7/365 Help Desk; directly handled Tier 3 and VIP Support for 30+ customers; worked closely with sales to ensure that all support contracts met profitability goals and customer satisfaction metrics.• Implemented and oversaw AutoTask Customer Management System including PSA, RMM, and CRM systems to ensure complete customer satisfaction; maintained a 98% customer satisfaction rating by creating and implementing an ongoing maintenance script for client workstations and RMM policies that resulted in a 40% reduction in monthly tickets (20% under industry average).• Migrated 75% of clients successfully into Office 365 as a Microsoft Cloud Solution Partner with emphasis on cloud first business practices; led client training for Office 365 to teams of 300+ to ensure maximum usage and adoption of purchased technology.• Ran multi-phase email migration projects utilizing Office 365 Groups to create standardized and replicable communication and data storage practices for customer teams of all sizes; configured complex Intune device management policies and Conditional Access Policies for all clients to ensure security in BYOD and remote working environments.• Held monthly and quarterly meetings with client-facing staff to discuss ongoing issues and upcoming technology needs; created hardware, software, and services budgets and planned equipment replacement schedules which lowered costs by 25%; negotiated LOB support and equipment contracts with vendors to reduce costs by 20%.

• Promoted from IT Support Technician at sister company (Sierra Computer Group) to lead Help Desk operations; managed team of 10+ and supervised 500+ customer accounts to ensure that all support tickets were completed within stated SLAs; implemented ongoing team training that reduced Tier 3 and issue escalations by 15% within 90 days.• Oversaw manufacturing of all systems and implemented Build Books for all company products to ensure consistent product manufacturing; established Odoo (formerly OpenERP) inventory management system for $1M in assets and led team to recover $30K in “lost” items.• Reduced warranty costs by 90% by implementing protocol to use refurbished equipment from RMAs; managed shipping and RMAs for domestic and international customers; reduced RMAs by 75% by implementing burn-in testing to identify hardware issues before shipment.• Assisted with dispatching in-field technical support and handled all Tier 3 and Customer Satisfaction Escalations to ensure customer satisfaction; conducted training sessions to instruct client end users on new technologies and LOB applications; increased customer satisfaction ratings by more than 60%.• Performed site surveys for prospective customers to determine pain points with current products and services; collaborated with Account Managers to devise proposals for Managed Services and infrastructure projects that best met prospective customer needs.• Led ongoing meetings with Account Managers, senior management, and end users to understand all ongoing issues and upcoming technology/product demand; devised and assured adherence to technology budgets and planned equipment replacement schedules; reduced inventory and equipment costs by 20% by negotiating LOB support contractors with vendors.

• Provided Tier 2 iOS, MacOS, and iCloud support for AppleCare customers via remote access and phone; regularly met or exceeded all support metrics and goals in diagnosing, troubleshooting, and resolving a wide range of software, hardware, and connectivity issues in a dynamic, fast-paced call center environment; recognized by management for excellence in customer support and retention.

• Worked with cross-functional and senior management team to develop and implement Service Desk policies and procedures; reviewed all internal processes and procedures and identified recurring tasks and automated workflow that improved efficiency by 35%; collaborated with clients to evaluate workflows and automate business processes to create high-value services and achieve trusted advisor status.• Provided Tier 2 and 3 server and desktop support for 80+ top-level customers ranging from 20-100+ users; support customers remotely (by phone or remote access) and on-site; created initial surveys of prospective client environments in support of sales and business development teams.• Led and implemented project creation and planning for clients including Active Directory creation and migration, Exchange and Office 365 migrations, complete infrastructure replacement, managed services rollouts, and backup configurations.

• Contracted by TEKsystems and managed team of two technical associates to provide Tier 1-2 Help Desk support for Vehicle Location Services (VLS) Dept, including Remote Desktop support to 20+ clients with 100+ users with 24/7 coverage; worked with senior management team to develop and implement Policies and Procedures for VLS Help Desk; imaged and configured laptops for client deployments.• Implemented OSTicket software for proper tracking and resolution of issues which eliminated 35% of recurring issues and increased efficiency of issue resolution by 42%. • Devised and launched workstation deployment system that created initial workstation image, built an imaging bench to deploy 30+ workstations/night and 1,500 workstations within 90 days to remote franchise vehicles; configured and calibrated VLS software and cameras on franchise vehicles.

• Led team of two technical Project Managers and directed all functional operations (business development, marketing, sales, customer service, accounting, etc.) in the development and daily operations of this technology consultancy firm with annual revenues of $300K. • Provided Help Desk support to small and medium-sized businesses in the Las Vegas area on a contract basis; top customers included:-- GM Enterprises – provided general IT support, virus removal, PC set up and troubleshooting, as well as software/hardware upgrades.-- Speedy Clean LLC – handled all network administration such as work on GPO, PBX, DHCP, DNS, Static IP configuration, Active Directory, network storage, and file permissions; implemented and maintained a ticket tracking system for IT issues; maintained IT support such as PC set up and troubleshooting, website enhancement, server administration, and QuickBooks integration/maintenance.-- Sin City Rollergirls – led general IT support for local affiliate of the Women’s Flat Track Derby Association, including PC set up and troubleshooting, scoreboard operations/maintenance, projector set up, and remote WebApp programming for scoreboard control.

• Exceeded call handling goals, closing an average of 60+ calls/day (25% above quota), with 75% first-call resolution and average talk time of 5.5 minutes, far exceeding the seven-minute expectations.• Diagnosed, troubleshot, and resolved wide range of software, hardware, and connectivity issues; recognized for putting the customer first and asking probing questions, researching out-of-the-box solutions that saved each customer time and frustration, and honing problem-solving excellence and protocols.