• Troubleshoot, repair, replace and install or remove electronics such as routers, switches, printers, copiers, cables, POS, Desktop PC's, Cash drawers, Handheld scanning devices, Debit/Credit machines

• Communicated department and organizational objectives and goals to subordinates• Communicated information to department on specific areas of responsibility and accountability• Provided assistance and support to department personnel including training and mentoring as required• Maximized potential of subordinates through training and development and effective performance management• Monitored and ensured existence of supportive working environment(s) to promote high job satisfaction and morale• Managed departmental resources through effective recruiting, delegation and organization• Managed and controlled department budget and costs• Prepared and conducted formal performance evaluations• Oversaw, established and documented departmental procedures in compliance with quality standards• Conducted regular audits of departmental procedures and systems to ensure compliance with policies & standards• Regularly reviewed departmental processes and work flows with view of improving efficiency• Oversaw use of resources to ensure service quality standards and budgetary scheduling standards were met• Assessed individual training needs and ensured needs were met• Prepared payroll documentation for subordinates• Prepared various reports (i.e.: fulfillment, correspondence, quality management, billing)• Monitored and safeguarded ISO 9001 standard compliance• Used appropriate tools to manage and report nonconformance in document control processes• Ensured that quality standards were met or exceeded

• Created and developed strong streaming and hosted rich media client base• Implemented ERP/CRM hosted solution (NetSuites) including all leads, prospects and customer management• Maintained knowledge of all streaming media solutions, current client needs and industry trends• Responded to all pricing quotations, RFQ/RFP• Participated in customer and partner contract negotiations• Delivered regular sales activity reports to senior management• Identified and developed key industry partnerships to bolster our ability to offer complete streaming solutions• Served as single point of contact (SPOC) for all clients and internal teams• Responsible for maintaining all live and on-demand webcast event schedules• Responsible for communicating technical production requirements and ensuring deliverables were met• Met project timelines and ensured client expectations were met and/or exceeded• Identified, documented and put into production all live and on-demand webcast event specifications (job creation)• Participated in the development of all PowerStream’s streaming products and services.• Ensured all technical support issues were resolved by Network Operations Center (NOC) in a timely manner• Calculated and processed all non-recurring, event and project based invoices• Increased gross sales by a minimum of 20% every period since 2004 • Increased 2008 first quarter gross sales by 100% over same quarter 2007 (Annual Sales $250,000 - $2,500.000)• Established and maintained relationship with partners and suppliers including Accordant Technologies, VBrick Systems, Inc., ViewCast and Roscor Corporation• Identified, and secured new opportunities in various vertical markets such as Faith Based, Municipalities, Education, Healthcare and Corporate

• Contacted prospective customers, identified telecommunication needs, presented solutions, closed business• Audited prospects existing CSR (customer service record) and identified billing inaccuracies and efficiencies• Designed tailored, cost-effective telecommunications solutions including standard phone lines, fractional and dedicated T1 Internet services• Processed all telecom technical specifications within corporate provisioning to ensure sold products and services were delivered on time• Managed customer accounts through transition, retention and growth as directed• Developed contact lists and sales leads by researching business activity and participating in community-based groups• Presented performance and activity reports as directed• Participated in trade shows, industry events and customer entertainment activities• Built and maintained relationships with customers, contacts and lead sources

Ford Motor CompanyFord Fairlane Training and Development Center (FTDC)• Procured, produced, and provided 90% of all training material utilized by the Fairlane Trading and Development Center (FTDC) 20 - 30 Classes conducted daily• Produced Business Unit profit (Earnings Before Income Taxes - EBIT) of $153,000 first quarter 2000• Lead administrative team of five and a print production team of thirteen team members• Implemented a comprehensive customer satisfaction tracking process. Maintained rating of 90% or higher• Tracked process directly related to Ford Quality Operating Systems (QOS) customer satisfaction matrix• Increased total FTDC sales revenue by 10% from 1999 to 2000 (Annual Sales $1,500,000 - $3,500,000)• Reduced yearly employee turnover to less than 6% from 10%• Responsible for staffing, training, and development of the FTDC Document Services team members• Implemented continuous process improvements (with distinct measurables) through support of MSXI quality systems• Designed processes relating to Ford - SABA Global Employee Training system and supported their operation• Responsible for all billing and purchasing activities relating to FTDC course material• Single point of contact (SPOC) for all activities between customers, MSX management, Integrated Information Systems (IIS) operations, and Information Technology (IT)• Coordinate space planning and lead facilitate relocation of Enterprise Information Management (EMI) employees, services, equipment, inventory and customers as a result of additional functions and growth requirements

• Responsible for quality and performance for the Dodge, Chrysler/Plymouth, Jeep Information, and B2C (Business to Consumer), B2B (Business to Business) and related Call Centers• Developed and maintained annual budgets of over one million dollars ($1,250,000 - $1,500,000)• Developed and implemented procedures that coached and guided Team Leaders and Customer Service Representatives (CSR’s)• Supervised two Team Leaders, 50 CSR’s, including scheduling, task and queue assignment, and campaign project direction• Implemented operating efficiencies and productivity using forecasting, results analysis, workforce management and Automated Call Distribution (ACD) reports• Performed administrative, time labor, analytical and training duties• Evaluated and implement Enterprise Recourse Planning (ERP) / Customer Relationship Management (CRM) database applications.