 Led IT professionals to provide exceptional service and solutions for ITSM and ITOM customers Increased productivity, professionalism, and customer service across multiple time zones and regions Ensured customer satisfaction, retention, and loyalty through high-quality technical support Delivered product demonstrations and beta testing to enhance software and services

 Develop and maintain strong relationships with key clients Act as the primary point of contact for client inquiries, escalations, and issue resolution. Develop strategies to retain existing clients and increase their lifetime value Ensure that service delivery meets or exceeds client expectations Foster a positive and collaborative team culture focused on delivering exceptional client service Identify market trends, competitive threats, and opportunities for innovation in client service delivery

 Provide technical pre sales support via email, phone, and chat to potential customers  Provide live demonstrations of product to potential customers across multiple time zones Deal with potential customers in EU, APAC and Northern America Assist technical support team with beta testing new products  Provide research into new technologies for implementation into software

 Managed Helpdesk from 2012-2015 Mentored and supported current Helpdesk Manager Implemented policies and procedures for workflow and SLA Implemented Goverlan Central Server into network to meet regulatory needs Migrated out of date servers to VMWare as ESX guests Managed phase out of Windows 2003 and XP Built and maintained all imaging aspects of desktops, Surface Pro and laptops Conducted office relocation in LA and setup clustered FW and redundant ISP backup Trained helpdesk on use of MacOSX, iPhone, Android devices Participated in mid-level management operation meetings for improving interdepartmental workflow Served as escalation point for helpdesk

 Managed Helpdesk from 2012-2015 Mentored and supported current Helpdesk Manager Implemented policies and procedures for workflow and SLA Implemented Goverlan Central Server into network to meet regulatory needs Migrated out of date servers to VMWare as ESX guests Managed phase out of Windows 2003 and XP Built and maintained all imaging aspects of desktops, Surface Pro and laptops Conducted office relocation in LA and setup clustered FW and redundant ISP backup Trained helpdesk on use of MacOSX, iPhone, Android devices Participated in mid-level management operation meetings for improving interdepartmental workflow Served as escalation point for helpdesk

 Managed workflow of IT Department by implemending ticket system Supervise migration of VOIP system to latest software platform Reconcile vendor billing  Responsible for IT budget and tracking Increased productivity by deploying Domain Controller and File Server to remote office Coordinated weekly conferences with remote offices to ensure their IT needs were met Participated in firm sponsored training for Salesforce Administrator

 Increased efficiency of all desktop workstations  Worked with branch offices to asses updates to desktop image Implemented Windows Deployment Services Build, maintained and upgraded Microsoft Windows Update Server to manage updates for Windows OS and software  Configured Group Policy for WSUS  Implemented custom login scripts for users Setup new hires; built and deployed workstation, phone, setup all required applications and accounts via AD Performed upgrades to desktop hardware including memory, hard drive and graphics. Performed antivirus/malware protection and removal Implemented network monitoring of data services and VPNs

 Participated in senior management meetings concerning training and department advancement, software implementation, and MACs (Moves, Adds, Changes) Conducted monthly reviews of staff Interfaced with market data providers such as Bloomberg, Thomson One, Townsend Analytics Realtick, RoyalBlue Fidessa OMS, Pershing NetX Pro and JPM Chase Webshell and Oasys.etc...

 Responsible for daily break fix operations to all firm departments (Trade floor and back office) software and hardware systems Provided daily break fix for all trade floor hardware including HP desktops, HP/Xerox printers and Lenovo laptops Build, maintained and upgraded Microsoft Windows Update Server to manage updates for Windows OS and software etc...