Customer Service• Helped define and encourage a culture where business needs are met or exceeded.• Embraced by a company that was entrepreneurial, practical, and striving for customer service excellence.• Orchestrated business-aligned changes that were merely a twinkle in an executive’s eye.• Implemented effective solutions with technology, fitting requirements, and growing the business. • Successful follow-up monitoring integration and impact on users’ business processesIT Governance• Guided the technology direction, infrastructure and services for a company that grew 10x size.• Fostered business growth through high-impact technology upgrades and improvements.• Seamlessly adapted back-room operations to be totally aligned with the company’s direction.• Delivered structured waterfall projects necessarily adopting more iterative agile techniques.• Utilized formal overarching development methodologies currently popular as ITIL, COBIT and Macroscope.Leadership• Mentored new employees within the corporate customer service culture.• Managed change control across departments including business and systems processes.• Exemplified plain communication imitated by all. • Leveraged team knowledge, research and awareness proposing fit technical solutions.• Delivered scalable and flexible solutions able to adopt changes in practices and technology.• Facilitated decision—making by communicating the risks and benefits of change.• Performed change control, project management, business analysis and business lead roles as required within an entrepreneurial small business culture.Specialties: Server/Desktop/Appliance Operating Systems (Windows, Linux); ERPs;Departmental Applications;Databases; Reporting Services;Virtual Cloud Desktops and Servers; Remote Devices;Authentication and Security Certificates; Cryptography; Anti-Virus;Filters/Firewalls (Sonicwall, Fortinet, Borderware MXtreme, Websense SurfControl); eMail (MS-Exchange, OWA, SMTP);Web;Directory and Name Services (AD/WINS/LDAP/DNS); WiFi (Cisco CUWN, DD-WRT); Network Management;Network Monitoring;VOIP;