-Tested and trained peers on tablet work order applications, helping improve time management. -Providing assistance and troubleshooting with asset management pilot programs for field operations teams.-Working with teams in the field cleaning and maintaining city roads, parks and median green spaces.

-Support Driven is a great group of professional peers helping each other in the Support realm and beyond. -Their sole focus is on elevating support as a career and revolutionizing the customer support industry.

-Effectively guided and coached a remote team of 8 Technical Support Engineers located across different regions, committed to providing assistance to customers globally.-Played a pivotal role in aligning company initiatives with quarterly Objectives and Key Results (OKRs) and meeting customer Service Level Agreement (SLA) commitments.-Worked closely with managers and peers in the Technical Support department to execute and enhance strategic corporate objectives and initiatives.

-Implemented standardized protocols and procedures across the team to ensure consistency and efficiency in operations.-Expanded the team to include eight support technicians, strategically scaling our capacity to meet growing demands.-Spearheaded the successful implementation of the FreshDesk Ticketing system, facilitating seamless adoption through comprehensive training for both on-site and remote staff.-Initiated regular team meetings and one-on-one sessions to support the transition to remote work, fostering communication and cohesion within the team during this period of adjustment.

-Implemented and customized Zendesk and HubSpot Ticketing systems, overseeing training and supervision of internal and remote support teams.-Developed protocols and procedures with an emphasis on a self-service Knowledge Base, resulting in a 90% customer satisfaction rating.-Provided valuable insights and feedback to product and engineering teams, enhancing user experience in the Mobile Application for both customers and providers.

-Played a key role in strategic planning and change management, overseeing reporting and leading teams to execute company initiatives with six direct reports.-Developed and supervised global customer support strategies, change management programs, and processes to optimize customer satisfaction and retention. This included scaling operations to accommodate existing, planned, and future products and services, in addition to serving as a member of the Product Change council.-Led the research, testing, and deployment of Zendesk apps to enable the support team in reducing resolution times and enhancing customer self-service options, resulting in a 12% decrease in inbound requests amid company growth.-Supported and upheld company values and culture through daily actions, management practices, and expectations of team members.-Collaborated with senior management peers to ensure the overall health and expansion of the business.

-Established the U.S. Support Team to facilitate the swift expansion of our product and customer base, integrating Zendesk for streamlined operations.-Led multiple seamless migrations of customer ERP servers from Rackspace to Virtustream, and subsequently to AWS within our hosted environment, ensuring minimal disruption and maximum efficiency.-Successfully implemented and supported the first large-scale SAP Business One SaaS cloud environment in the United States, paving the way for enhanced operational capabilities.-Oversaw support operations, product launches, software updates, and the upkeep of the AWS-hosted cloud infrastructure.-Enhanced the customer support framework by establishing standardized protocols for clients across our product lines.

-Managed vendor relationships, including renegotiating contracts and overseeing office purchasing, resulting in substantial annual savings for the agency.-These savings allowed for technical upgrades saving time and money for our clients. -Successfully coordinated office relocation while ensuring the maintenance and support of IT equipment, in addition to providing technical training to staff to optimize efficiency and workflow.

-Conducted expert technical installation, customization, and training of LANDesk Service Desk applications for customers across the nation, whether remotely via VPN or onsite on servers/VMware.-Provided sales support by delivering ITIL application demos, technical insights, and customer assistance.-Contributed to the closure of the company following the loss of key OEM partner contracts.-Conducting audits and offering cost-effective solutions to business partners and clients.

-Led Help Desk and Desktop Support team in four US locations supporting 1600+ end users. -Oversaw the selection, management, and maintenance of vendors for the procurement of desktop hardware and software.-Accountable for overseeing the PC End of Life Project and budget, collaborating with vendors to secure optimal pricing for maximum PC acquisitions, ensuring the project remained ahead of schedule despite company headcount growth.-Played a key role in facilitating the planning, acquisitions, and integration of the company's IT departments, assets, and technical staff during mergers.

-Oversaw the Implementation Team tasked with fulfilling customer installation requirements for EDI practice management software and hardware throughout the United States.-Collaborated with customers to address project scheduling and implementation challenges, ensuring a smooth execution.-Assumed responsibility for billing upon completion of implementations.-Manage and assess team performance, facilitate both individual and team development, address areas of improvement, and implement disciplinary measures, as necessary.

-Directed the 24/7 IT Help Desk team, providing comprehensive customer incident and change management support to over 1200 end users across the globe. -Delivered precise and professional support to a consulting firm overseeing the outsourcing of all IT functions within a condensed 6-month timeframe.-Oversaw planning, forecasting, budgeting, and strategic decision-making for the IT Help Desk.-Monitored key metrics and evaluated IT Help Desk performance against established SLAs, prioritizing customer satisfaction and ongoing enhancement.-Worked collaboratively with IT Managers on the implementation of new projects and applications.