•Manage the whole service delivery team which is comprised of team leads, technicians, network engineers an offshore NOC team and dispatchers.•Ensure that customer SLA and team KPIs are met all the time•Act as the last point of escalation for technical issues•Monitor staff performance and KPIs through Brightgauge•Conduct staff 1:1 to ensure that staff are always satisfied with work, their goals are met, all concerns are addressed and KPIs are met•Coached individual staff to make sure that everyone’s aligned with the team’s goals•Ensure that the team adheres with the ITIL framework all the time•Ensure that the knowledge base is constantly updated•Manage the service desk roster and make sure that all times are covered•Meet with customers to discuss performance and to address issues that they may have with the team•Meet with the management team to discuss staff performance, team KPIs and team issues

• Leads Ricoh MSP's Service Desk team

Responsibilities:• Manage and monitor all installed systems and infrastructure• Install, configure, test and maintain operating systems, application software and system management tools• Proactively ensure the highest levels of systems and infrastructure availability• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes• Maintain security, backup, and redundancy strategies• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks• Participate in the design of information and operational support systems• Provide level 2 support• Liaise with vendors and other IT personnel for problem resolution

Responsibilities:•Provide exceptional customer service in person, via phone and email as appropriate•Respond to customer calls with regards to their problems with the clinical and practice software we provided them•Resolve help desk issues including troubleshooting hardware and software issues•Perform user administration duties, including Active Directory Office 365, and MS Exchange administration•Ensure scheduled backups are performed regularly•Manage the enterprise anti-virus system•Deploy Windows 7 and Windows 10 workstations•Deploy and manage Windows Automatic UpdatesNotable Achievements:•Installed, administered and troubleshoots Windows(7, 8.1 and 10) and Mac OS(El Capitan and Sierra) servers and workstations•Deployed Windows 7 and Windows 10 workstations using SCCM and DISM•Installed, deployed and managed WSUS •Managed Symantec Netbackup by ensuring tapes and disks are sufficient for scheduled backups

Responsibilities:•Manage the company’s MIS and EDP departments with 4 system developers, 2 technicians, 6 data processors.•Establish a dependable technical and customer support •Manage the department budget•Manage Service Level Agreements.•Lead the technical staff on projects both internal and external•Ensure that all IT systems are running 100% 24/7•Establish a secure and user friendly IT environmentNotable Achievements:•Successfully managed and organized the IT and EDP departments in achieving a more systematic, efficient and effective workflow. •Streamlined the IT system in supporting internal and external clients’ trouble calls that increased the department’s customer support efficiency by 90%.•Secured the company’s information assets by reviewing, recommending, acquiring, installing and configuring an anti-virus and firewall solutions.•Conducts regular department meetings to assure all issues are addressed•Successfully managed and deployed several internal systems for the company, which includes accounting, payroll, billing, HR, sales, and inventory on time and on budget. Also managed external projects for clients such as data migration.•Helped clients on their data generation, security, transfer and migration by recommending cost effective solutions in achieving their goals•Managed Linux and Windows servers and ensured that they are in operation 24/7•Troubleshoot technical problems involving Linux and Windows servers, email, file, proxy and database servers. •Created IT documents such as Information Security Policy, Disaster Recovery and Business Continuity Plans and Anti-virus Policy and made sure that all of them are implemented and adhered to.•Met with current customers to make sure that all their expectations are met and addressed•Met with potential customers and do product presentations

Taught part-time at the undergraduate level in web programming and development, networking and software and hardware troubleshooting.Subjects taught:1. HTML2. PHP3. CSS4. Java5. JavaScript6. Networking7. Hardware and Software Installation and Troubleshooting

Technical Support: • Handled Tier 2 support to several IDC clients of the company. • Managed and monitored client servers and services and made sure that all of the servers and other equipment are all running smoothly 24/7. System Administration: • Reviewed and deployed a network and server monitoring software, Nagios. • Created a script that is used to set up user accounts, permissions and passwords using Perl. • Undertook routine preventative measures and implemented, maintained and monitored network security. Server Migration: • Successfully planned, coordinated and executed data center migration where client and company servers where migrated from the old to the new data center.

Responsibilities:• Establish a data center that would house the school’s servers• Implement policies that would secure the schools network• Provide technical support service to all school staff and students• Monitor server and other network devices’ healthNotable Achievements:• Had made the school’s data center run 24/7 with an efficiency of 99%.• Sourced, installed and managed the school’s mail, file, proxy and database servers• Secured the school’s network environment• Successfully provided technical support to the whole school• Installed and administered Linux and Active Directory services

Responsibilities:•Manage the whole customer support team, which has 10 to 15 members. •Handle first time customer on-boarding and commissioning by providing personnel, logistics and trainings•Schedule customer support staff to attend to client after sales trouble calls•Manage client trouble tickets•Resolve trouble calls from clients.•Manage Service Level Agreements.•Develop a training methodology on how to use the software that we developed•Meet with third-party suppliers, to convey and negotiate customer needsNotable Achievements:•Established, managed and implemented changes on the customer support department•Created a detailed training method on the use, management and troubleshooting of the software that the company developed•Successfully trained clients on the proper use, management and troubleshooting of the software that the company developed•Retained current customers by successfully providing effective customer support

Training: Supervised the academic department of the school and taught web programming from time to time or when the situation calls for it.

Training: Handled web development and other web technology courses.