John R. Email and Phone Number

What don't we do? In this role, I get to work in Active Directory, support information systems and manage projects like VoIP deployment. We handle direct customer interaction and remote assistance when needed. Every day is different and the challenge is wonderful.

● Systems Administrator for a Remote Access Desktop Client Farm (Windows Server 2012 and OS X)● Project Manager of an initiative to design a brand-new accountant experience in the QuickBooks community● Lead a team that designed a Quality Assurance and Process Improvement Toolset for Accountant Support Agents● Issue tracking and resolution for payroll, community, and user management systems● Knowledge Base author● Became a Scrum Master for Community and Social Team as we adopted the Agile project management methodology● Managed change for support processes and product implementation● Facilitated training for support agents both internally and at partner sites● Knowlege-Centered Support Author for internal and externally published support articles● Coaching and mentoring

● Home Automation Systems Design and Implementation● Hiring, Inspiring and Deploying a Team of Expert Swimming Pool Repair and Service People as we Expanded into Automation Systems and Reduced Resolution Times by 35%

• Broadband Communications Specialist• Agent development• Tier 2 technical service Escalations