Konica Minolta Acquires Altuscio Networks as part of All Covered

As Remote Support Manager (Altuscio Networks 2016) Designed and implemented company structural change to improve efficiency and manageability of the support organisation resulting in reduced conflicts and improved job satisfaction for employees.Created a dedicated Remote Support Team and improved support performance and customer feedback.Improved call handling processes without increasing staff resulting in lower ASA, call abandonment while call volume increased by over 100%.Created reporting metrics and forecasting of call volume.Perform staffing duties; performance appraisals, interviews, discipline and or terminate employees.Take on additional management tasks as assigned or needed by the COO.Fill in for the COO when needed.As Team Lead (Altuscio Networks 2015-2016) Supervised and support team consisting of local, remote technicians, and field engineers.Coach and mentor technicians to provide the best customer service possible.Be a point of escalation for all technicians in all areas of the business.Monitor open service requests and step in to aid timely resolution when needed.

This position involved managing the desktop support services team, vendor management, and IT systems management. I have designed and implemented improvements in security, data protection, policies, and performance of our ERP system and VMWare hosting environment. Created documentation and implemented PowerShell scripts to perform automated maintenance and monitoring of Windows servers, user account management, and the Hyper-V environment.

Jack Henry Purchased Goldleaf Financial Solutions and roles changed dramatically for those in the IT department. I aided my director greatly in developing systems and processes to leverage existing employees and improve customer service.

Alogent was purchased by Goldleaf in January 2008. I was promoted to IT manager and given the task of managing the helpdesk team and thusly all internal systems. Our team supports our employees and external customers when customer care needs to escalate issues out of thier department.

I managed all IT infrastructure from the demarcation point to the human interface devices, hardware lease rotation, participated in and supervised desk side support. Twice managed data-center relocation as we grew and were acquired.

Interfacing with fortune 500 customers for pre-sales support, performing project management, customer training the trainer as well as end users and on-going support of high bandwidth digital fax systems (RightFax)

I performed Netware and NT server support, desk side support and hardware replacement.