RESPONSIBILITIES• Work with new businesses to produce standardized documentation and develop consistencies in processes within the TSP organization.• Engineer for Nutanix which involves leading tech calls and assist in prepping the total environment for the project both remotely and onsite. Services include new server hardware and hypervisor installs, migrations, configurations, planning, and knowledge transfers with Acropolis and VMware hypervisors. Perform memory upgrades and consolidation work.ACCOMPLISHMENTS• Project Management: Planned, implemented, and trained customer administrators on migrating virtual machines from AHV and vSphere 7• Project Implementation: Successfully completed all assigned projects within the allotted timeline and budget.• Sales Support: Acted as an advocate for the Nutanix Suite of Products educating customers on functionality and cost.

RESPONSIBILITIES• Top Tier Support for the cloud based Coreworx suite of interface, contract, and document management software tools for capital projects. Responsibilities include configuration, business process alignment, and customer training. Functioned as subject matter expert for troubleshooting and break fix.• Meet with enterprise customers regularly to assess any pain points, collect data, and report to product management to facilitate continuous product improvements.• Act as customer advocate and liaison to product development team for design of patches and the product roadmap presenting how individual clients utilize the software to achieve their business goals.• Act as technical sales support for prequalified potential clients.• Interface with customer data security and infrastructure teams to ensure best practices are implemented for on-premises customers. ACCOMPLISHMENTS• Business Relationship Management: Infrastructure support of multiple hybrid networks. Technical account manager for accounts generating 40% of annual corporate revenue.• Technical Sales Support: Located pain points that generated an average of $50K in sales leads annually resulting in over $10K of revenue each year. Expanded our footprint in the existing customer base.• Project Management: Designed workflow and decision tree for product upgrade installations. Took ownership of portions of the installation process and coordinated communications between professional services and the clients.• Process Management: Improved the structure of the trouble ticket system to align with ITIL best practices creating seamless communication to professional services. Created process flow diagrams used as the basis for migrating from Dynamics to Autotask.• Became part of the weekly Bugs Triage meeting to identify and prioritize updates and patches to correct software defects and customer driven improvements using Agile Methodologies.

Coreworx merged and rebranded as Ascertra. Please see above.

RESPONSIBILITIES• As Senior Analyst tasked with global service desk oversight and training, function as a point of escalation for service desk incident tickets and train junior members of the global service desk.• Function as single point of contact for resource allocation and response management for outages company wide.• Interface with the change management team to further ITIL best practices throughout corporate IT.• Support the Implementation team and customer stakeholders to overcome roadblocks effecting product performances using knowledge of cloud services and Microsoft on premises software infrastructure.ACCOMPLISHMENTS• Process Management: Acted as a liaison between silos to facilitate expansion of the service desks responsibilities. Streamlined business processes to reduce response time and more efficiently use human resources through cross training and improved communication. This resulted in shifting 20 hours of weekly workload from the infrastructure and networking teams, saving the company $200,000 in contract labor annually.• Incident Management: Improved processes resulting in a 50% reduction in ticket resolution and 100% completion of tickets within service level agreement timelines.• Project Management: Assigned special project to assist IT purchasing and accounting to merge disparate accounting systems leading to automation of the Purchase Order Payment process which brought a four-month backlog current.

RESPONSIBILITIES • Support the Director of IT and Administration in all tasks.• Hardware break/fix and 1st line of software support for over 90 end users.• As the desktop administrator, responsible for deploying all company desktops, laptops, tablets, and mobile phones for offices locally and abroad.• Provide hardware and software support for servers and desktops, troubleshooting, break fix and training.• Function as the junior system administrator and backup administrator.• Act as purchasing agent for all IT acquisitions and monthly office and warehouse consumables.• Responsible for initial contracts review providing executive summaries of all contracts prior to approval by Senior Management.ACCOMPLISHMENTS• Junior System Administrator: 24-hour point of contact for emergency server repair. Performed two complete hardware upgrades in seven years. Remediated past network bottlenecks, hardened security, and tested and improved disaster recovery plan.• Desktop Administrator: Initiated project to convert all end-user systems to support dual monitors to increase efficiency. Leveraged existing equipment and completed the project under budget.• End User Support: Direct tech support and training for Windows hardware, smart mobile devices and software for just under one hundred users. Instituted remote trace, lock, and wipe of all mobile devices.• Process Management: Created and maintained an Access database to improve the purchase order process and streamline cost history tracking. • Vendor Management: Created a vendor management program that reduced spending on office supplies by 35% and warehouse consumables by 20%, saving the company approximately $110,000 annually.• Built a fully functioning field office in a month. Sourced and installed all IT systems.• Proposed the use of video conferencing to reduce hiring costs and travel expenses. Sourced and installed the system, saving the company $10,000 annually for the first two years of its use.

On Site Server and Networking Support for Hewlett Packard Enterprise customers.