I was brought in to manage the IT department as well as turn around customer accounts. I identified many areas of improvement as well as dealt with inadequate staffing capabilities. • Researched and recommend replacement Customer Relationship Management (CRM) system, Remote Management and Monitoring (RMM) system and customer documentation system with a Kaseya suite. Led the technical implementation and integration of the replacement systems. • Used data from the new systems to perform data analytics to drive process improvement and enhance customer satisfaction. • Drove service desk restructure. Enabled ticket flows, automated responses, automated resolutions, problem identification, automated ticket closures, etc. • Revamped operations and procedures for the company streamlining customer support. • Defined and performed quarterly business reviews with customers. • The company had lost several key customers and the remaining were on the verge of leaving. I had a 100% success rate on turning the customers around and many of the companies starting recommending us to other companies. • Performed level 3 technical support during a transition to a new staff while leading field services restructuring for the organization. • Implemented O365 cross tenant management. • Designed, implemented and supported SDWAN services with Meraki equipment. Experience with Fortigate and Sonic wall products. • Desktop engineering utilizing images, software deployment tools, Microsoft and 3rd party software updates, terminal services and virtual desktops. • Participated in security standards reviews providing evidence of implementation and defining new systems and procedures to close gaps. • Provided internal and external security scans.

Led onboarding teams responsible for multiple Dell Cloud services including public cloud, private cloud and virtual desktop offers. Oversaw creation, management and training for processes transitioning services from finalized, sold deal to steady state support teams. Drove transitions of complex deals with services across multiple delivery organizations. • Developed performance metrics for onboarding managers and achieved over 95% compliance.• Created repeatable documentation to enable new project managers to be assigned work as needed. • Drove internal use of cloud services from $0 to $1,003,000 annually.• Enabled creation of two Customer Delivery Executive roles by maintaining ongoing customer relationships.• Performed monthly billing audits ensuring that 100% of sold revenue was billed correctly.

Worked with Product Marketing by providing feedback and input to marketing requirements for new offers. Primary responsibility for implementing marketing requirements, Conducted detailed analysis of systems, resources and process required for successful offer rollout. Used results of analysis, to engage appropriate teams to lead solution design, development and implementation. Leveraged technical skills, attention to detail, customer experiences and knowledge of Dell, to deliver new services to meet customer expectations.• Successfully converted all contracts from two acquired companies onto Dell contract terms.• Enabled servers to send hardware fault alerts automatically to technical support by launching Dell Resource Monitor project. • Launched Nehemiah project which collected and maintained information on Vostro line of computers.

Platinum TAM (Technical Account Manager) manager for Commercial Developed Central United States. Held prior role Performed role of CritSit lead during first shift and expanded program to include 2nd and 3rd shift leads to provide relief for on call leads. Managed team of 10 TAM’s responsible for Dell’s largest customers for the Central United States.• As Escalation Manager developed and expanded Field Escalations team to handle additional functions such as reducing field service follow-ups 99%.• Created and lead Dell’s Critical Response Process 2.0 (CritSit) for all enterprise product lines.

Began in Small and Medium Business (SMB) Transaction group and quickly moved to SMB Relationship group. Volunteered for CritSit lead role. Worked on Winning Culture and Time Utilization teams. • Enabled timely resolution of customer technical escalations by ensuring correct resources were assembled.• After seven months as new employee earned promotion to manager and higher paygrade.

Transitioned with acquisition to start new practice in Austin, TX. Provided Product management and presales support.

Started Austin Division of Professional Services. Grew team to nearly 20 direct employees while managing additional partners. Produced run rate of $20M per year in services revenue. Oversaw presales, implementation, project management and ongoing maintenance of the solutions. Managed partner relationships.Acquired by DynTek

Directed remote office providing system support, network integration and hardware maintenance for wide range of businesses including banking and health care facilities. Managed team staffing, technical training and professional development of the team in addition to sales, overall budget and operational success of the 12 member team. • Successfully lead team in providing onsite support for 42 physical locations across Louisiana. Seventeen locations required full network replacement. Achieved all upgrades and replacements within 16 hour window of down time, on time and on budget.• Acquired by Exodus

Started as desktop support technician and achieved senior network engineer rank by departure.