At KGS Services we do CNC plasma cutting and Metal Fabrication.

• Provided direct oversight to Help Desk, Network Operations Center (NOC), and Security departments on daily operations• Develop training programs to develop and refine the skills of the service desk team • Manage the development of the team by ensuring tasks and activities align with their career goals and objectives• Prepare and deliver regular employee evaluations and mentoring sessions• Identify areas for improvement and make constructive suggestions for change• Liaison for customer/third party vendors for all client systems• Liaison with vendors to evaluate best solutions, best cost , for key issues, i.e. backup solutions, software solutions, etc.• Work with third party vendors to ascertain system requirements regarding hardware/software, etc. of their systems in relation to client needs, etc.• Regular and ongoing phone calls with vendors regarding client issues, etc.• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions• Evaluation, interviewing and hiring of new technicians• Act as customer’s single point of contact for problem identification and resolution for issues that have been escalated by the team and work to guarantee customer expectations are met• Provide customer follow-up to verify final resolution and determine client satisfaction level• Monitor dispatch process of services requests to ensure full utilization of resources• Work to increase productivity of team• Drive problem investigation and resolution as required• Tier 3 and escalation for Help Desk issues• Defining, implementing and revising operational policies and guidelines for organization• Took charge of implementing various programs, evaluating alternative technical solutions, as well as monitoring processes and procedure• Liaising with other department heads to develop financial plans and ensure company-wide compliance• Monitoring of KPI’s to ensure efficiencies, adherence to SLA’s, etc.

• Defined and administered all IT needs for small to medium businesses• Liaison for customer/third party vendors for all client systems• Ensuring proper and complete documentation for all client networks • Work with third party vendors to resolve issues with software, etc. with relation to client systems• Execution and management of Engineering projects• Implementation, management and maintenance of all software/hardware for customer and internal systems• Monitoring of network/environment performance to ensure maximum availability and reliability• Manage remote monitoring and management system to ensure consistency and accurate reporting of customer devices• Implementing, monitoring and managing services relating to cloud management, disaster recovery, web services, and help desk support• Provide reports and metrics to management on the status and budget of on-going projects• Configuring and installing various network devices and services, i.e. routers, switches, firewalls, etc.• Resolution of help desk issues