Led up to 25 customer projects annually with up to 10 direct and consulting reports (helpdesk, mid-level technicians, senior engineers) to support internal and customer projects and operations. Supported customers in multiple verticals.COMPANY BACK OFFICE LEADERSHIP: Deployed automated solutions for internal back office and production processes.PRIMARY CUSTOMER PROJECT LEADER: Managed initiatives and projects to align with MSP and customer business… Show more Led up to 25 customer projects annually with up to 10 direct and consulting reports (helpdesk, mid-level technicians, senior engineers) to support internal and customer projects and operations. Supported customers in multiple verticals.COMPANY BACK OFFICE LEADERSHIP: Deployed automated solutions for internal back office and production processes.PRIMARY CUSTOMER PROJECT LEADER: Managed initiatives and projects to align with MSP and customer business strategies.PRODUCTION & CYBER SECURITY: Implemented ConnectWise Automate RMM, Auvik network monitoring, Liongard, TimeZest (automated scheduling), and Cyber Security monitoring tools (Sophos, Darkweb scanning).SOFTWARE / PLATFORM / VIRTUALIZATION PROJECTS: Directed all customer virtualization projects with 100% success rate.INFRASTRUCTURE PROJECTS: Managed infrastructure projects including switches, routers, access points, VoIP systems, firewalls, servers, location moves, projectors, cameras, theatres, sound reinforcement, and more.CUSTOMER SATISFACTION: Implemented/managed new survey and grew customer response rate from 3 to 100 per month. Over 12 months, moved responses to 90% highly satisfied.TEAM LEADERSHIP: Wrote job descriptions, screened candidates, and developed onboarding/training processes, including mentorship and development plans. Company grew from 3 to 14 employees in 18 months.CISCO SWITCH NETWORK MIGRATION: Managed team to switch out Cisco switches and 97 Cisco AP’s, consolidated 100 VLANS down to 8, and upgraded from 250 mbps to 2 separate 1-gig circuits with traffic load balancing.MANAGED SERVICES OFFERINGS PORTFOLIO: Designed service offerings portfolio, developed messaging, procedures, templates, descriptions, and documentation delivering company strategic move to managed service model.SCHOOL COVID19 CUSTOMER EMERGENCY: Took charge of 5 internal resources and 15 school employees to design COVID19 crisis program in 1 week and launched functional solution within 1 month. Show less

IT Manager, PCC Aerostructures Division, Progressive Site Precision Castparts CorporationSupervised 4-member team to support technology environment and manage technology, hardware, software, and network projects for 270-employee site. Supported/ managed infrastructure projects at sites in USA, Mexico, and Canada. Managed site IT supply chain, chargebacks, licensing, headcounts, and new projects. Developed/controlled Opex and Capex IT site budget.IT & BUSINESS EXECUTIVE… Show more IT Manager, PCC Aerostructures Division, Progressive Site Precision Castparts CorporationSupervised 4-member team to support technology environment and manage technology, hardware, software, and network projects for 270-employee site. Supported/ managed infrastructure projects at sites in USA, Mexico, and Canada. Managed site IT supply chain, chargebacks, licensing, headcounts, and new projects. Developed/controlled Opex and Capex IT site budget.IT & BUSINESS EXECUTIVE ENGAGEMENT: Nominated to join site C-level teams and committees to plan technology projects.STRATEGIC ENTERPRISE LEADERSHIP: Developed use/business cases, identified technical requirements, and managed projects to meet enterprise goals for cost and efficiency.QUALITY CONTROL: Co-led efforts to increase speed of quality control and inspection. Over 5 years, saved $1M in labor costs.SAFETY TRAINING CAMPAIGN: Co-launched site Safety Training program aligned with corporate initiative. Achieved certification and project managed training for 270+ local employees. Chaired Safety Steering Committee. Show less

System Administrator, Progressive Inc.Precision Castparts CorporationManaged mid-range system, thick client, and mobile computing spaces in an outsourced environment (Windows, domain-based). Maintained overall network integrity and security for LAN/WAN infrastructure. Worked closely with IT infrastructure leadership and outsourced technology partners to define and align solutions with overall business strategy and specific needs.WINDOWS-BASED SERVERS: Deployed and maintained… Show more System Administrator, Progressive Inc.Precision Castparts CorporationManaged mid-range system, thick client, and mobile computing spaces in an outsourced environment (Windows, domain-based). Maintained overall network integrity and security for LAN/WAN infrastructure. Worked closely with IT infrastructure leadership and outsourced technology partners to define and align solutions with overall business strategy and specific needs.WINDOWS-BASED SERVERS: Deployed and maintained all Windows-based servers, designed, and managed domains, and delivered Exchange maintenance and support.SECURITY AUDITS: Participated in security audits and collaborated with IT team to resolve issues and discrepancies. Show less

Customer Project Manager & Senior Customer Support Analyst, Geek Squad ("Double Agent")Best BuyManaged large, high-profile customer projects valued above $100K. Designed, installed, calibrated, quality controlled, and conducted training for customer projects. Senior local/regional technologist to develop internal training, SOPs, and documentation. Worked with local, regional, and corporate teams.REGIONAL & CORPORATE TRAINING CLASSES: Developed curriculum and content for… Show more Customer Project Manager & Senior Customer Support Analyst, Geek Squad ("Double Agent")Best BuyManaged large, high-profile customer projects valued above $100K. Designed, installed, calibrated, quality controlled, and conducted training for customer projects. Senior local/regional technologist to develop internal training, SOPs, and documentation. Worked with local, regional, and corporate teams.REGIONAL & CORPORATE TRAINING CLASSES: Developed curriculum and content for networking, video theory, windows repair, multi-meter use, AV, lighting, HVAC, and control systems and other training classes. Personally conducted classes to many teams across DFW market. Training included proper code compliant wire management as per residential and commercial NEC code.PROCESS DOCUMENTATION & SOPs: Contributed key technical information to develop and write SOPs and process documentation for calibrations, automation programming, Troubleshooting Theory, and Brand Standards. Show less