Responsible for guiding the partner solutions team toward industry-leading support excellence for partners and customers. Strategically focused on rapid responses to improve partner communication and increasing clarity of knowledge base information, speeding up time to resolution.The initial response to support requests decreased by nearly 50% from 12 hours to just over 6 hours. Knowledgebase article usage increased over 20%, helping to maintain the weekly ticket average during continued partner growth.Support satisfaction was maintained at 98%.

Provided front-line support to partners and customers for email security, archiving, and encryption questions. Support for hosted POP3/IMAP and Exchange mailboxes included DNS, email client, and smartphone troubleshooting assistance. Maintained a 99% satisfaction rate and assisted sales with technical expertise and industry events.

As a Vice President and the General Manager of the Aldridge Austin office, responsibilities included business development, sales, human resources, and oversight of daily operations of the technical services team. Other responsibilities included project management and solution review for field and professional services.

Tydan IT was a business technology solutions and managed services provider based in Austin, Texas. Founded in 2009 to help small organizations stop worrying about their technology and focus on their business. The technical expertise and industry partnerships provided clients with best in class solutions from complete network designs to supporting the individual user.Tydan IT was acquired by Aldridge in September 2014.

Managed and supported 20+ servers in a Microsoft Windows environment including Cisco firewalls and Dell switches.Started virtualization initiative for server consolidation on Microsoft Hyper-V platform. Recommended and began use of a storage area network on a NetApp appliance. Implemented wider use of Group Policy and ScriptLogic Desktop Authority for desktop experience management.

Designed, implemented and maintained school's network infrastructure to service a student population of over 500 and about 80 faculty and staff. Monitored and managed Windows Server 2003 infrastucture with two domain controllers, Exchange 2003, SQL Server 2003/2005 and a Symantec Backup Exec backup solution. Managed a Cisco PIX firewall and web content filtering solutions to comply with Child Information Protection Act rules.Responsible for technology budget planning and expenditures including project management during infrastructure upgrades included during new facility construction. Added fiber optic backbone to connect campus buildings, wireless access infrastructure in cafeteria and performance theater spaces and the build out of an IDF for 10 servers, core network switching equipment and expansion of digital telephone system to new facilities.

Implemented and maintained corporate IT services including network administration, network security, end-user support and administration of Active Directory, Exchange 2003 and file servers. Monitored production servers and network for public facing Web site at a remote, co-location data center. Responded to alerts and planned infrastructure upgrades under the guidance of the Director of IT Operations.

Liaison between development, marketing and customer service acting as an advocate for the users of the web site. Promoted compromise between design elements and functionality to implement a high degree of usability. Assisted with the quality assurance of the web site during pre-deployment and in production.

Worked with the marketing department to implement web site changes to improve search engine rankings and compliment direct marketing efforts. Position transitioned to a more technical role, working with development and product management to improve the usability of the site and provide technical assistance to customer service for customer mini-sites.