USG is a parent company comprised of thirty unique brands managed by one IT team. As part of this team, I led the implementation of a ticketing system to track and maintain support requests from over 2,000 end users, manage SLA’s, and measure IT team metrics.Highlights:• Project planning and implementation of company acquisitions to new MS 365 infrastructure• Designed and built articles, videos, and solutions for end-user training• Escalation path for problem tickets. Sole POC for MacOS related issues• Procured Telecom Management Expense system to consolidate billing and payments• Supported and trained team on various topics including Active Directory/Office 365 integration, Azure AD, and Mobile Device Management• Led the team in migrating MDM platforms for over 2,800 mobile devices

I provided custom data conversions for members migrating from a competitor’s point-of-sale suite. This process ranged from standard customer information to the more advanced sales history and administrative configurations. A full data migration would include customers and balances, sales history, tax settings, employees, and products.Highlights:• Implemented RAID VM solution to allow multiple concurrent migrations. • Resolve SQL migration issues when competitors update their software configurations. • Create and document data diagrams for new conversion types as they are developed.

Reporting directly to the VP of Member Solutions, I was responsible for implementing primary initiatives relating to our membership, publications, and credit card businesses. This involved communication with multiple departments about objectives, customer messaging, and data analysis as the initiatives were rolled out.I also managed the operations team that processed all account changes for our members. I designed and maintained the major Excel reporting structure that provided detailed activity of the sales staff compared to quota, YTD reporting, and specific sales and marketing campaigns as they were implemented.Highlights:•Review and analyze requests for cancelation of services in order to predict where sales focus can by concentrated in the future to prevent future cancel requests.•Provide daily reporting on new business initiatives as they are rolled out in order to track progress to forecasts and be able to adjust to customer trends accordingly.•Negotiated and implemented company-wide document storage and retention plan creating upwards of 15% in savings while freeing up additional company resources.•Drive the implementation of a new program that will generate incremental revenue and provide better service for current membership tiers.•Consolidated all submitted sales activity from six crucial departments and optimized them into one daily dashboard for executive management. •Created daily membership reporting to provide upper-management with view of operations.•Designed and implemented task-based tracking of sales contracts combining four depart-ments operations into one detailed flow in order to optimize efficiency.•Reviewed, documented, & made recommendations for existing business procedures in dif-ferent departments to identify where improvements could be made

I managed a team of ten comprised of Project Managers responsible for customer interaction as well as the Procurement Reps responsible for ordering and shipment of Point of Sale hardware.Highlights:•Oversaw the substantial upgrade of process-management software for tracking sales contracts along the implementation path.•Responsible for daily/weekly updates to upper-management on progress to forecasts.•Led major overhaul of the Excel quoting tool used by our sales staff for contract creation.•Handled all escalated technical issues encountered by the Project Managers.

I worked directly with our sales force, Implementation Specialists, and our customers to ensure that their purchase was handled as efficiently as possible. This included reviewing the contract for additional components requested, scheduling of the install, shipment of the equipment, and providing all necessary information to the onsite specialist.Highlights:•Part of the team that scheduled the highest monthly revenue in company history.•Sole management of all multi-location installs (average contract $40,000).•Oversaw the projects for over 1 Million in sales contracts.

This position consisted of 95% travel to client locations. It required multiple tasks during the typical four-day visit. This consisted of hardware inventory and troubleshooting, network setup, software configuration, and training clients and their staff. Highlights:•Lead Implementation Specialist on six Top 50 clients.•Lead Trainer for newly hired Implementation Specialists.•Worked directly with Development Team on software troubleshooting.

I worked with our customers on a daily basis to install software on their computer systems and trouble-shoot installation and support issues that came up as they used the software. Highlights:•Point contact for escalated issues requiring development intervention•Escalation Lead (Tier 2) for all issues not resolved within thirty minutes.

I was the main contact to four thousand customers regarding technical and customer support issues with their accounts. I worked in-depth with several private and dedicated server clients to custom configure their systems to the specifications that they requested. Highlights:•Managed and supported shared and virtual hosting environments.•Created and maintained online support knowledge-base with relevant information for customers.

I operated my own small business providing small and medium-sized business with local networking, web sites, and email services. I also consulted with other web designers on larger projects to that were to be designed and developed. The majority of these consisted of standard to advanced HTML with some additional Javascript.Highlights:• Developed and designed custom web sites for small businesses• Implemented LAN’s to enable company-wide email, print, and internet services• Custom use of HTML and Javascript scripting based on web site specifics