Tasked by the Director of Professional Services to improve and grow the Technical Support team with a focus on emerging technologies and all aspects of Next Generation datacenters. Responsible for leveraging a team of 50+ escalation engineers from various departments and developing an internal process to manage the company’s customer support portfolio while developing key relationships with vendors and clients.Business Impact:• Developed processes that boosted client satisfaction rate for support to over 90%• Crafted onboarding processes and standardized communications for all clients • Created internal support call center resulting in vastly improved success and corporate profitability through simplification which minimized costs and increased efficiency of staff• Increased the support services client base by over 100% through proven success to internal departments and by providing technical sales enablement• Successfully increased profitability through the implementation of sales collateral, standardized support models and improved contracts• Created a dedicated support team, significantly reducing turnaround time for customer support requests• Developed and maintained relationships with industry partners, boosting our technical capabilities and facilitating our ability to support enterprise clients• Participated in cross-divisional business planning; ensuring consistent messaging and goals are being established across the organization• Worked closely with the Director of IT and VP of Operations to understand future business goals & drivers ensuring the continued success of the Technical Support organization

• Provide anticipatory vision and leadership in the identification, development and implementation of appropriate technology products and services• Provide leadership to Entisys Managed Services in the strategies and methods that help facilitate an alignment of a client’s corporate business and information technology support goals/objectives • Identify drivers of customer satisfaction and assess performance gaps relative to our competitors• Determine root cause of performance gaps through analysis of customer satisfaction research, stakeholder interviews, employee surveys, and on-site observations• Represent the customer voice to the managed services team, providing key customer feedback and impact related to the product experience in a measurable and constructive way• Retain and expand existing relationships by meeting client expectations of deliverable quality, improving satisfaction of clients and achieving results through improvement programs• Streamline the systems and processes to most efficiently deliver success in pre/post sales and delivery• Function as a liaison between the Sales and Engineering resources to ensure consistent product messaging and strategies are shared with our customers• Simplify onboarding process; work with Sales, Professional Services, and Managed Services to create a repeatable, solid onboarding process• Review Contracts with the Sales team ensuring complete understanding of the expectations and deliverables • Ensure that Entisys’ technology standards and industry best practices are maintained across the managed services group• Partner with the CTO to develop personalized professional growth strategies with the engineers and technicians to ensure service delivery levels are maintained

Network Administrator/Systems Administrator. Windows 2003/xp/vista. Exchange 2007, WSUS, DNS, Windows Virtual Server, Symantec AV, Backup Exec support. Laison to service providers (data/telecom). Laison to Partner companies (Cisco, VMware)

Under minimal supervision worked as part of a team to support over 250 servers and 1500 endpoints in a high availability (24x7) environment. Work closely with Application developers and network support personnel to facilitate a smooth running infrastructure for the client. Did advance rollout testing of new software, and operating systems. Create and configure new servers/systems. Troubleshoot and repair aging equipment as well as migrating server rolls to new machines and OS’s. Optimized workstation imaging and roll out procedures. Maintain Active Directory 2000/03 forest with multiple subdomains. Work with and support Tivoli TSM, NICE Screen Capture 8.8, Cisco Call manager and Unity systems, Guardian Edge Encryption Plus, and Encryption Anywhere products, Dell server administration and troubleshooting tools, Mcafee ePO, AV, AS, and Firewall. E-Trust AV, CSA, Pest Patrol, Office 2003/7 Windows XP, Vista, Server 2000/3 Symantec Ghost, and many Microsoft admin tools.

Maintain, administer, upgrade all Polycom and Cisco Voice and Video conferencing systems across California. Setup, schedule, and troubleshoot voice and video calls. Using VS4000’s VS-MP’s and Polycom MGC, and Cisco Meetingplace bridges. Interface with other departments to ensure successful meetings. Act as liaison between Blue Shield and Systems Integration vendors. Maintain all integrated systems (control panels, projectors, voice and video processors, microphones, etc) Provide end user training. Run usage reports and provide feedback to optimize utilization of systems. Use HEAT for ticket tracking, MeetingTime, MGC manager and Outlook for meeting support, configuration and scheduling.

Built and maintained client/in house Servers/domains. Brought in new product for testing Heavy troubleshooting of Windows Active Directory (2000 and 2003) Servers and Domains as well as creation troubleshooting and maintenance of Microsoft Sharepoint Portal servers, SQL 2000 servers, ISA 2000 servers and RIS 2003 servers. Created Ghost and RIS based server images for high volume server creation. Hardware varied greatly between HP DL series servers and unnamed custom servers. Resolved client calls/tickets. Ran backups, VXA Exabyte familiar, Veritas 9.0 and 9.1 familiar (Hardware and software installation). AD Creation/maintenance, Exchange 2003 User Creation/Deletion, User rights assignment.

Designed and implemented the California WAN with Voice/Data sharing and IP/ISDN video conferencing between all offices. Worked with a team to support the enterprise WAN, personally responsible for the nine western states. Creation and maintenance of NT40 and 2k Active Directory Domains and inter-domain trusts, server consolidation, domain migration. User creation/deletion, rights assignment, exchange mailbox/smtp address creation, local user setup/migration File, Print, DC, VPN, Application, Server creation/configuration, Video Conferencing (over IP and ISDN), Voice over frame support, New (beta) product testing and evaluation, Cisco 2600/3600 routers and PIX515 firewall programming/Config. Creation and maintenance of WLAN’s, Office/DataCore moves. Symantec Enterprise AV admin, Veritas Backup exec Admin. Dell, Compaq, HP, Penguin Server installation, configuration and support. HP switch config and support.