•Built, trained, and supervised a team of customer-focused technicians that provided technical support to end users, ensuring issues were resolved quickly and investigated for process improvements.•Monitored the ticket queue to ensure that escalations were responded to and handled in a timely fashion by technicians and provided coaching and mentoring as needed.•Incident Management•Managed ongoing projects and delivered reports to senior management on ticket trends and… Show more •Built, trained, and supervised a team of customer-focused technicians that provided technical support to end users, ensuring issues were resolved quickly and investigated for process improvements.•Monitored the ticket queue to ensure that escalations were responded to and handled in a timely fashion by technicians and provided coaching and mentoring as needed.•Incident Management•Managed ongoing projects and delivered reports to senior management on ticket trends and help desk performance. •Grew the department as the company expanded. •Developed OLAs and help desk policies for the rapidly growing company.•Served as the primary IT contact during two company moves in the Charlotte area •Key leader in two different equipment rollouts for offices around the country. This included migrating users from Windows 7 OS to Windows 10.•Office 365 admin Show less

•Provided a broad variety of IT services to medium‐sized, private sector businesses in the Charlotte Metropolitan area. •Assignments included, but were not limited to: desktop support, installing office networks, computer repair, remote and in‐person customer support, vendor and supply management, project management, virus removal, printer setup, user setup and termination, and more.

•Managed all aspects of the help desk and provided dedicated, customer-driven service to end users. •Incident Management•Responsible for all vendor management, phone system maintenance, and server maintenance. •Created and maintained lead distribution, managing and setting up distribution groups for mail campaigns.•Prepared financial reports and created and executed sales reports for the executive team.•Executed Office 365 email migration•Served… Show more •Managed all aspects of the help desk and provided dedicated, customer-driven service to end users. •Incident Management•Responsible for all vendor management, phone system maintenance, and server maintenance. •Created and maintained lead distribution, managing and setting up distribution groups for mail campaigns.•Prepared financial reports and created and executed sales reports for the executive team.•Executed Office 365 email migration•Served as the primary IT contact during two company moves Show less

•Coordinated and executed small to large projects with production staff, sales team and client base. •Organized projects and distributed work to the production staff, updated sales staff on status of open projects, communicated with clients from the beginning of projects through completion, created company policies, and assisted sales staff with inside sales from existing customer base. Help Desk Manager/ Trainer •Led a small group of techs that supported the company’s… Show more •Coordinated and executed small to large projects with production staff, sales team and client base. •Organized projects and distributed work to the production staff, updated sales staff on status of open projects, communicated with clients from the beginning of projects through completion, created company policies, and assisted sales staff with inside sales from existing customer base. Help Desk Manager/ Trainer •Led a small group of techs that supported the company’s customer base.•Incident Management•Organized, designed, and created company training programs, trained clients on the company’s proprietary software, and coordinated/ provided documentation.Appointment Writer •Contacted potential clients and negotiated appointments for sales staff. Show less