Support ITD system modernization efforts, enhance change management processes and end-user support services. Manages large complex projects from conception through completion following industry recognized project management methodology.

Manage the activities, workflow, and responsibilities of a remote team of Systems Engineers across the state of Georgia. Maintain client relationships while also providing high-level technical assistance to the team and ensure that client support services are provided in a timely and customer-focused manner. Perform training on policies and procedures for all support staff. Maintain a working knowledge and strive to improve all internal Helpdesk and support procedures.

Deliver senior-level support to clients by conducting in-depth analysis of client's business objectives then researching, evaluating, designing and implementing appropriate solutions. Work with a team to continuously monitor and manage 1000+ computers and servers spread across multiple customers and geographic regions. Develop and deploy migration plans for customers wanting to move to Microsoft Office 365 hosted services, including Exchange, Sharepoint, and Lync. Deploy and maintain VOIP solutions using Asterisk based servers. Provide senior-level support and maintenance services to customers including onsite, telephone, and remote desktop customer service.

Performed installation, maintenance, and problem diagnosis of all computer and telephone equipment, hardware, software, and workstations within the Atlanta Office.* Improved productivity of employees working in multiple locations by pioneering and testing a separate network segment which allowed employees from other offices access to the corporate network from all locations utilizing the existing Atlanta office infrastructure equipment. This was later implemented in all offices company-wide.* Ensured a seamless relocation for the Atlanta office employees by coordinating many different tasks during 3 office moves to other buildings. Analyzed the available space and the needs of the Corporate Services and Association Risk Management Services departments and designed the work areas accordingly.* Increased by 25% the number of printed policies meeting company standard turnaround times to 92% by developing new print and delivery procedures for the Atlanta Office Print Center.

Performed various mailroom tasks such as sorting incoming mail, print and mail Certificates of Insurance, print and deliver policies to the Policy Processing Department, insure internal tracking system of paper files was kept updated.Decreased average policy print time by 33% by learning to operate and maintain new print equipment. This decreased the number of service calls placed on minor repairs.