Worked directly with CEO & Director of Operations to win, implement, and maintain new and existing clients. Specializing in working with startup businesses which also required development of workflows, best practices, standard operating procedures, identifying KPI’s and related reporting, developing and implementing support tools and ticketing systems.

Assumed 25 direct reports, including multiple managers, team leads, and quality assurance personnel. Maintained KPI’s, Budget, and held direct responsibility for maintaining an effective organization. Including recruiting, training, coaching, recognition, delineation of duties and responsibilities, staffing levels and supervision.

Managed support platforms and daily support team operations (Jira, ZenDesk, Desk.com by SalesForce) for several clients including major eCommerce companies, home security start-up, parental supervision applications, driver navigation products, pet monitoring products, wireless network providers end user support and tier 2 NOC operations, and rental car/dealership fleet management & end user support teams.

• Temporarily elevated to Acting Operations Manager by company CEO/President during Director of Operations Leave of Absence during January 2016 - March 2016, and again during December 2016 Until February 2017 while ContactWorks took on a Consulting opportunity.o Reported directly to Company CEO/President, maintained KPI’s, Budget, and continued ongoing development of Company QA program began under Director Of Operations.o Held direct responsibility for maintaining an effective organization. Including recruiting, training, coaching, recognition, delineation of duties and responsibilities, staffing levels and supervision.o Maintained 25 direct reports, including multiple managers, team leads, and quality assurance personnel. Total employee count ~60 at the time.

Was responsible for maintaining operations during my shift across 8 simultaneous clients. Including but not limited to maintaining KPI’s, Staffing levels, managing breaks/lunches, providing escalation handling, agent coaching, and quality audits.

Worked as external tier 2 network operations technician to support over 1000 wireless networks in the hospitality, camping, national park, and oilfield industries. Through the use of SSH and SMNP monitoring tools I diligently and accurately diagnosed, troubleshot, and resolved network issues.OEMs supported include: Adtran, Cisco-Meraki, Colubris Networks, MikroTik, Proxim Wireless, Ruckus Wireless, Ubiquiti Networks, ZyXEL.

Worked as a remote desktop support technician providing end user support and technical services on Microsoft desktops, Apple desktops, Printers, and other assorted peripherals.Received constant feedback on each initiated session and maintained over a 95% quality rating throughout my entire time in this role.

Provided desktop support in person and remotely on windows platforms, installed/troubleshot numerous peripherals; WAPs; Switches; Hubs; Windows VM’s. Monitored company networks & Managed company data through use of tools such as Solarwinds, Spiceworks, Windows A/D, Citrix hosted applications, and good old RDC.Worked with multiple departments to schedule, install, and implement new weight control mechanisms projected to save millions in waste, and ensure the highest batch consistency.