Solution Design & Build  Development of high-level and low-level design documents  Participate in and lead status, implementation, RCA and design meetings w/clients  Handle escalations, resolving issues for less experienced engineers  Sourcing and estimating for new implementations and upgrades to existing environments  Monitoring, Troubleshooting, and Optimization of client and internal environments  Participate in Disaster Recovery planning and exercises  Assisting with the development of deployment plans and strategies  Assist with development of configurations standards and documentation  Sales Support, as needed  Process and Standards Adherence  Provide technical oversight and review of work performed by less experienced engineers  Interfacing directly with external customers to resolve systems issues  Excellent Customer Service

Manage support experience for 10+ enterprise-level clients; ensuring cases are routed appropriately and resolved timelyMonitor and report on support status to clients to address concerns or stalled casesCreate collaborative environment with entire account team, including sales, architecture, and engineering to provide clients with unified message and experienceWork with all Veeam products, including Cloud Connect, Agents, and Backup and ReplicationCoordinate with research and development team for requested product enhancementsDeveloped several client-specific tracking mechanisms based on individual reporting needsAssist engineering team directly with difficult cases; ensure escalations are processed timely when needed

Assisted customers with various issues involving backup software, specializing in networking and performanceManaged active load of 40-50 cases, ensuring the highest level of customer service and technical accuracy in responsesCollaborated with other teams on specialty products to ensure all clients receive the appropriate supportLed numerous training sessions for teammates for networking/performance troubleshooting and general practicesMentored new engineers on both technical and customer service skillsUtilized proprietary database systems for case tracking and management

Supervise and assist remote team of 30 scorers via phone and networkMonitor performance against company-set metrics, provide coaching and guidance for scorers who fall below expectationsUtilize several proprietary database systemsEnsure confidentiality of all test materials and student responses

Manage instructional staff in all facets of operation; focus on content delivery, student satisfaction and student retentionMentor and coach instructors on student success tools and measurable outcomesCollaborate with campus leadership to implement new strategies for achieving institutional goalsIdentify struggling students and develop individualized strategic learning plans for academic recoveryInterim Campus Director 1/2019-3/2019

Deliver technical knowledge and supervise up to 30 adult students, ensuring comprehension, application and certification preparation for CompTIA and Microsoft certificationsReview progress individually with students, identifying areas of strength and weakness; setting goals and collaboratively developing a plan for improvementAt all times, set an example for professionals entering the IT industryAddress and manage student behavioral issues in accordance with industry standards and school policiesThrough research, keep current on innovative hardware and software technology trends

Supervised and conducted product matching workshops for prospective studentsMonitored and assisted students enrolled in online coursesCoordinated product matching workshops for incoming studentsTutored students in individual or small group settings

Opened start-up Columbus Campus in 08/2008Hired, trained, and supervised new instructors and school chairs; managed staff of 40-45 employeesExpert in ACICS (Accrediting Council for Independent Colleges and Schools) accreditation standards; successfully completed two ACICS Branch Inclusion visits (2010 and 2012)Certified as ACICS site evaluator for student servicesDistrict Leadership Council member; trained and assisted other Deans in Ohio Valley district (OH, WV, PA) in areas of compliance, systems, and internal policies/proceduresDepartment received perfect rating for 2015 internal auditImproved student attrition by 103 basis points for 2014 fiscal yearDeveloped and implemented new process for identifying, tracking, and advising students experiencing academic or attendance difficultiesImplemented new student re-entry tracking mechanism in 2015; achieved reentry student goal in each of first three quarters of 2015 fiscal yearDeveloped new curriculum and courseware for “Humanities” courseRecipient of 2012 Diamond Award for organizational leadership and achievement

Developed course offerings and schedule for entire schoolHired, trained, and supervised new instructors and library staffTutored students in a variety of subjectsAdministered “Satisfactory Academic Progress” policy for entire schoolAdvised and monitored students having academic difficultiesChairperson of inter-departmental “Retention Committee”Developed new process for evaluating instructor performanceRecipient of 2005 Rose Award for outstanding customer service

Taught courses including microeconomics, composition, mathematics, group dynamics, physics, and instructional designOpened start-up Hilliard Campus in 08/2003Managed student resource center, including cataloging, tracking, and ordering of all library materialsTaught and managed students enrolled in an online settingScheduled and coordinated mock interviews for all graduating studentsAssisted in curriculum development for new version of “Strategies for Technical Professionals” course