In my current position, I effectively built out the IT infrastructure from scratch, including the implementation of Developed IT frameworks from the ground up, implementing CRM platforms including Google Workspace, ZenDesk, and HubSpot. Recruit, onboard, and train high-performing candidates to uphold customer-first mindset. Manage AWS services, Snowflake, and JIRA platforms within the production environment.▪ Capitalize on continuous improvement mindset, building and updating tools, applications, and processes by identifying existing technical needs and forecasting future business needs. ▪ Capture efficiency gains through effective management and tracking of technical operations, ensuring achievement of Key Performance Indicators (KPIs) and performance targets. ▪ Encourage cross-functional alignment between Support, Technical Account Managers, Customer Success, Product Management, Sales, Development, and Cloud Ops to propel organization forward. ▪ Serve as a key member of the executive leadership team, collaborating at the C-suite level to create future actionable roadmaps that align with the company’s vision.

Within this role, I developed a qualified technical team, co-designed systems to optimize workflows, and lead and implemented change initiatives across the organization.Notable projects include:-- Established training effort to promote career growth and empower teams to acquire CompTIA A+, CompTIA Network+, and CompTIA Security + credentials.-- Project lead for Confluence knowledge base. Designed and implemented our in-house knowledge base. -- Created multiple PowerShell scripts for license management, automated customer account creation (in one case, automatically creating and updating over 50,000 accounts nightly).

In this role, I developed the team, frameworks, and SOPs from the ground up to navigate escalations with ease. I recruited top-performing candidates to ensure compliance with best practices while working cross-functionally with troubleshooting, network engineering, DevOps, and development teams.— Created and implemented reporting dashboards to maintain proactive approach to managing escalations. — Acted as a liaison between support, development, and customer base to solve critical issues.

In this role, I was the lead on any customer escalations as well as led all aspects of complex projects enabling sustainable results organization wide including the following: — Delivered cost-savings of $400K through strategic transition from hosted services provider to new provider. — Successfully installed and managed ~1500 servers within Windows operating systems across the Pacific Northwest, Arizona, Colorado, New Mexico, and Northern California.

In this role, I developed a new team, frameworks, area management guidelines,SOP's from the ground up to ensure customer success, addressing any critical issues. I was able to recruit a team of highly functioning individuals, and create team cohesion.-- Created and implemented area assignments that included travel/visit frequency, training schedules, technical visits, and customer prioritization.-- Created KPI's for team members and upward reporting

Responsibilities include finding and managing clients, Solving any issues that arise at client sites. Supported Windows 9x through Windows Vista, and Solaris 8 and 9. Other notable software supported was Calyx Point, Encompass, Loan Dashboard, and MS Office. Primary responsibility was to solve whatever issues the customer had, regardless of operating system, database software, or other.