• Based in Dallas, TX, I deliver technological support both in-person and remotely across Dallas, Fort Worth, Austin, San Antonio, Houston, New Orleans, Baton Rouge, Rogers, and Tulsa, with travel to sites as needed • Deliver strategic guidance and support to team members across managed cities, ensuring SLAs consistently exceed the 95% threshold, and act as an escalation point and liaison between internal teams/partners• Utilize ServiceNow to efficiently manage and generate tickets, oversee asset management, leverage knowledge bases articles, handle automatic ticket assignments, and allocate tickets as required. • Mentor the team in the use of tools, including but not limited to Microsoft Intune Portal, Nexthink, Azure AD, Active Directory, PingID, Microsoft Products, PuTTY, and more, to optimize day-to-day operations.

• Managed the Texas team of 15 to 60 technical and non-technical consultants in operational delivery to increase our customer and client satisfaction.• Handled Ad-Hoc projects to completion by using project and time management skills. • Built and used risk management plans to mitigate, transfer/share, accept and avoid risks for the project.• Created and deployed structural processes to increase the morale of our consultants. Stayed within budgeting constraints while creating incentive programs.• Minimized co-management issues by building client relationships and working as a liaison between both companies.• Developed metrics to track performance, resources, risk management, customer satisfaction, project initiatives and consultant morale.• Collaborated with internal team to create tools that consolidate work and avoid manual tracking to increase efficiency.

• Planned, remediated, and helped to adopt Office 365 services within a Hybrid or Cloud only environments: Exchange Online & Outlook Mobile, One Drive & SharePoint Online, Microsoft Teams, Microsoft Planner, Microsoft Project, and Office 365 Pro Plus.• Supported self-migration assistance from the following On-Prem Solutions to the Cloud.o File-Share Server Data to One Drive and/or SharePoint Onlineo Exchange 10, 13, and 16 to Exchange Onlineo Skype to Skype for Business Online and/or Microsoft Teams• Served as a liaison between the account team, partner, and the customer when statement of work is out of scope and requires specialized support.• Formed strategic relationships with key stakeholders within our client organizations including the IT Directors, CTO, CIO, and Line of Business leaders, as well as technology professionals.• Empowered consultants with self-development programs to increase active usage of Office 365 services and delivery outstanding service to all clients

• Assisted in the creation of technical knowledge base manuals for customer reference prior to escalation. • Created internal and external process documentation for job aid.

• Effectively managed a team of 50 to 80 specialists in the US, Costa Rica, and India to achieve and exceed quality metrics in operational delivery resulting in an increase of customer satisfaction.• Reduced attrition by 20% through implementation and adherence to an improved mentoring program.• Assisted in maintenance and development of global standards for all regions supported across the globe.

• Maintained quality assurance scores above the require standard of 95%.• Supplied case status reports on different accounts to the primary Technical Account Manager.