• Responsible for managing 2 Application Support teams that provide multi-platform support on a list of in-house developed products to over 1500 customers.• Managed Helpdesk activities- phone/email queues, SLA, scheduling, reporting needs.• Responsible for overall hiring, training, development, performance/salary reviews, and termination.• Design, implement, audit and coordinate Helpdesk processes/procedures.• Manage/oversee software upgrades/migrations for over 1500 clients.• Review/Approve minor, major and emergency application releases to production in collaboration with Support, Development/Implementation teams within Agile DevOps environment.• Coordinate and oversee any required Alpha and Beta testing and postproduction issues.• Monitor the level of customer satisfaction and communicate with customers, Account Managers or Sales to resolve customer problems or concerns.• Lead cross functional team meetings around topics of support, product/feature releases, and process improvement.• Create dashboards/reports in BrightGauge and other reporting tools for individuals, teams, departments, and management.• Review customer maintenance agreements for accuracy, adjust maintenance costs annually.• Manage vendor relationships.• Review and approve supply orders and hardware repairs.• Involved the yearly SOC 2 Type II compliance and evidence gathering.• Present at Milner’s yearly user conference.• Attend workshops/conferences, stay abreast of technology changes.• Provide managerial assistance to the IT department as needed.• Recommend products, features and solutions to achieve company objectives and improve offerings.• Manage documentation team and IT Glue platform.• Implement and deliver bi-weekly Bite Size (short) training for Technical IT staff• Own and manage IT Customer Onboarding process.• Manage implemention of the Network Devices Monitoring tool Auvik• Manage and provide training on Breach Secure Now - Security Awareness Training Platform.

Knowledge, Process Improvement & QA• Design, implement, audit & coordinate HD processes as per ITIL best practice• Provide strategic recommendations on implementing new products and solutions internally• Recommend IT strategies and procedures to IT department• Lead Implementation and transition to new Knowledge Mgmt. System – IT Glue • Perform Configuration & Knowledge Mgmt. leveraging LabTech, ConnectWise & IT Glue• Develop and implement QA monitoring to improve HD customer service• Implement gamification to encourage participation in documentation for HD staff• Attend customer business review meetings to help improve support & customer satisfaction• Attend Stakeholder engagement meetings to help improve HD servicesManagement• Establish documentation teams mission, principles & branding• Facilitate focus group meetings to establish strategic short & medium term departmental goals• Create Goals & KPI setting framework• Recruit, train and supervise small group of support staff• Support/Tool Vendor mgmt.• Field complaints & escalated help-desk tickets from customers• Perform duties of Major Incident Manager & Level 1 HD Supervisor as neededTraining Coordinator & Facilitator• Implement new customer training program to educate & train HD staff on customers environment• Implement online testing solution to assess competence of HD staff in accordance to training materialReporting• Create dashboards and reports for mgmt. by utilizing BrightGauge and ConnectWiseProject Management• Assist Project Managers & Senior Engineers in on-boarding & in implementing IT solutions for clients e.g. Office 365, SharePoint, OneDrive & other services.Security & Compliance• Implement Cyber Security training and awareness program company wide• Present at Milners Cyber Security Seminar & Annual IT Showcase on security offering• Lead gathering of evidence & documentation for SOC2 Type II Audit

Documentation• Create and maintain technical & non-technical documentation• Fully document 100+ clients network and infrastructure• Regularly Attend seminars pertaining to Managed Service Providers, Security and Process ImprovementTraining Coordinator & Facilitator• Schedule training and design and develop training programs• Conduct training needs assessment (technology, process and customer service).• Design and prepare educational aids and training materialsReporting• Run reports pertaining to customers network configuration and security• Replace Help Desk CSAT solution with an improved solution while cutting cost and simplifying reportingSecurity & Compliance• Develop & Implement Security Best Practice policies & solutions for customers to adhere to HIPAA compliance• Administer Milner's Anit-Virus solution Webroot• Provide Cyber Security knowledge to marketing team to assist with posting cyber security blogs

• Provided an outstanding level of desktop, mobile device, hardware & application support from normal staff to executives (Lvl 1 & 2 Support)• Troubleshoot & configure Microsoft Office Suite, Dell Laptop/Desktop hardware & Windows Phone, iPhone and Android OS Mobile devices• Provided Video conferencing support to executives and senior managers• Provided timely user account provisioning for a wide range of applications and systems including AD, Exchange, Telephony, Call Centre & Finance/HR applications• Delivered major project to implement improved printing solutions, saving up to $25K pa• Delivered excellent service to customers over the phone, face to face and via email• Coordinated with various support suppliers internal IT and other 3rd party vendors• Utilised ITIL methodologies to continually improve processes, increase efficiency and deliver better outcomes to end use• Identified opportunities to reduce mobile and wireless costs by $3K pa• Utilised excellent troubleshooting skills in MS Windows XP, 7, 8, 2008 R2 Server & Virtual environment to quickly diagnose faults and resolve issues• Provided print server management and troubleshooting (Canon and Xerox)• Regularly coordinated large volume of lease returns• Managed and reported on the service desk queue to have ensured tickets were closed in a timely manner• Developed, assisted and rolled-out an improved service management tool (Track-it)• Deployed and managed Standard Operating Environments (Imaging)• Managed and maintained IT asset registry and software licensing to a high level of integrity• Followed purchase order process and sought approval from management accordingly• Completed regular IT inductions for new staff• Delivered an outstanding level of training for staff and IT recruits• Developed user guides and check-lists to improve productivity and minimise process errors• Performed security audits, back-ups and disaster recovery tasks. • Involved in yearly disaster recovery test run

• Provided expert technical advice, support and training to clients• Installed software and hardware• Utilised excellent troubleshooting skills to quickly diagnose and resolve faults• Developed Basic HTML/Flash websites, Flash Interface designs and basic scripting• Video editing• Designed business cards, brochures and marketing material

• Provided an outstanding level of technical support to a major telco provider, specialising in Cable, ADSL, Wi-Fi and Wireless• Configured modems/routers, LAN connections and TCP/IP settings• Utilised excellent conflict resolution skills to deal with challenging situations• Awarded Agent of the Month for November 2008

• Payroll and administration duties• Delivered excellent service to customers• Managed stock levels• Prepared quotes• Designed and implemented successful marketing and promotional activities