Intermedia is the cloud communications company that helps over 120,000 businesses connect better from wherever. We eliminate the need for multiple communications service providers with our seamlessly integrated solutions portfolio – including voice, video, chat, contact center, business email, productivity, and file management – delivered on one highly reliable, secure platformStrong manager with demonstrated ability to own all aspects of building and managing a scalable, world-class team of Sales Engineers, providing leadership and guidance in SaaS technology, sales strategy, relationship building, enterprise solution development and trial execution / conversion. The Sales Engineering team within Intermedia serves as a primary point of contact to drive the successful introduction, adoption and broad usage of Intermedia's UCaaS and CCaaS products within the customer and prospect base. Activities of the team include product demos, technical qualification, trial development and delivery, definition of appropriate business and technical solutions, customer management, account development, technology evangelizing, and business consulting.

Manage a team of 11 IT professionals responsible for the successful deployment of SaaS enterprise messaging solutions built around Microsoft Exchange and related product offerings for 10,000+ users per month. Project manage large and VIP customer implementation projects, providing solutions to implementation obstacles and driving project deliverables to completion. Responsible for the execution of the Trusted Advisor Program, including cross-sell/upsell training, resulting in over 2,500 per month qualified leads for sales.

The Cloud Concierge Team assists new customers with their transition to Intermedia’ s hosted exchange solution. Take ownership of strategic clients by working very closely with their administrator(s) to overcome transitional technical challenges with creative solutions. Provide on-boarding project guidance and implementation assistance.

Implementation Engineer/Technical Support EngineerPrimary responsibility to insure successful deployment of Teneros HA and DR solutions for Microsoft Exchange. Responsible for customer relationship from sales through “go live” date. Coordinate and plan with the customer the installation and configuration of a technically complex Exchange solution, resulting in a 500% increase in successful deployments. Secondary role as Technical Support Engineer. Respond to telephone, email, and web requests for support. Track requests in CRM software, liaison with Development and Engineering departments to resolve customer support issues in a timely manner. Proven ability to communicate with the customer in a manner that increased customer satisfaction and retention resulting in a 90% renewal/retention rate.

Responsible for providing comprehensive technical support of Everyone,net's products and services. Work closely with other teams, including Network Operations, Product Management, and Engineering to resolve support issues and/or bug reports in a timely manner. Outstanding customer service skills and techniques that promote customer satisfaction and retention. High level of technical skill with hosted e-mail solutions, IMAP, POP, SMTP, LDAP, networking technologies, software applications and operating systems.

Provide technical support to customers and partners implementing a unified messaging product suite. Troubleshoot and resolve customer issues within Windows, Microsoft Exchange Active Directory, and the unified messaging product. Proactive customer contact ensuring satisfaction with products and services. Duplicate customer issues in the technical support lab and work with engineering (as needed) to resolve. Maintain accurate and up to date records for each issue and / or implementation

Responsible for overall technology/application planning for 2 non-profit YMCA associations with approximately 500 end-users. Administered and maintained over 30 Windows 2003 servers, LAN and WAN for 14 locations spanning 2 associations. Identified and recommended new services and/or improvements for network security and reliability. Instituted frame relay data network, Sonicwall firewalls, upgraded from Exchange 5.5 to Exchange 2000 and then Exchange 2003. Upgraded Windows 2000 AD to Windows 2003. Windows 2000 and 2003 security and new user set up. Set up and administered DHCP, DNS and WINS Servers. Set up and administered Citrix Metaframe 1.8 and XP. Implemented centralized computer purchasing for both associations, created minimum hardware specifications for desktops/laptops, implemented and assumed management of the IT helpdesk of 2 staff using Intuit Tackit! software. Participated in dozens of software implementations, including Kronos, ADP e-Time, eVault, and IP Telephony.

Executed timely and efficient resolution of help desk requests for approximately 200+ users. Main duties included the setup of desktops/laptops for new hires and configuration of multiple-boot Windows OS machines. Extensive experience with Microsoft software, including Windows 98, 2000 & XP, Server 2000 & 2003, and Office 97, 2000, & XP. Duties included installation, configuration, and maintenance of PC hardware, software and peripherals for corporate headquarters. Troubleshot and resolved hardware/software issues and networking problems. Repaired and/or replaced defective computer components. Trained end users.