Manage day-to-day service desk and ticketing needs and instituting and improving targeted KPI's. Run delivery and project Management for in-house IT projects.

Develop ticketing standards and implement KPIs to measure and improve the speed, consistency, and quality of communication, problem-solving, and time to resolution of our service desk.Mentor team members to enhance their skills and achieve their career goals.Recruit and hire top talent who are passionate about providing outstanding service.Provide expertise in both front-end and back-end web development to support project delivery as needed.Stay up-to-date with the latest industry trends, tools, and techniques to ensure the team is delivering cutting-edge solutions to clients.

Effectively recruit, train, and manage a team of both W-2 and 1099 employees, fostering a culture of collaboration, respect, and accountability to deliver high-quality managed services solutions.Continuously assess and improve processes, services, and solutions to ensure they align with industry trends and best practices, and deliver maximum value to clients.Implement best practices and streamlined processes to optimize service delivery. Establish and monitor KPIs to measure the team's performance and identify areas for improvement, and ensure client satisfaction and retention.Oversee the daily operations of the organization, ensuring that all projects are completed on time, within budget, and to the satisfaction of our clients.

As the Director of Client Services, I had the privilege of building a team of account managers and service professionals who were dedicated to delivering superior results for our clients. I set high standards for performance and held myself and my team accountable for achieving sales metrics while maintaining exceptional levels of service.I believe that effective communication is key to success in any client-facing role. I made it a priority to ensure that our clients were informed and engaged throughout the project lifecycle, and I worked closely with both my account managers and service team to ensure that they had the skills and tools necessary to communicate effectively with our clients and deliver on our sales initiatives.

As the Engineering Services Team Leader at 318, I had the privilege of helping senior executives from top companies solve their most difficult business and technology problems. During my tenure, I accomplished the following:Built a team of highly trained technology consultants: I recruited and trained a team of top talent in the industry, ensuring that they had the skills and expertise necessary to deliver exceptional results for our clients.Implemented evidence-based methodologies: I developed and implemented evidence-based methodologies that were supported by before-and-after results. This approach helped our clients to see the value of our services and how they could leverage them to achieve their business goals.Focused on execution: I led a consulting approach that was focused on execution, ensuring that our clients were able to use the solutions we provided them. I worked closely with our clients to understand their needs, develop customized solutions, and ensure that they were implemented successfully.Through these accomplishments, I was able to help our clients achieve their business objectives while maintaining a high level of client satisfaction and project success.

As head of the Account Services team, I was responsible for overseeing all accounts, managing KPIs, and working closely with the CEO and CTO to develop strategies for expansion and direction.I took a hands-on approach to account management, taking ownership of all client relationships to ensure that we consistently met or exceeded expectations. I also implemented robust tracking systems for KPIs, regularly analyzing data to identify trends and areas for improvement.In addition, I collaborated closely with the CEO and CTO to develop strategies for expansion and direction. Drawing on my deep understanding of our clients and their needs, I provided valuable insights and recommendations that informed our overall business strategy.Throughout my tenure, I was able to build a high-performing team that consistently delivered exceptional service and support to clients. By fostering a culture of collaboration, accountability, and innovation, we were able to exceed our growth targets and position the company for long-term success.

As the Scheduling and Service Desk Manager at 318 Inc., I played a crucial role in managing all incoming calls and ensuring that ticketed issues were tracked and resolved in a timely manner. Throughout my time in this position, I achieved the following accomplishments:Qualifying incoming calls: I developed a system for prioritizing and qualifying incoming calls, allowing us to handle each issue with efficiency and effectiveness.Ticketing and tracking issues: I ran all tickets through a robust internal ticketing system that accurately documented each issue, tracking its progress throughout the resolution process. This helped us to identify patterns and trends, allowing us to proactively address issues and improve service delivery.Resolving issues: I worked hand-in-hand with our team of skilled service professionals to resolve issues and ensure that our clients were satisfied with the service they received.

A small business Deploying, Upgrading and Maintaining SMB networks and devices in the Los Angeles area. Responsible for client acquisition, account management, customer service, and internal sales.

Systems Administrator managing a Windows 2000 server environment. Successfully managed and supporting over 200 users. During my tenure, I achieved the following accomplishments:System Administration: I managed and maintained Windows 2000 server environments, including Active Directory, file and print services, and Microsoft Exchange. I ensured that these systems were operating efficiently and effectively, minimizing downtime and improving productivity.User Support: I provided tier-1 and tier-2 support to end-users, troubleshooting technical issues and resolving problems in a timely and efficient manner. I worked closely with users to understand their needs and provide solutions that met their requirements.Network Security: I implemented network security best practices, including firewalls, antivirus software, and intrusion detection systems, to ensure that our systems were secure and protected from threats.Through these accomplishments, I demonstrated my ability to effectively manage complex systems and provide exceptional support to end-users. I remained up-to-date with the latest technologies and trends in the industry, delivering innovative solutions that helped our organization achieve it's goals.

On-site tier 1service technician. My role involved troubleshooting technical issues, resolving problems remotely, and on-site, and ensuring that clients received the highest level of service.Technical Support: I provided end-users with timely and effective technical support, resolving issues related to hardware, software, and networking. I always ensured that they had a clear understanding of the issue and how it was resolved.Client Relations: I built strong relationships with clients, earning their trust and confidence through my professional approach, friendly demeanor, and willingness to go the extra mile to meet their needs.Team Collaboration: I worked closely with my team of service professionals to share knowledge, expertise, and best practices. I collaborated with other departments to provide cohesive solutions that met the needs of clients.