Owner of a full-service technical consulting and solutions firm, providing service to both major corporations and small business owners.Responsible for all facets of technical services from network design and implementation to large-scale and individual computer troubleshooting.Provided all necessary marketing, office administration, and accounting functions in order to grow new business and maintain existing clients.Experience with legal and law firm technical consulting and all associated security and confidentiality procedures involved.

Collect and analyze service metrics for client engagements. Project upcoming call volume based on historical data.Analyze monthly, quarterly and annual reports.Determine and monitor call volume.Work closely and carefully with client, Director and Delivery Managers to ensure accuracy of data.Perform analysis in which this individual, as well as others, will base financial and pricing decisions and/or recommendations.Take the initiative to prepare ad hoc reports and improve processes.Prepare and distributes daily, weekly and monthly reports.Analyze and review weekly measures of outsourced engagements.Communicates trends and measurements to leadership.Assist Senior Leadership Team with regular updates and rolling up results.Prepare monthly operations review data for client facing presentations.Comply with all CDI operating guidelines and standards.

Created and Configured LAMP/Wamp Servers in Rackspace Cloud for the Sony DADC Project. Created user accounts and blank databases for the DADC programming team.Monitored CWRU College campus network using Solarwinds software. Helped to create critical alerting processes for building outages as well as total network outage.Helped to create a HTML front end for video code imports to help automate the process, as this was done on production servers.

Manage a team of 60 Help Desk Analysts in an ITIL Service Desk environment to provide remote technical support for 100+ different applications and hardware issues for Financial Advisors, as well as trending analysis of daily issues.Lead team in achieving project milestones and monitoring of KPI’s (Key Performance Indicators) to meet departmental plans and budgets, ensuring efficient delivery of quality service to IT customers.Supervise the team to meet a consistent Service Level Agreement (SLA) target of 100% for talk time, first call resolution, hold time, and work time.Act as liaison between NOC and the call center during periods of heavy volume and outages. Analyze needs and create process for incident management, call flows, and day to day operations utilizing ITIL standards.Created and implemented processes for Escalation Handling in the Service Desk environment to ensure Customer Satisfaction.Led team in meeting or exceeding SLA requirements for 7 straight months while providing high-level technical support for Ameriprise Corporate users from both email and telephone queues.Took ownership of Escalation Process SLAs and ensured adherence to Standard Operating Procedures.Participate in bridge calls with NOC and development teams for urgent issue resolution.Prepare and develop reports for metrics analysis for all areas of Operations, including workflow, ticketing, SLA adherence and agent reports.Point-of-contact for client executives to deliver reporting, issue management, and escalation resolution.Utilize independent escalation, knowledge base, and problem tracking strategies through Peregrine (ServiceCenter) and ManageNow software to achieve 98% first contact resolution of 500-800 daily calls.Write, review and maintaining operational documentation of in house processes, networks, and training material.

Researched and prepared cost analysis reporting as well as quotes for external customers. Created and maintained invoices and sales reporting.Responsible for inventory maintenance and all purchasing activities within the corporation.Worked directly with external clients to foster stronger business relationships for the company and maintained very high customer service standards.Built and configured all on-site and depot technical equipment, including computers and printers.