Maurice S. Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

As an Onsite Operations Lead at GadellNet. My primary focus is ensuring our team of onsite technicians are powering the missions of our clients. This role is both responsible for ensuring client satisfaction with our service delivery while also growing and mentoring our people at GadellNet.Operations Management:• Identify, Resolve and Collaborate on Process Improvement• Maintain and Report on Key Business Metrics• Scheduling/Dispatching• Process Adherence• On-Call Management• Client EscalationsPeople Management• Coaching Technical and Soft Skills • Team Building• 1on1 Meetings• Bi-Annual Reviews• New Hire Training

Indianapolis, Indiana Area

Rockford, Illinois Area

Ticomix is a leading business technology provider with customers ranging from small businesses to enterprises from across the nation. We provide Managed IT services, Service Desk software & consulting, CRM software & consulting, and custom software development. Job Function/Roles: Day to Day Operationso Maintain and innovate the managed services division of Ticomixo Oversee 20-25 staff, 1 satellite office, 7 direct reports including 2 service managers, and 4 departments (NOC, helpdesk, BTA’s, Primary Technicians)o Lead departmental meetings: daily, weekly, monthly, and yearly o Key Decision making on new and existing services and tools o Manage hardware and software partners. (Datto, Continuum, Microsoft, MalwareBytes, Webroot, Passportal, MXlogic, Edgewave, Knowbe4) Staff Managemento Hiring of new staff, anticipating and forecasting future staff requirements.o Encourage knowledge growth through training incentive programs and career path directiono Provide high level guidance to department managers and senior staffo Define departmental and personal quarterly goalso Annual staff reviews KPI and metrics trackingo Creation and monitoring of dashboards (response time, resolution time, wait time on all trouble tickets)o CSAT (quarterly customer surveys)o Setting quarterly metric driven goals Develop and maintain policies and procedureso Afterhours on-call procedures for staff and clientso Help desk best practiceso Documentation organization and consistency between clientso RMM (Continuum, Connectwise Automate) and ITSM (ServiceNOW, Connectwise Manage) Budget forecasting  Assist with marketing and social media campaigns Assist sales team with high profile clients including development of RFPs Member of the senior Ticomix Leadership team consisting of other divisional and department heads, VPs, and consultants. Adhere to the purpose and Core Values at Ticomix (PATH)PersonableAdaptiveThoughtfulHonest

111 Granton Drive Richmond Hill, On

- Virtual C.I.O- Client relationship building , Account management, customer service- Single point of contact, escalations- Technology analysis, I.T Management - Project Management- Quoting, Budgeting, Vendor Management- Process development- Annual Technology Summaries- Hardware and Software Auditing- Policy Consultation- Industry Best Practices- Hardware Reporting

Richmond Hill, Ontario

- Project Management- I.T consulting- process management - Statement of work creation- Employee Reviews/Management- On-boarding of new clients- KPI Monitoring

- Connectwise Administration- Kaseya RMM tool policy creation- Kaseya Workflow creation- Process Improvement- Hiring and Training of Support Staff- Internal Support Desk and On-Site Procedure Creation

Richmond Hill

- Helpdesk Management, Triage tiered tickets- On-site dispatching and scheduling- Helpdesk procedure creation- Connectwise Ticket System- Kaseya RMS