As the IT Support Manager at 3Degrees, I was responsible for managing the IT support team and overseeing three key areas of focus: IT Systems and Support Tools Management, IT Processes Management, and People Management. I successfully developed and implemented processes to improve IT support and established KPIs and metrics for the helpdesk team. I also established strong relationships with department heads and the broader IT team to better understand their support needs and identified common support pain points, leading to the development of effective solutions. Additionally, I provided hands-on support, mentoring, and training to the team to improve their skill sets and deliver on setting and achieving goals.Key Accomplishments:● Developed and implemented new IT support processes resulting in a 25% reduction in ticket response time and a 20% increase in customer satisfaction scores.● Successfully managed a global team of four IT support specialists, providing guidance and support to help them achieve their professional goals and objectives.● Provided exceptional customer service to internal clients, resulting in a 98% customer satisfaction rating.● Led the changes to improve the helpdesk ticketing system, resulting in improved tracking and management of IT support requests.● Managed the deployment of new software and hardware, ensuring that all equipment was configured correctly and on time.● Provided rotational off-hours helpdesk support, ensuring that global employees always had access to IT support when needed.● Successfully resolved urgent and high-profile IT support requests, minimizing disruptions to business operations.● Maintained accurate documentation of IT support processes and procedures, ensuring that knowledge was transferred to new team members and that the team operated efficiently.

As an IT Director, I successfully oversaw daily operations of the IT Department, managing resources, standards, and disciplines to achieve optimal performance. I implemented and enforced technical standards, developed business operation cost models, and negotiated vendor contracts. I collaborated with regulatory and legal compliance teams to ensure proper IT policies and end user protocols were defined and adhered to. I reviewed and approved project budgets and expenses while providing regular performance reviews, training, and motivation to my team. I also presented senior management with reports on budget performance, resource utilization, and goal achievement. Through continuous education, I remained up to date on new technological developments and optimized performance, reduced costs, and improved service levels.Key Accomplishments:● Managed IT Help Desk and escalated production support, resulting in a 20% reduction in response time.● Administered Windows Active Directory, Office 365, user account management and application deployment.● Managed MSP and MSSSP vendors, resulting in a 28% reduction in costs.● Implemented SolarWinds Network Performance Monitoring, improving network reliability and reducing downtime by 15%.● Provided third-party software and application support, ensuring business continuity.● Streamlined hardware procurement processes, resulting in a 25% reduction in costs and improved vendor relationships.● Documented the IT infrastructure and implemented IT policies and procedures, ensuring regulatory requirements.● Designed disaster recovery and business continuity processes, resulting in minimal downtime during critical events.● Managed incident and change management processes, ensuring timely resolution of issues and minimizing disruption to business operations.● Provided Cloud PBX support, ensuring seamless communication and collaboration across teams.● Ensured data security, network access, and backup systems were in compliance.

As the Help Desk Lead, I oversaw the management of the computer desktop environment by analyzing user requirements, troubleshooting issues, installing software and hardware solutions, and providing support for IT store operations and the IT service desk. I was responsible for the administration and internal support of the company's servers, printers, PCs, and related equipment. My duties included license tracking, PC maintenance, upgrades, and configurations, as well as providing technical assistance and support for computer systems, hardware, and software. I designed and implemented responses to customer queries, ran diagnostic programs, isolated and resolved problems, and implemented solutions based on my findings.Key Accomplishments:● Acted as the Tier II/III escalation point for complex issues, reducing downtime and improving service levels.● Established and enforced Service Level Agreement (SLA) response parameters, ensuring timely resolution of service requests.● Monitored and managed the service desk for incoming tickets, processed on a first-in, first-out priority basis, improving ticket handling and resolution times.● Configured and modified local workstation utilities, software default settings, and configurations, improving system performance and reducing downtime.● Managed and maintained the helpdesk tracking software, improving ticket handling and reporting accuracy.● Presented innovative ideas professionally to vendors, customers, and third parties, contributing to the development and enhancement of the IT support function.

Launching and leading an IT services operation meeting the needs of business clients, I oversaw the provision of both onsite and remote support for clients requiring 24/7 business continuity. I also provided systems and network monitoring, data backup and security, network infrastructure development, and IT project management services. Further, I prepared exacting documentation and maintained client relationships to support a strong revenue pipeline. My achievements included:★ Providing clients with key tools and recommendations to enable an increase in business productiveness and work environment efficiencies.★ Supervising the provision of new time and expense reporting tools for clients to enable more accurate accounting.

