Oversee Support Services Teams:-Account Management/vCIO/TAM-Reactive Support-Proactive Support-R&DEnsuring process/procedure and operational accountability for all Teams and Team Leads. Coordinate staffing and operational needs with Professional Services Manager, and Leadership/Owners. Hiring, coaching, compensation for all staff within teams accountable to me. Working closely with Leadership and fellow management, took an integral part in restructure of company accountability and structure.As part of restructure, oversaw the adjustment in purview of the Proactive Support Team, and integration\creation of R&D Team. Hold staff and teams accountable to core KPI's and metrics.

Responsible for managing and implementing documentation systems using IT Glue, including gaining both the IT Glue User and Administrator certifications. Documented and provided oversight for the documentation of internal processes, including documentation templates, and review. Implemented Service Desk Manual.

Ensure that all is in place to provide the best user experience.Provide ongoing guidance to Help Desk members (Technicians and Service Engineers) during the day to remove roadblocks and elucidate unclear situations.Ensure the creation of a complete and standardized set of processes and procedures for the operation of the Help Desk.Ensure that Help Desk policies are implemented by all Help Desk members.Provide coaching to Help Desk members as needed for processes and procedures.Act as a point of contact for the Help Desk both with other “departments” of the company and upper management.Act as a point of contact for the Help Desk with clients, specifically regarding concerns and unmet needs, until this role could be handed to an Account Manger in 2023. Review tickets for accuracy and completeness.Review daily time entries, and time sheets for errors that could effect metrics and client billing.Implement KPI’s, review them, and help find ways to get them met.Transitioned the help desk dispatch from technician's selecting their own work, to a centralized Dispatcher and Calendar based model. Created and organized the Proactive Service team as a subset of the overall Service department to augment the Reactive Service Team, and drive down ticket volume and ensure security posture of client systems.

Handled receiving inbound equipment and orders, and picking equipment from inventory for project work. Documented and expanded on shipping and receiving processes to facilitate the tracking of equipment, ensuring that client equipment was configured and deployed in a timely manner.Managed inventory for both internal use and resale.

Provided 2nd tier support as an escalation resource, and as additional Tier 1 resource for inbound and outbound support. Assisted engineer with maintenance of client infrastructure, including Firewall, wifi controller and DNS record updates. Additionally supported engineering projects as project technician.Took part in weekly Operations meetings to develop and implement improved operational efficiency and new processes and procedures. Designed and Implemented Client On-Boarding processes, and was designated as Onboarding Coordinator for new client onboarding.Assisted CTO with implementation and operation of automation system using ConnectWise Automate and PowerShell. Moved away from this role to start training as the Project Manager. Took on the role of Project Coordinator, assisting CTO/Engineer with coordinating project communications with clients, and running weekly company project meeting.

Primary technician for new machine setup and deployment to clients.Primary contact for onsite support issues. Held this position concurrent with other company roles.

Provided on-site and remote desktop support for clients ranging from machine deployments, general user assistance, and special case projects.Was the dedicated technician for several clients, based on explicit client or account manager request.Acted as a 2nd tier escalation resource for the helpdesk and fellow desktop technicians.Completed engineering level projects such as O365 migration, Quickbooks server upgrade, and NAS deployments.Developed a successful reputation for handling difficult technical challenges and challenging client interactions.Assisted and advised the management team on areas of concern and stress for fellow technical staff, proposing several implemented systems for documentation, call center structure, and process flow improvements.Responsible for New Hire Training, including technical skills, processes, and procedures. Further, worked with the Engineering manager to create and implement a virtual environment for ongoing training and testing.Implemented script-based new system deployment process capable of configuring systems with a per machine average of 30 minutes.

Provided onsite and remote desktop, server, and email support to clients, including new user creation, 3rd party applications, hardware diagnostic, new machine deployment and upgrades, and network troubleshooting. Created and maintained PowerShell script library. Improved consistency of, and reduced time required to deploy new computers via configurable PowerShell scripts. Completed onsite and remote security audits and assessments; generating and executing actionable items to mitigate or eliminate risks to client data and infrastructure. Managed security incidents and breaches by securing accounts, investigating causes and impacts, determining preventative and remediation tasks, and producing post mortem reports.Recommended and deployed domain-level Group Policies to create consistency, enforce security and overall support client business and IT infrastructure needs. Created and used Powershell scripts to pull user account, and mailbox data from Windows Server and Office 365 for review. As well, created and used PowerShell scripts to create and update user accounts and mailboxes. Administered Office 365 with the ability to manage user identities and mailboxes via both the Web UI and PowerShell terminal or ISE.

Was primarily responsible for providing frontline technical support answering inbound/outbound client calls/emails; resolving or escalating as required. Products supported included Microsoft Windows, Mac OS, Windows Server, Active Directory, Exchange, MS Office, Outlook, Office 365, printers, Adobe Acrobat, and third-party systems.To minimize the need for additional user contact and unnecessary escalation to partners, volunteered as a consultant for the Extended Help Desk team in India. Provided clarity and technical assistance on tickets assigned from the US based help desk. As a member of the Peer Mentorship Team, provided ongoing and new hire training. Improved the quality of partner escalations by creating a unified auditing process for such, which included the implementation of peer review and coaching based on audit results. To assist Team Lead, generated Site and Partner reviews analyzing help desk implementation and utilization, including actionable recommendations to improve technician efficiency and reduce Partner escalations. With standing approval from team lead, as work load permitted, would take on and resolve tickets assigned to Level 2 technicians, resulting in being referenced informally as a Level 1 ½ Technician.

My original responsibilities were providing phone and email support for up to 7 product lines. After my first year I became additionally responsible for managing and providing initial trainings for new clients, both one-on-one and in group sessions. Training responsibilities also included the hosting and organizing of daily general training webinars, as well as face-to-face and online training sessions to meet client needs.As an adjunct of my training role I wrote and recorded product tutorials and videos, in addition to managing the client support portal for 4 product lines.Content creation duties resulted in me generating up to 200 tutorials, FAQ’s, support articles and related materials.

Designed and Created Chainmaille Jewelry.Generated and maintained business records, adhering to state and federal tax regulations. Met with local businesses for the promotion and sales of merchandise in their stores. Engaged in direct sales to customers and fulfilled custom orders. Created spreadsheets to record, track and calculate business data, including sales, expenses and tax information.

Primary responsibilities included the supervision and oversight of cashier performance while ensuring adherence to policies and procedures for front end operations. Trained new hires and provided continued training of current associates, including providing coaching for associate growth opportunities and regular formal performance reviews. . Oversaw store pet adoption program, while maintaining compliance with corporate Policies and Procedures.

Upon returning from a hiatus to complete college, I was cross trained in cashiering and within 6 months promoted to Lead Cashier. As Lead Cashier I was responsible for supporting managerial staff in the maintaining cashier adherence to policy and providing peer coachings.

Original responsibilities included customer support and product stocking duties. After my first year I was cross-trained and transferred to the Pet Care department where my responsibilities included the sale and proper care of all animals in the store.

Clerical and administrative duties. Coordinated on projects with Parks and Recreation, and City Manager's Office.