Kirkpatrick Williams Email & Phone Number

Fredericksburg, Va, Us

Salt Lake City, Ut, Us

Responsible for the delivery of results through successful direction and management of Client Technical Services team. Manages the delivery of client technical support and implementation related to our products and services delivered via VPN and through our product suite. Collaborates with internal teams to ensure strong, connected experiences for our clients and ensures high levels of client satisfaction.Responsibilities: •Manages technical client support initiatives, including conducting remote product support, configurations, training and troubleshooting. •Ensures client technical issues are resolved in a timely manner effectively. •Works directly with clients on escalated concerns/needs. •Compiles customer feedback and escalates concerns or issues through appropriate channels•Manage implementation project plans and supports installation, setup and utilization of VPNs and our product suite•Provides proactive client technical services and support to support service delivery capabilities and improve client satisfaction. Focuses on continuous service improvement based on quality metrics and customer feedback.•Partners with internal teams to ensure client needs are proactively identified and addressed. Assists with pre-sales activities as needed and collaborates with internal/external teams to define technical support needs•Provides technical management and leadership for our Client Technical Services team•Coordinate with Talent Acquisition to function as focal point for all IT hiring needs as well as setting priorities and reallocating personnel to projects to ensure swift and accurate completion•Create and deliver weekly, monthly and quarterly reports for upper management including productivity, forecasting, compliance, HIPPA, personnel assessments and other reports

Ridgeland, Ms, Us

Responsible for developing, implementing, and managing all client related services. Ensures the availability, integrity, and security for all IT systems and infrastructure. Ensures internal/external clients are supported appropriate to the client environment needs and that the client experience is maximized to obtain the best possible client satisfaction. Accountable for management of the staff that supports internal/external client sites and the associated responsibilities including ticket and project management. Directly administer to Citrix virtual environment for employees, ensuring access to roaming user profiles, all applicable software and network shares and resources. Administer to VoIP systems, making sure that the Cisco phones interface with the Wyse terminals and Citrix virtual desktops to ensure that calls are successfully routed. Routinely utilize M365 and Microsoft Power Apps to analyze metrics for senior leader’s reports.•Creates standard procedures to enhance scalability and performance of existing SharePoint sites.•Collaborates with internal/external customers on the platforms to align M365 services, applications and features to business requirements and deliver solutions.•Works with product owners and other functional leaders to ensure the appropriate core team resources and the external strategic partners are committed to the projects.•Diagnoses and resolves problems in response to a customer reported incident via trouble tickets submitted via N-Able MSP Manager.•Promotes organizational understanding of agile role to help teams and individuals transition from waterfall to agile.

Santa Clara, California, Us

Managed a division that made over $60 million in revenue annually, routinely ranking as the largest percentage of the company’s North American profits. Managed projects utilizing both agile and waterfall project management techniques. Performed storage provisioning, zoning of servers into SAN environments using Brocade and Cisco MDS switches as well as performing SAN health checks and performance tuning. Worked with EMC and NetApp storage to perform zoning, replicating and migrating data between vendor equipment, as well as allocation of storage and storage virtualization. •Coordinated activities by scheduling work assignments, setting priorities, and directing the work of Systems Infrastructure staff. •Oversaw activities relating to the engineering, design, development, implementation, testing and overall technical support to ensure the IT infrastructure services environment meets the business needs of internal/external client(s)•Automated repetitive tasks to drive efficiencies and document for future reference including scripts, programs, processes and standards•Experience with Amazon Web Services, Microsoft Azure, Hitachi and EMC storage.•Scripting experience with PowerShell, Bash and Python.•SharePoint Administrator; managed 5.5TB of data/granted permissions/modified sites using VBA, HTML, CSS, JavaScript and jQuery.•Created and implemented Six Sigma strategies for organization by working with stakeholders to determine specific goals•Facilitated the implementation of a Business Process Management System including process documentation, process measures, dashboards, reviews and improvement opportunities.•Matched existing resources to demand based on resource experience, cost, rate, and margin goals, technical skills and project requirements.•Created and delivered weekly, monthly and quarterly reports for Technical Practice Leads and upper management including productivity, forecasting, personnel assessments and other reports.

Washington, Dc, Us

• Managed over 60 communications specialists throughout the United States and deployed in several areas in the world• Communicated with system users to ensure accounts are set up properly or to diagnose and solve operational problems• Coordinated network operations, maintenance, repairs, or upgrades• Designed, built, and operated equipment configuration prototypes, including network hardware, software, servers, or server operation systems• Determined specific network hardware or software requirements, such as platforms, interfaces, bandwidths, or routine schema