Vice President
Current- Manager for a team of 5 Technicians, with varying levels of competencies- Responsible for the hiring, training, discipline, and termination of technical staff- Responsible for directing and delegating help desk and project tasks based on staff skill level and proficiencies- Developed and implemented in-house best practices and guidelines- Coach and direct technicians on the best solution for difficult tickets- Ensure that customer satisfaction is always maintained- Acknowledge customer grievances and work with customers in order to find an acceptable solution- Communicate maintenance windows and scheduled IT outages- Manage customer hardware and software inventory- Perform migration of critical systems, such as Exchange or Active Directory- Design, plan and deploy new network implementations- Perform infrastructure and security audits for existing and new customers- Maintain customer software portfolio in order to ensure compliance- Review customer networks and develop proposals to improve performance and serviceability- Assist the sales department by making technical recommendations based on findings- Provide Level III technical support to a portfolio of over 60 customers- Provide after-hours technical support to subscribed customers as required
