• Managed daily operations of a team of 6 technicians, providing support for 200+ clients and 2,000+ endpoints using Salesforce.• Enhanced productivity by mentoring team members, improving ticket escalation, and facilitating knowledge transfer between support tiers.• Implemented SLAs, resulting in increased meantime resolution and a client satisfaction rate of over 95%.• Fostered a knowledge-sharing culture, creating career advancement opportunities and promoting from within.• Optimized call flow, achieving a 92% answer rate and reducing abandonment to under 8%.• Coordinated cross-functional communication to align company efforts and enhance client service.• Introduced procedural changes, improving communication and client experience.

• Responsible for day to day operation of the team by utilizing JIRA for project management to align the team with the business’s goals.• Helped manage communication brought to the team by lower tiers of support. Increasing ticket resolution and promoting mentorship to lower tiers to best serve our clients.• Guide team in building a dedicated test environment to validate patching and upgrades. Increasing the success rate of the team’s maintenances resulting in increased platform availability and reliability. • Strengthened a centralized monitoring platform (VROPS) for 6 datacenters providing real time monitoring and alerting. Allowing the team to shift from being reactive to proactive which freed up the engineers to focus on product enhancements.• Capacity planning for all platforms which allowed for proactive hardware ensuring a stable run way for growth.• Forecasting engineering time to ensure proper personel availability for client support as well as projects needed to provide new products and features.

• Provide start to finish Implement and support for new clients systems. Working with diverse groups to ensure success.o Disaster recovery and backup utilizing Zerto, Avamar, Intronis and Veeamo Infrastructure utilizing VMWare, vSphere and vCloud Directoro Desktop as a Service with VMWare horizon/DAAS• Documented implementation and support procedures enabling support tiers to provide the best client experience.

• Responsible for client uptime (VOIP phones, T1 and etc.)• Diagnose and evaluate call flow for call centers• Troubleshoot Phone and/or Edgmarc issues• Password resets and user creation

4 years on the hardware team and service team. Overlooking all break fix projects which included printers, pc, laptops and image scanners. Help design a new re-imaging process with network engineers. Phone support for vpn access, passwords, software errors and windows failures. Phone support for ICAT team which included resetting passwords and security questions for end user access to their retirement accounts.

Field tech assigned to hardware and software fixes. Which included printer fixes, hard drive replacements and reimages, and new pc imaging. I was part of projects that included the move of AAA from Philadelphia to New Jersey. I was also part of the the CHOP project to update and upgrade all systems in the kids first locations and the main hospital located in Philadelphia.