*Implemented ITIL framework within our Network Operations Center which resulted in numerous efficiency gains* Created and defined numerous service delivery standard operating procedures* Participated as part of the technical operations leadership team* Drive success of Managed Service metrics for SLA response and resolution time, averages of resolved hours and logged time, open and closed statistics, as well as metric reporting to all other departments and Directors.* Review and implement solutions for all customer satisfaction surveys. First point of contact for all customer feedback.* Quality assurance of technical resolutions and ticket entry.* Provide continuous service improvement training to all technical and non-technical staff.* Review and approve all change requests, onsite requests, and out-of-scope requests.* Connectwise administration for all work flow rules, process changes, and enhancements.

*Manage, organize, review, and determine best skill or resource for ticket handling.* Increase efficiency through scheduling.* Handle client feedback and communications.* Ensure all technical team are properly utilized.

*Technical resolution of all incoming requests assigned.* Provide exceptional customer service through listening, understanding, and resolving issues within SLA.* Creating, designing, and documenting standard operating procedures.* Working with all technologies in client environments, including Office 365, SharePoint, Lync, Active Directory, Exchange, Blackberry Enterprise Server, SQL, Terminal Server, Citrix, IIS, Fortinet, Untangle, Sonic Wall, Shoretel, TalkSwitch, Cisco VOIP, Windows Servers 2003-2008, Windows XP, Windows Vista, Windows 7, iPad, iPhone.

*Provide technical resolution for client requests on server-based printing solution.* Provide exceptional customer service through listening, understanding, and resolving issues.* Direct liaison with network and system administrators at client locations.* Reporting of all known issues or bugs to the product development team.* Documentation on procedures for resolution.