My primary responsibilities were managing the support and service delivery as related to our Azure Virtual Desktop offering. I led a team of 10 cloud support engineers and also managed internal projects such as systems migrations for ticketing and knowledge management. Also responsible for access control for employees during onboarding/offboarding. • Setup new Level 1 Helpdesk offshore and retooled existing helpdesk into a Level 2/3 escalation point. • Implemented standardized support functions to streamline support and improve customer experience. • Led migration project of ticketing system from ZenDesk to BMC Remedy moving over 1,000 tickets.• Work with cross functional teams to explore ways to leverage new Microsoft Azure offerings to enhance customer experience and improve operating costs. • Serve as escalation point for support engineers.

I worked as an Azure Cloud Engineer deploying Microsoft Azure Virtual Desktop and configuring all associated services such as Active Directory, Azure Active Directory, Azure Networking, Azure VPNs, Azure NSGs, Azure Storage, FSLogix, and Microsoft Group Policy. Once customer environments were built and tested, I migrated customer data and applications to the cloud.

As a technical sales engineer, I scoped prospects' environments for migration to our Microsoft Azure Virtual Desktop (AVD) offering. Responsibilities included initial consultation, development of the SOW, and onboarding customers. I remained as their point of contact through the hyper care period to ensure any technical questions that come up are answered quickly or routed for escalation. I also created and maintained documentation related to the latest product capabilities and FAQs.

Responsible for oversight of multi-location service operation spanning over half of Missouri and over 1,500 clients. Focused on increasing the service operations profitability through customer retention and service sales growth by offering professional services and service contracts. This role also included management of internal IT functions including maintenance and updates to the company web site, management of Microsoft 365 services, device management, and maintaining the internal company network infrastructure. • Led Sales Engineering efforts in pre-sales capacity in tandem with account managers. • Manage Microsoft 365 Services company wide• Established Key Performance Indicators for service delivery and developed internal incentive program for company to drive exceptional customer experience. • Received service escalations as the SME on our SaaS and most hardware offerings. • Maintained USPS postal security device audit logs.

Led team of 3 field service technicians delivering support ranging from new deployments to troubleshooting complex technical issues on software and interfaced hardware. Implemented processes to improve sales/service communication and ensure up to date information on customers was readily available to account managers. This role also included IT responsibilities internally to maintain critical business infrastructure. • Migrated internal on-premise email server to Microsoft 365 / Exchange Online.• Built new website from scratch to modernize web presence and SEO.