Dynamic and results-driven professional with over 12 years of experience in client relationship building and customer success. Proven ability to design and implement strategic programs to improve client outcomes and maximize the value of solutions. Adept at working independently and collaboratively across teams to deliver customized solutions and drive business growth. Committed to continuous improvement and exploring new opportunities to enhance client outcomes.

• Serves as the IT leader and first point of contact for assigned small and medium sized business customers. • Owns customer satisfaction.• Leads and develops a team of highly effective systems engineers.• Oversees delivery of outsourced Managed IT Services to assigned customers, including break fix, problem management, security posture, change management and risk management.• Provides strategic IT consulting and thought leadership to assigned customers.• Implements… Show more • Serves as the IT leader and first point of contact for assigned small and medium sized business customers. • Owns customer satisfaction.• Leads and develops a team of highly effective systems engineers.• Oversees delivery of outsourced Managed IT Services to assigned customers, including break fix, problem management, security posture, change management and risk management.• Provides strategic IT consulting and thought leadership to assigned customers.• Implements standards and processes to ensure the effective deployment and implementation of IT assets and resources.• Creates and maintains metrics and communication plans and reports to customers on status, revisions and expected final outcomes of services, projects, roadmaps and budgets.• Provides project planning, estimates, budgeting, tracking and management.Manage procurement activities and vendor/partner relationships for assigned customers.• Works with shared internal resources as required to accomplish objectives.• Handles administrative activities such as timekeeping, billing and service reviews.• Owns the P&L for assigned customers. Prepares internal financial accountability reports.• Assists with ongoing Sales efforts such as proposals, statements of work, estimates, RFPs, RFIs, subcontractors and vendor coordination. Show less

• Assists Technology Managers with the delivery of Clarity IT Managed Services products for assigned customers, including the implementation, creation, and maintenance of Customer Health Models and Communication Plans; management of all routine break/fix service delivery as the primary Incident Response resource; and standardization reports for customers on status, revisions, and expected final outcomes of all services, projects, roadmaps and budgets.• Provides technical support for each… Show more • Assists Technology Managers with the delivery of Clarity IT Managed Services products for assigned customers, including the implementation, creation, and maintenance of Customer Health Models and Communication Plans; management of all routine break/fix service delivery as the primary Incident Response resource; and standardization reports for customers on status, revisions, and expected final outcomes of all services, projects, roadmaps and budgets.• Provides technical support for each client’s systems and environment as a whole• Assists Technology Managers with managing technology sales and vendor/partner relationships with assigned customers.• Handles administrative account oversight, including service ticket and invoice reviews as well as follow-up with customers on payables issues• Ensures profitability/economic impact is measured• Ensures project team members are tracking project time appropriately• Ensures change control and other processes and procedures are followed and that configuration documentation is completed when systems are deployed or modified• Responsible for engaging and managing vendor escalations, as required• Provides timely and clear communications to the client and the Technology Manager, as appropriate Show less

ESSENTIAL DUTIES AND RESPONSIBILITIES:Provides escalation point for end-user technical support via phone and emailProvides desktop and laptop end-user support for common Windows issuesProvides support for Microsoft Office and other common desktop software packages (Adobe, Zip, etc.)Provide escalated level account and email administration Provides remote printer administration and supportWorks to troubleshoot isolated and company critical malware… Show more ESSENTIAL DUTIES AND RESPONSIBILITIES:Provides escalation point for end-user technical support via phone and emailProvides desktop and laptop end-user support for common Windows issuesProvides support for Microsoft Office and other common desktop software packages (Adobe, Zip, etc.)Provide escalated level account and email administration Provides remote printer administration and supportWorks to troubleshoot isolated and company critical malware infectionsProvides desk phone supportProvides Mobile Device Management (MDM) support and administrationCoaches clients on best practices and techniques to avoid simple issuesWorks with the Data Services team to monitor and respond to events to ensure client system uptime and stabilityEnsures change control and other processes and procedures are followed and that configuration documentation is completed when systems are deployed and/or modifiedDetailed utilization and time tracking Show less