Dade Brigade is a non profit organization and the official supporters group for the Miami based professional soccer team The Miami FC. As President of Dade Brigade, I conceptualize, organize and implement the day to day duties including but not limited to:★ Social Media content and growth management utilizing Facebook, Twitter, Instagram, Reddit, SnapChat and more...★ Organic growth of the supporter group through local events, advertising and strategic event coordination with The Miami FC.★ Special projects★ Sponsorship generation and management★ 501(c)(7) compliance★ Merchandise design, purchase and management★ Vendor qualification, negotiation and management★ Budgetary planning and management★ General business relationship and development★ Public relations★ Community and Charitable outreach★ Game day operations

Managing networks and systems critical for corporate, hotel, gaming, and tribal operations, I ensured optimal operability and security within a 24/7/365 environment. Beyond establishing standard policies and procedures and ensuring department-wide compliance, I also created and maintained strategic IT plans to maximize efficiencies and effectiveness, supervised a 26-person IT team, directed user support and special projects, and conducted routine technology audits. My achievements included:★ Overseeing a project to convert an analog surveillance system to a leading-edge digital video system.★ Ensuring the successful implementation of new service and help desk procedures and systems with minimal disruption to ongoing operations.

Working closely with IT Manager, delivered technical support to meet dynamic needs of growth-driven health startup. Managed inbound service request queue and deployed solutions to resolve system issues, troubleshoot and repair desktop and laptop units, and handle upgrades and maintenance.★ Created and implemented service-level agreements, workflows, and ticketing rules to support effective rollout of new helpdesk systems.★ Met targets for conversion to a Meraki system allowing for a more available and robust environment of monitoring, configuration, security and availability.★ Reliably performed checks of server logs to monitor nightly processes and proactively follow up on errors.

In consecutive positions, I met targets for sales generation and business development within technology enterprises by identifying market opportunities via cold calling and networking, conducting consultations, and transforming leads to sales. I also maintained thorough documentation of all sales activities via CRM and communicated with marketing teams to assess opportunities for boosting sales and marketing plan effectiveness.My achievements included★ Being selected to assist the owners of Webhosting.net with the development of enhanced workflows to enable streamlining of business processes.★ Playing key role in developing and deployment new internal sales team for United Data Technologies.

As a Helpdesk Manager, I supervised and supported a seven-person helpdesk team; managed ticketing system workflows to ensure prompt review, escalation, and resolution; established and enforced helpdesk policies and procedures; delivered front-line customer service; and onboarded and trained new hires. As an Account Executive, I applied my robust knowledge of the product portfolio while assessing customer business needs and generating interest in products and services. I also capitalized on existing relationships and attended industry events to generate new leads, delivered presentations and closed sales and followed up to ensure satisfaction, and tracked and reported on progress toward daily and weekly sales goals.My achievements included:★ Engaging initiatives to actively improve perceived customer service and reported satisfaction.★ Adeptly meeting performance targets through aggressive sales prospecting and maintenance of knowledge of leading-edge technologies.

• Responsible for the maintenance of multi site clientele.• Responsible for the project management of multi site clientele.• Responsible for the day to day technical support of multi site clientele.• Responsible for on-site and remote support of multi site clientele.• Responsible for ground level to finalized implementation of corporate network infrastructure.• Responsible for detailed documentation of all sites in regards to daily work completed.• Responsible for providing clientele with professional up to date consultation to increase productivity and efficiency in the work environment.• Technologies: Server 2003, 2008, Exchange, VMWare, Citrix, and more…

• Responsible for the management of an 80+ user environment including the maintenance, troubleshooting, upgrading and security of the internal network.• Responsible for continuous operability of all servers and workstations.• Responsible for providing budgeted effective and efficient IT solutions involving all forms of communication (voice and data).• Responsible for updating and maintaining Litigation support software (Summation).• Responsible for continuous email and network connectivity• Responsible for modernizing Time Matters application.• Responsible for implementation and configuration of new handheld, wireless client/server based digital dictation system. • Responsible for the installation and configuration of a 1 TB Network Attached Storage device. • Responsible for developing and successfully implementing a Disaster Recovery Co-location plan.• Responsible for the maintenance and configuration of Postini spam filter.• Responsible for tape rotation and nightly backup of network.• Responsible for Website design and maintenance. • Survey and adjust system parameters to enhance performance, prevent service degradation and avoid potential system outages. • Ensure proper, timely and relevant skills based training.• Annual budgetary forecast presentation.• Technologies: Server 2003, Exchange, Citrix, TimeMatters, AIM, Summation and more…

• Responsible for the management, maintenance, troubleshooting, upgrading and security of internal network.• Responsible for providing effective and efficient IT solutions involving all forms of communication (voice and data).• Responsible for continuous operability of all servers and workstations.• Responsible for developing and successfully implementing a “3 site” Disaster Recovery plan.• Responsible for implementation and configuration of new Inter-Tel (Mitel) VOIP system.• Responsible for implementing internal Help Desk ticketing system.• Responsible for backup and continuity of network via local as well as off site backup.• Responsible for uninterrupted connectivity (up to Metro Ethernet 10 / 100)• Maintain and configure Spam Filter (IHateSpam)• Maintain and configure Barracuda firewall.• Ability to deploy, analyze and maintain Windows 2000 and Windows 2003 Active Directory.• Manage over 100 users with technical support issues as well as training.• Identify and adjust operating system /server parameters to enhance performance, prevent service degradation and avoid potential system outages. • Annual budgetary forecast presentation.• Technologies: Server 2000, Exchange, VMware, Citrix, AIM, Equitrac, Summation and more…