A blend of leadership, technical expertise, and strategic thinking.

At ICSI I design and implement solutions to modernize and strengthen our clients IT infrastructure and security posture and support and maintain these solutions through their complete lifecycle.

● All duties as Technical Field Agent plus management and training of technical staff, project schedules, and resolution of escalated customer support issues.● Developed and implemented change in business plan and process, taking company from a traditional break/fix repair and one-off project work shop to a managed service provider model, providing constant revenue streams and increasing our value to existing and potential customers alike.● Remotely monitored, maintained, and supported managed business client accounts, equipment, and networks. Documented issues, resolutions and maintenance tasks in ticketing system.● Developed and implemented policies and procedures to provide a consistent level of support to all clients using industry best practices.

● Provided on-site and remote (email, telephone, and remote access) support for residential and small-business clients.● Prioritized and completed customer requests as received in a timely and cost-efficient manner.● Documented and invoiced the outcome of all repair and support tickets.● Met with new clients to discuss their IT pain points and future projects and discuss and formulate solutions to meet these needs.● Provided suggestions and proposals for improvements in client’s infrastructure where appropriate.● Planned, designed, implemented, and supported IT solutions for clients on a project basis.● Built, tuned, configured, and deployed custom PC and server systems to meet customer-specific requirements.