Laurence George Moneo Email & Phone Number

Miami, Florida, United States

Provide timely and efficient consulting and process integration services to new SMB partners using Kaseya's IT Complete Suite of solutions (including PSA, RMM, IT Glue, and Security)Serve as the primary point of contact throughout the entire implementation process.Manage multiple partner implementation projects while providing both high-level and detailed implementation consulting.Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests.Define product specifications for the partner and end-users installation.Respond to partner inquiries and direct the resolution of outstanding issues.Monitor partner use and adoption of the software throughout the implementationsHelp scope implementation and professional services engagements in conjunction with the sales team.Work alongside internal teams including Tech Support, Partner Success and Sales to elevate our partner experience.

Remote

• Facilitates resolution of customer issues by logging, triaging, and resolving when applicable. When needed, work with appropriate resources to route to the appropriate group for full resolution.• Drives positive results in Customer Experience through timely response, and positive interaction.• Responsible for meeting targets for performance metrics to achieve daily work goals.• Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.• Provides consistent communication customer and work lead to effectively set and manage expectations.• Responsible for identification of relevant knowledge that can be developed into future guidance related to application issues and their correct resolution.• Support a dynamic team environment by collaborating with other departments, team and workgroup members, contributing time, effort and ideas.

Train customers on how to use our softwareProvide online and in-person seminars on various featuresCreate onboarding plans and training curriculum for new clientsBuild strong, strategic customer relationshipsWork on our Customer Support team 3-4 days per week managing incoming phone calls and email tickets via Zendesk. This may include occasional weekend shifts.Communicate articulately and engage with current and potential clients in all forms: phone, email, in person, and telepathically if you’re equippedSet clear expectations with clients and internal teams throughout the relationship to ensure the best customer service possibleHandle any escalation issues in a calm and clear manner; turn these issues into opportunities to strengthen relationships

Aventura, Fl

• Providing internal remote and in-person IT support for over 1,200 employees across the US, Canada, Russia, and Israel.• Working on improving existing Ticketing system policies and procedures.• Generating weekly and monthly reports to present to IT manager and CIO.• Slack admin: creating and deactivating accounts and channels, as well as creating internal workflows for common IT procedures.• Microsoft365 admin: responsible for creation and deletion of accounts and archival.• Assisted in the deployment and ongoing support to three new warehouses.• Assisting in the management and supervision of Meraki MDM.• Working on implementing an Active Directory Domain controller to all North American facilities.• Acting IT manager when IT manager is out of the office.

Miami/Fort Lauderdale Area

● Acted as shift manager to 4-5 technicians at a time.● Created and managed existing tickets using ManageEngineticketing system● Collaborated with other lead analysts in creating and deliveringtraining material for incoming technicians, and coordinatedsemesterly orientation sessions.● Implemented digital signage across the Business School withdigitalsignage.com software, as well as coordinate with differentdepartments regarding their digital signage.● Assisted Service Desk Supervisor in interviewing potentialtechnicians when available.

Miami/Fort Lauderdale Area

● Took over the duties of Service Desk Supervisor along with otherlead analysts until a full-time replacement was hired● Point of contact for faculty and staff requesting or purchasingnew equipment.● Placed purchase orders for new equipment, with assistance fromfull-time IT Manager.● Coordinated interviews with approximately 6 potentialtechnicians, as well as read applications to determine whowould be selected for interviews.

Miami/Fort Lauderdale Area

● Provided over the phone and in person technical support to over150 faculty and staff throughout the Miami Business school.● Imaged and deployed new PC’s in Faculty and Staff offices,classrooms, and the 5 computer labs located throughout theBusiness School.● On certain occasions, would run the A/V control booth in ourin-house auditorium for events when A/V staff was unavailable.

Bachelor Of Arts - Ba, Criminology

High School Diploma, Criminology

Activities and Societies: Debate Team, Honors Chamber Orchestra, Quiz Bowl, Drama.Was a member of the Foreign Language Honor society..