Occasional podcast guest, communications specialist, and network operations expert on TLDR.

Umbrella LLC for all of my current and future contracts.

Accountable for comprehensive OmniPod product support during overnight shifts, demonstrating expertise as a Subject Matter Expert. Contributed significantly to the training of agents, imparting extensive knowledge of OmniPod products and facilitating weekly educational meetings to ensure continuous updates on product advancements. Additionally, efficiently coordinated the dispatch of emergency medical personnel as necessary.

Facilitated clients in leveraging technology to address business challenges by serving as the primary SPOC (single point of contact) for all technology-related issues. Implemented a strategic process of escalating unresolved transactions to the appropriate levels. Ensured strict compliance with customers' technical standards and quality procedures, consistently delivering exceptional customer service to achieve the highest levels of customer satisfaction.* Contract position, laid off after end of contract.* Remote work from home position.

Initiated initial contact with stranded motorists experiencing mechanical issues with their vehicles. Gathered precise location details and comprehensive information regarding the disabled vehicles. Provided guidance to motorists on ensuring their safety until assistance arrived. Coordinated emergency response actions such as vehicle jump-starts, tire repairs, or arranging tows to repair facilities through verbal communication or chat dispatch systems. Held a leadership role as a team lead, overseeing a team of over 25 employees.* Incredibly good AHT, attendance, and quality statistics when on the phone.* Promotion to Team Lead within six months. After becoming Team Supervisor, our team became number one on the project.* Unofficial IT support for our team and others, as this was an overnight position and IT was not available at the time.

Oversaw all facets and operations within the business, making the difficult decision to cease operations due to the impact of COVID-19. Key responsibilities and achievements include:* Provided comprehensive hardware and software support and installations.* Engaged in field installations, engineering, and customer support services.* Orchestrated the transition to ensure all equipment and software complied with Y2K standards.* Diagnosed and resolved hardware issues related to modems, printers, cables, and telephones.* Performed in-home repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems.* Conducted on-site repairs and reconfigurations of computer systems and related hardware, including component replacements and system restorations.* Executed troubleshooting procedures for computer systems and associated equipment.* Managed software and mechanical upgrades and conducted routine maintenance on various computer equipment and printers.* Conducted network integration, system tests, and on-site setup of computer systems.* Developed presentation materials, schedules, resource allocation plans, and system test plans.* Proficient in computer software and hardware diagnosis, handling hardware failures, and user errors.* Diagnosed application errors and rectified network connectivity issues.* Conducted benchmark tests for high-powered computers on behalf of major vendors.* Investigated and resolved a spectrum of computer software and hardware problems.* Provided user support and training for installed systems and programs.* Contributed to special projects, including network cabling, configuration, and enhancement for optimized performance.* Managed user logins and passwords using Active Directory.* Demonstrated strong analytical skills to assess, evaluate, and resolve hardware and software conflicts.

Conducted daily field service visits across diverse locations for multiple clients, managing a wide array of tasks that necessitated continuous training to support the role effectively. Proactively updated outdated OEM training certifications before assuming this position. The role's autonomy in scheduling and the variety of tasks undertaken daily proved exceptionally rewarding. Achieved consistently above-average on-time performance per call compared to other technicians, attributed to extensive prior experience in the field.

Directed and oversaw comprehensive IT operations encompassing Holland 1916, Holland Nameplate, Holland Interface Solutions, Holland Integrated Metal Solutions, and Info Chip IT. Operated as a sole IT expert managing all facets of IT operations, orchestrating seamless integration across networking and VoIP systems within and between all business segments. Prioritized and executed a wide spectrum of IT operational initiatives across the entire organizational framework.

Managed comprehensive desktop support and service desk operations involving ticket processing, desktop rebuilds, policy and procedure implementation, as well as virus/malware removal both in-office and on-site. Collaborated with managed services and employed preventive maintenance agents to ensure optimal performance for multiple clients. Unfortunately, following the merger between Visionspace and Results Technology, the position was made redundant, leading to the layoff.

Managed all high-level communication via calls, emails, and chat, handling server maintenance for all servers located in two extensive server rooms and on field sites. These servers operated on a VM-based system with Windows 7 on the front end and Ubuntu on the back end. Unfortunately, following the acquisition of the company by Avalara in Seattle, a significant portion of employees, including myself, were not retained in the merger.

