Leading 8x technical and non-technical operational support teams (Dispatching, Procurement, Bench/Field, and 5x Service Desk teams)Managing the global service delivery model and subsequent processes and proceduresLeading and overseeing day-to-day support service operations.Internal systems management and improvement.Incident managementCoaching and development of internal leadersCoaching and development of technical team members (managing growth roadmaps, certification paths, etc.)Seeking to constantly improve the flow of work. Trying to make it easier for our partners to get what they need and make it easier for our team to deliver it!

• Responsible for the leadership, management, and IT service delivery of 18 direct reports comprising of 5 geographically dispersed support teams for hundreds of partners and locations, supporting 10,000+ devices. • Developed a scalable service delivery model that increased team ownership and accountability of partner networks and improved inter team cooperation resulting in sharpened project and support delivery.

• Primarily responsible for the leadership, management, and project delivery of the Professional Services Team • Completed full review and overhaul of project management process. Implemented a hybrid waterfall/agile project delivery process based on PMI and MSP best practices, increasing team effectiveness and efficiency while increasing their autonomy and project ownership. • End to end management of client IT projects. This includes scoping and pre-sales engineering (initiation & planning), Implementation (execution), QA and monitoring (monitoring & control) and project wrap (Closure) in accordance to industry and internally developed best practices

•Primarily responsible for the leadership, management, and overall project delivery of the Implementation Team •End to end project management for all client and internal IT project deployments to include, implementation of new core networks, Host server replacement, application upgrades, server OS upgrades, Server migrations, Mitel Cloud & On-Prem deployments and O365 migrations

Maintain network servers such as AD/App/File/Print/Hyper-V/ShoreTel ServersAdministering: Office 365, Spam Filtering (Barracuda, O365, Red Condor) and email routing, desktop computers, printers, routers/firewalls (Sophos, Fortinet, SonicWalls), switches, phones (Shoretel, Mitel), personal smartphones, software deployment, patching and updatingServer Administration: add, remove and modify AD, distribution lists/security groups, GPO design and implementation, restoration and back-up of data

• General system administration functions, server health maintenance, capacity analysis, log review, system back-ups, patching/updating, server creation and management (VMWare), Active Directory Administration.• Cross-functional liaison between IT and all other departments in the organization • Project cost analysis• SharePoint (Online) site design and implementation• Designed and implemented regional, and national level file share system• Vendor relationship management • IT Inventory Management and purchasing

Communication Supervisor • Training IT communicators on SDN-M and SDN-L setup, maintenance, and breakdown. • Conduct site surveys • Manage Equipment Inventory • Operational equipment testingInformation Assurance(IA) Administration Section Supervisor • Monitored multiple networks for IA incidents • Designed and briefed senior staff of all active IA incidences in our AOR • Assisted in redesign of SharePoint site to improve internal reporting System Administrator/Helpdesk Technician • Trained client administrators on tier 0 troubleshooting techniques • AD account creation • Client PC and peripheral support (Tier 0 - Tier 3) • Server Log reviews • Server maintenance and upgrading • End-user support