• Provided fully managed IT services.• Installed, upgraded, configured, troubleshooted, repaired and replaced hardware and software solutions.• Installed and configured computers and other common technology/devices.

• Provided fully managed IT services.• On-boarded, installed, upgraded, configured, troubleshooted, repaired and replaced hardware and software solutions, recovered assets and provided protection.• Experience with MS SBS 2003, 2008, 2008R2 & 2012, MS Exchange 2003, 2007, 2010 & 2013.• Performed Data and email migrations. • Managed Backup and disaster recovery issues.• Worked with Tier 3 (NOC) on escalated issues.• Experience installing, configuring and troubleshooting Business class applications.• Installed and configured computers and other common technology/devices.• Provided regular maintenance of monitoring, backup and infrastructure systems.• Utilized our CRM system to monitor, manage and resolve alerts and tickets.

* Consulted with prospective and existing clients for small to large fortune 500 companies and recommend SaaS solutions such as email, web security, disaster recovery, Office 365 and email encryption solutions best suited for their businesses. * Acted as the primary point of contact during the thirty-day free trial period to ensure our clients experience a smooth onboarding and migration to AppRiver cloud services. * Provisioned & setup Secure Hosted Exchange services. * Conducted training webinars for Administrators, Partners & C-Level executives on AppRiver’s Admin Portal and service demonstrations.* Established and maintained new and existing customer relationships by understanding the needs and goals of our clients. * Managed all aspects of the relationship between the client and AppRiver to ensure highest level of customer satisfaction and a phenomenal experience was delivered on every customer interaction. * Assisted with the Setup & configuration of mailboxes on Hosted Exchange 2003, 2007, 2010 & 2013. * Assisted clients with making DNS changes in Windows 2003 & 2008 R2 servers, routers & switches. * Updated DNS records such as MX records, Autodiscover records & TXT records for Hosted Exchange services. * Configured Outlook clients and mobile devices with Exchange and mobile ActiveSync. * Setup & Configured Email Continuity and Email Archiving services. * Configured mail rules and email filter policies. * Configured SDR (Split Domain Routing). * Assisted with migrating client data to AppRiver servers. * Setup, provisioned and configured Office 365 services and solutions.

• Provided End-Users with hardware and software support.• Troubleshooted and provided technical instruction on hardware and software, email and Network administration.• Ensured all problems were escalated in accordance with company policy and procedure.• Responded to requests for technical assistance by phone, email and/or using a help-desk management system.• Escalated more involved problems to the appropriate tier 2 and tier 3 support teams.• Acted as a liaison between customers and technical escalation teams.• Provided a single view to the organization for Information Technology related problems.

• Established performance goals, provided career development, and supported team and individual employee development. • Partnered with management and outlying groups to promote Technical efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results. • Provided coaching and feedback on employee performance that ensured consistency and a high level of customer service. • Analyzed and actively managed quantitative and qualitative performance metrics and communicated information to management and staff in order to promote service excellence and individual personal growth. • Supported team members in problem solving to attain first call resolution. • Addressed escalated technical issues in order to achieve maximum customer satisfaction. • Developed training and troubleshooting steps to be used by team in resolving Clearwire customer issues. • Managed and resolved major customer and market escalations. • Conducted real-time monitoring of representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service for Clearwire customers was being delivered.• Trained representatives in multiple departments to give them the necessary sales skills needed to consistently meet sales objectives and increase company revenue. • Created sales techniques and handouts for the Manager of Customer Operations and were distributed to over 700 Clearwire employees to help maximize company revenue and growth.

• Advanced troubleshooting of wireless broadband, IP services, personal computers, wireless routers, wireless modems, email, voice services, multiple software applications, and other Clearwire hardware.• Worked effectively with team members to provide exceptional support for internal and external customers.• Provided customers with friendly, fast, professional, and knowledgeable customer support.• Accurately tracked customer issues and resolutions while proactively identifying trends.• Exceeded key performance measurements defined by the leadership team.

• Coordinated resources to ensure sales goals and objectives were achieved. • Implemented daily call plan for optimum performance. • Maintained workflow to ensure clients sales goals were achieved and managed productivity of team members. • Improved team productivity by proactively identifying opportunities, risks, behavior, and other potential roadblocks and ensured immediate research/resolution of outbound calling issues. • Ensured TSR's utilized appropriate sales techniques to achieve sales closure and collect customer information.• Participated in the recruitment, selection and hiring process of Telesales Representatives. • Used daily sales agent reports and other related activity reports toreview, evaluate, coach, and manage team and individual performance on a regular basis.• Reviewed and analyzed statistical data in order to identify root causes and recommended and participated in process improvement. • Counseled team members on performance issues, schedule adherence, attendance, etc. and implemented corrective action when necessary.• Created new training material and strategies to increase sales revenue.

• Provided tower maintenance including installation, configuration and upgrades of antenna systems and RF lines.

• Responsible for installing and troubleshooting video, high speed data and VOIP systems for residential and commercial businesses.• Troubleshooted and resolved technical issues up to the node level.

As an Avionics Technician I performed preventative maintenance for the P-3C OrionAircrafts Avionic systems such as Tacan, IFF, Satcom 3 and flight computers. As a Qualified Lineman my daily responsibilities included launches/recoveries for the P-3C Orion and also managed all GSE (Ground Support Equipment).