• Build and maintain relationships with clients and key personnel within customer organizations.• Conduct Quarterly Business Reviews to identify opportunities and ensure clients are satisfied with their products and services.• Educate customers about additional products or services that are available to them.• Monitor company performance against SLA's.• Resolve / Troubleshoot Tier 3 technical issues as needed.• Lead the Technical Support Team (all tiers 1-3). • Responsible for driving adoption and successful outcomes to projects by acting as a liaison between our clients and internal teams.• Identify new business opportunities through developing new client relationships.• Establish vendor relationships.• Negotiate with vendors to ensure we can offer the best products at the best price point to our customers.• Resolve complex technical issues or provide direction toward a resolution to the support team.• Handle escalated issues and irate customers. Controlling the situation while ensuring the customer receives their deliverables.• Attend and conduct customer meetings with C level employees to present our offerings portfolio.• Test and evaluate networks to eliminate issues and make improvements.• Planned, configured, and maintain backup and disaster recovery servers.• Created disaster recovery processes and documentation.

● Involved in the planning of the IT infrastructure design of a new call center.● Responsible for maintaining an on-site Data Center.● Installed, Configured, and maintain the network using Cisco gear.● Created Point to point VPN tunnels.● Test and evaluate network to eliminate issues and make improvements.● Installed, configured, and maintain EMC SAN.● Installed, configured, and maintain VMware 5.x Environment.● Planned, configured, and maintain backup and disaster recovery servers.● Created disaster recovery plan.● Performed physical to virtual migrations of mission critical servers.● Responsible for the day to day maintenance and support for Shoretel IP PBX system.● Maintain, configure, and support Shoretel Contact Center Servers.● Tasked to ensure that access to voicemail and ACD systems is stable and uninterrupted.● Negotiated contracts to save the company money while increasing our services and abilities.● Created Archiving and file retention policies.● Recommend upgrades, patches, and new applications and equipment.● Responsible for storage operations and procedures.● Built relationships with 3rd party vendors that help our company in the pursuit of its goals.● Responsible for software and asset management.● Evaluate and propose recommendations on IT solutions that increased company revenue and presence.

•Designed networks using Microsoft solutions as the main backbone.•Active Directory administration• Provide IT Proactive and Project oriented on-site network support.•Deployed, configured, maintained, and troubleshot Microsoft Windows Servers (2000, 2003, 2008). •Deployed, configured, maintained, and troubleshot Windows Desktop Operating Systems (XP, Vista, & 7)•Configured POP3, SMTP, and IMAP mail servers.•Performed network analysis and reports.•Sucessfully migrated clients from legacy hardware and software applications to more efficient solutions.•Implemented backup and disaster recovery solutions to provided continuous data protection.•Installed and configured network routers and switches (Cisco, HP, Dell, Etc.)•Configured servers to allow remote access (VPN, RDP, Remote Web Workplace, OWA, etc.)•Installed hardware and software firewalls for network security.•Provided help desk support both on-site and remote.•Installed, configured, troubleshot, and maintained Microsoft Exchange servers (2003, 2007, 2010).•Installed and configured Microsoft Office (All Versions).•Worked with business owners and /or department mangers to create security, usage, and access policies.•Used group policy technology to control network environments.•Installed, programmed, and troubleshot PBX (Samsung, Nortell) and VOIP phone solutions•Setup remote offices and configured resource sharing back to main office.•Provided training and created best practices documentation.•Installed and maintained SQL server (2005)•Installed and configured Microsoft IIs Servers for internal and external access.•Installed and configured Anti-Spam and junk mail solutions.•Configured handheld devices (Iphone / Ipad, Blackberry,) for file and email access.•Install, configure, and maintain VMWare environments with added support for physical to virtual implementations based on customer consolidation needs.•Ran and terminated Cat5, Cat6, and Cat3 cable.

Responsible for internal company network and telecommunications solution. Provided help desk support to end users for Microsoft products and other third party software. I was also in charge of performing inventory of company IT assets, while ensuring that they were all kept up to date. Gained experience working with the Samsung and Nortell Norstar PBX phone systems.