Advanced to Partner/CIO/Manager of IT helpdesk and field operations. Responsible for the management of internal, contracted, and vendor technicians. Analysis of ticket and project boards.Analyze technicians’ performance and usage to maintain a high utilization rate.Provide project consulting, budgeting and management. Server and network planning, installation and administration.Analysis of customer business practices and processes.Assist in hardware research including pricing and purchasingProvide multi-level support for client (and internal) users and systemsKey Internal Results: Developed and implemented processes to transition from a Break-Fix IT provider to a Managed Service Provider. Implemented processes and systems to minimize onsite time and maximize tech efficacy (via Kaseya). Transitioned server infrastructure to COLO facility Maintained a high customer satisfaction rating.Key Customer Results: Planned and implemented a multisite MPLS and VoIP setup. Planned and implemented transition of a physical server farm to Terremark’s Enterprise Cloud. Implemented scanning and document storage solutions. Planned and implemented several network infrastructure solutions to complement a hosted VoIP delivery.  Planned and implemented Active Directory integrated Corporate Directory and self service password reset solution. The solution facilitated user creation and allowed HR personnel to update and deactivate users without delegating AD rights. The solution also allowed all users to view selected contact info on other employees and their managers to facilitate communications.

Manager of South Florida service contracts and field technicians.Responsible for fulfilling computer service contracts for Sears, Best Buy, GE, and others.Repaired computers at customer homes and service centersRepair primarily consisted of HP, Compaq, and Apple computersKey Results: Maintained a high customer satisfaction rating. Increased our completed service calls per day and our provider rating with the parent service company.

Advanced to Lead Support Technician to provided support for 300+ nationwide clients.Became the primary contact and for high priority clients resulting in several out of state trips to consult with customers.Responsible for server planning, installation and administration for internal systems as well as for key customers.Key Results: Research and development for the new product, TevixMD online eligibility solution. Designed and implemented the systems to transition the business model from software sales to a successful software as a service model (via Citrix Metaframe and later Terminal Services). (Majority business was later purchased by Health eConnex/ARM) Created remote software demo process (via Citrix Metaframe and modem bank) to increase national sales. Developed initial remote support processes (via pcAnywhere).