Primarily responsible for planning, directing and overseeing internal IT Managed Services program activities. • Work in close conjunction with Business Management to coordinate activities and responsibilities with the practice to assure sound overall architecture, operations, communications, and protocols. • Responsible for operational excellence of the managed services assuring reliable, responsive and secure operations. • Work closely with Business Management to set and achieve service level targets. • Build processes for rapid problem detection and resolution, including escalation policies.

Started my career handling end of lease equipment swaps, preparing new machines and delivering them to end user locations. Verified users were able to access everything they needed before finalizing the equipment exchange. Transitioned to Tier 1 printer support for large Managed Print contract providing remote support and resolution of printer issues, escalating to field resource if problem was physical. Served as liaison between Lexmark and our enterprise client. Was later assigned to lead the pre-configuration and deployment of new devices team. Also worked with remote client sites to assess and determine printer requirements and needs.Was brought inside to assist in establishing our Managed Services remote monitoring and management desk. Have used and have working knowledge of N-Able, Zenith RMM, Continuum RMM, and Level Platforms. Responsible for supporting field resources to ensure understanding on how to use RMM's as efficiently as possible, reducing the number of onsite calls. I am currently the Lead NOC Engineer providing remote support for our Managed Services clients. Responsibilities include providing remote support of client devices and servers including escalated issues related to Active Directory, DNS, DHCP, Group Policy, Email, Backups, VMware Virtualization. I evaluate vendor solutions for possible integration with our current offerings. I am responsible for Network Gap Assessments utilizing Level Platforms, onboarding new Managed Services clients, and new clients for Hosted Solutions (Reflexion Spam Filtering, Hosted Exchange/Office 365, and Google Apps).I am the first point of contact responsible for our internal network and servers, including Cisco & HP switches, WatchGuard firewall, physical Lenovo R530 server, IBM BladeCenter running VMware on two hosts for production and two for lab. Virtual production environment including server operating systems from Server 2003 to Server 2012, Exchange, FTP, Remote Desktop Services, and Print Server.

Contract employee for Erb's Technology Solutions.

Worked all stages of assembling military handheld GPS units. Was certified as Quality Auditor, inspecting all levels of the assembly process, including assembly, test repair and QA for shipment to customer. Initiated a change to SAP reducing production time and human error.