Oversaw comprehensive technical support operations encompassing DSL, Dialup, and Ethernet Over Copper support, focusing on router maintenance, server/switch routing, and overall system maintenance. Handled customer technical inquiries via calls, emails, and live chat support. Additionally, facilitated installations and provided on-site support for troubleshooting as required.

All help desk operations for the US Army on all levels, all shifts. Security clearance was required.• Contract terminated after 12 months. Our price for high quality service was too high, theywould rather pay less money for less quality support.• Maintained trouble-ticket system to record and track user calls and e-mails. Reported oncommon problems and complaints, escalating network-wide troubles to Network OperationsCenter.• Monitored help desk phone providing outstanding customer service on multiple technicalissues.• Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes. Yes, they stillused Lotus Notes in 2010.• Logged and worked trouble tickets for users.• Provided network support, software development and related services in a help desk setting.• Maintained excellent client relations and service based on outstanding communication,technical efficiency and problem solving skills.• Maintained Print Server and print devices.

Performed maintenance of personal computers and peripheral equipment, identifying problemsand providing appropriate solutions.• Managed local area network, servers, and communications connections.• Configured network servers and trained local administrators on standard network serverprocedures,including virus protection and other security measures.• Installed, diagnosed, repaired, and upgraded computer systems and software.• Assessed customer needs and recommended appropriate products or solutions.• Assessed customer needs, ordered components, assembled computer systems, installedand configured software and peripherals for customers.• Coordinated teams during bi-yearly disaster recovery testing.• Handled all installations of RAID, Tape Library, Fiber Router, Fiber Switch as well as relatedsoftware packages.• Delivered oral and written presentations to sales and technical staff to support the sales effortand installation process.

Coordinated all field and in house technical operations, from security panel maintenance in thefield, to emergency services, as well as all local and remote systems, download maintenance.• Tested programs for completeness, maintaining documentation.• Upgraded and maintained multiple alarm systems.• Trained and assisted users with hands-on troubleshooting of workstation equipment andperipherals.• Designed and created technical forms and reports.• Troubleshot and resolved desktop, network, and system issues.• Diagnosed and repaired computers to component and software level, establishing alternativerepair procedures to meet customer needs.• Configured software according to each technician's needs.

Responsibilities included all television, telephony, and cable internet installations. Tribulation calls in all weather environments, all shifts. Left the position to support family back in Wichita.

Customer technical and help desk support of all cable video, data, and telephony technologies.• Provided maintenance, installation and configuration of network and workstation hardwareand software.• Interacted with other departments in creating procedural methods to solve technical issues.• Provided technical assistance to tech support staff, assisting with network access, printing,and application software operation.• Performed troubleshooting of computer systems and related equipment.• Diagnosed hardware failure, user errors.• Diagnosed application errors and network connectivity problems.• Assisted users with daily operational technical issues.• Created and maintained user logins and passwords.• Instructed users on the use of equipment, software, and manuals.• Provided technical support of cross-connected multi-platform network systems.

Performed all aspects of customer support, including answering telephones, coordinatingspecial promotions, and providing details for products and services.• Maintained trouble-ticket system to record and track user calls and e-mails.• Reported on common problems and complaints, escalating network-wide troubles to theNetwork Operations Center.• Monitored help desk phone providing outstanding customer service on technical issues.• Maintained excellent client relations and service based on outstanding communication,technical efficiency and problem solving skills.• Interacted with customers extensively to maintain customer satisfaction.• Investigated and resolved complaints through empathy process.• Displayed professionalism and product knowledge, which contributed to an increase ininquiry-to-order capture rate.• Provided a high level of customer service and client relations based on outstandingcommunication and interpersonal skills.• Provided product information, pricing, quotations and delivery information to customers.• Relieved on each helpdesk area, rapidly refining both technical expertise and communicationtalents that prompted several offers to supervise the area in the absence of senior personnel.• Consistently provided excellent, informed customer service and maintained strong reliablework ethic.• Initiated actions to insure optimal response times and service levels; handled escalatedmatters; approved credits.• Analyzed team and individual statistics; prepared reports; devised and implemented incentiveprograms to improve stats while maintaining quality.