ABS Kids is dedicated to improving the lives of children with Autism Spectrum Disorder. We take pride in our stellar support for providers, so they can do what they do best – deliver the highest quality treatment to our patients. Our commitment to quality shows in our BHCOE awards for top 10% in overall services nationally and best in staff satisfaction! We provide home-based and center-based services in California, North Carolina, Tennessee and Utah. Visit www.abskids.com to learn more about us and to see our current BCBA, psychologist and BT/RBT opportunities!

Reporting to the CEO, responsible for the development and strategic direction of all facets of Information Technology and Project Management for a rapidly expanding national fitness franchise. Established and led oversight of core technology infrastructure and security, SaaS systems, end-user support operations, web and application development, and Business Intelligence reporting.Key Accomplishments:- Developed and led adoption of key IT and business processes and standards including vendor Request for Proposal (RFP) and evaluation, IT acceptable use, IT password standards, and Enterprise Mobility Management (EMM) policies.- Maintained an average of 99.9%+ uptime across all key SaaS business platforms through establishing standard operating procedures and vendor relationship management.- Increased end-to-end IT security posture and staff awareness through deployment of network firewalls, computing endpoint full disk encryption (FDE), email security gateway, end-user multi-factor authentication (MFA), Web Application Firewall (WAF) and end-user security awareness training. - Improved end-user support, decreased Mean Time To Resolve (MTTR) by 63%, and achieved 99.2% Customer Satisfaction score (CSAT) by establishing IT Service Management (ITSM) platform and processes- Enhanced communications and collaboration while reducing licensing costs by 32% annually through migration from Google Suite Enterprise to Microsoft Office 365/Teams. - Instituted project management team and strategic planning processes to support successful, on-time, and to budget projects throughout the organization- Developed and deployed Business Intelligence (BI) platform and key performance metrics for all business units. - Increased organic online search traffic and established more consistent and accurate web presence through complete redesign of the company website - Reduced annual SaaS application OpEx by approximately 12% through major vendor contract renegotiations.

Lead a team of 12 IT support technicians and a collaboration/systems engineer to oversee all technology support operations and 900 personnel located at multiple U.S. offices. Manage technology service delivery for all company computing platforms, Avaya IP Office telephony system, Cisco video-conferencing technologies, and end-user software and licensing including Microsoft EA contract, Office/Exchange 365 environment, and internal computing systems. Develop new technologies, provide continual process and service delivery improvement, and support team mentorship and career development while managing VAR relationships and procurement, budgeting, and forecasts. Key Accomplishments:- Improved support operations throughout a 300% 10-month major business expansion by managing support deliverables and SLAs and by establishing three additional office locations within the Charlotte area to accommodate growth.- Streamlined support structure and reduced costs 15% by standardizing all EUC technologies to Dell endpoint.- Enhanced end-user service delivery and systems availability by implementing ServiceNow ITSM and ITIL support and change standards, and by establishing an IT support concierge desk to provide rapid technology break/fix and Q&A services.- Migrated all IT EUC services and technologies to new headquarters campus with minimal downtime. - Consolidated divergent Avaya phone systems into a seamless environment resulting in greater system stability and scalability.- Upgraded internal communications by successfully deploying companywide video conferencing and collaboration platform and endpoints consisting of Cisco MX, SX, and Spark Board technologies within the new headquarters.- Heightened security and mitigated potential risks by deploying Full Disk Encryption (FDE).- Improved end-user virtualization space by deploying VMWare Horizon Air Desktop as a Service (DaaS).

Supervised all internal IT operations including leading infrastructure and support teams consisting of network, Telco, and systems administrators and six help desk support technicians to ensure availability and functionality of all IT systems and end-user technologies for over 500 employees at multiple offices including a 120+ personnel CUCM call center. Interfaced with all company leadership in assessing and implementing new hardware and software technology solutions while managing vendor relationships, IT procurement, annual department budget forecasts, and software licensing including Microsoft EA agreements. Key Accomplishments:- Successfully migrated company headquarters and a fulfillment warehouse to a new location including all end-user and systems/network technologies, as well as an existing hosted PBX platform to an on-premise Cisco CUCM platform supporting 500+ users and a 120+ person call center, with minimal downtime. - Achieved 99.9%+ uptime while implementing additional functionality and systems redundancy to improve caller experience by stabilizing the CUCM call center environment.- Improved support and management of WMS systems by virtualizing 20 physical servers.- Optimized team performance by conducting regular employee reviews and individual meetings to continually improve end-user support, system availability, and employee relations.- Ensured SLAs were consistently met by implementing solutions to improve Help Desk and Infrastructure team KPIs.- Virtualized desktops for the 120+ personnel call center.- Achieved a CSAT attainment rate of 98% by implementing Customer Satisfaction (CSAT) surveys.

Responsible for managing a team of five Help Desk Support Technicians providing end user technology support to over 500 employees at multiple office locations. Work in tandem with IT Infrastructure team in implementing, supporting and maintaining company network, telco and server infrastructure. Responsible for providing IT leadership with weekly reports and metrics. Interface with all company leadership in assessing and implementing new hardware and software technology solutions. Performing employee performance reviews and bi-weekly one-on-one meetings with direct reports in an effort to continually improve end user support and employee training and career growth. Assist Director of IT Network and Infrastructure with all IT projects.Notable Accomplishments - Standardized Windows and Apple computing platforms for all company business units, reducing IT asset costs while improving support operations.- Developed SLA support guidelines and ticketing procedures, increasing service levels while reducing resolution times. - Implemented ITIL standards, reporting and metrics. - Developed and presently maintain IT vendor relationships for desktop hardware and software purchasing. - Streamlined and renegotiated software licensing and vendor contracts, improving support while significantly reducing costs.