Provide technical project structuring, budgeting, deadlines, & client facing service management. Drive customer success through streamlined processes, training, innovative resource allocation, & improved internal logistics with an emphasis on efficiency as well as customer success.

http://www.midamlogistics.com/

It's time to move forward, do something that actually helps people and provides results above just dollars. we're here to help.Helping St. Louis Non-Profits navigate their MSP contracts to prevent wasted dollars for unnecessary hardware & services that only line the pockets of various Managed Services Providers.

Work with the Account Management team to provide clients with a proactive, budgeted, consultant based approach to their IT goals & challenges.Develop & implement onsite inspections & environment reviews for existing clients.Develop strategic vendor partnerships to onboard new solutions & services to address various client requests.Source new products & solutions for various client environments.Develop End Point reporting for the Account Management team with the goal of providing clients with a proactive & managed approach to their environmental life cycling & fiscal IT budgeting.Provide mid to high level technical process training to the Service Desk staff.Implement new IT Partnerships specific to email & web security.Provide on-site security presentations for multiple clients.Develop product & service quotes for customers utilizing the Salesforce CRM platform.Develop client facing, professional service scopes for contracts, quotes, & renewals without guidance or management involvement.Solely revamp the quoting, documentation, & consulting process for the company.

Assist in the development of a POD Service model.Work directly with clients & technicians to schedule remote or onsite work.Act as a single point of contact for clients, technicians, & account managers for all service related incidents.Provide monthly service metrics & SLA reports to account management for presentation to required customers.Act as a mentor & point of escalation for service desk technicians.

Provide 1st line of customer support for a wide range of client environments & issues.Assist with onsite projects including Exchange, Office 365, Office Moves, & ISP cutovers.Provide guidance & training to Service Desk technicians.Advise on current documentation & project implementation processes.

Responsible for the overall execution & delivery of quality service to all customers. Develop technical training, vendor management protocols, & customer facing communication processes. Review, correct, & provide guidance for all technical, non-technical staff members. Directly handle customer service issues, questions, or concerns, both internally & externally.Work with Project Coordinator to effectively assign & schedule appropriate resources for on the fly assignments.Consistently drive company metrics around billable goals & all technical employee utilization with positive results.Oversee all outstanding & aged customer support requests for timely resolution.Develop high end service level metrics for top tier clients to ensure timely & accurate service delivery.Work directly with Technical Account Managers & Client Account Managers to address customer technology needs or questions. Provide internal IT support for business critical accounting & procurement systems.

Design, implement, & train a help desk from the ground up.Interview for new technical personnel & develop training procedures.Develop technical operational procedures, Interview, hire, & train all Service Desk / Field Technicians. Provide reporting on utilization, ticket times, & service delivery directly to the CEO/President. Assist in the training & implementation of an IT Director Position. Create & enforce ticket metrics based on contract & SLA agreements specific to each customer.

Provide Remote & on-site support for a wide variety of client environments. Provide Support for the following Microsoft products: Server 2003, 2008, 2008 R2, 2012 R2, Exchange 2010, Essentials 2012, SBS 2003-2008, XP, Vista, Windows 7, Windows 8, Windows 8.1, Office 2000-2019, Sharepoint, Lync for Business, Office 365, Security Essentials, & Active SyncWork with all manner of software, hardware, & web vendors for upgrades, implementation, & issue resolution.Develop internal training manuals for backup review, documentation, & remediation.Develop & train time entry & ticketing procedures utilizing the Autotask ticketing CRM solution.Assist with the development & training of the Technical Account Manager role.Provide 100% of all IT services, solutions, as well as consult for long term technology objectives.Maintain a 92% to 98% utilization per fiscal year.Provide 24/7 On Call support with an average of 1 week per month.Assist in the design, development, & implementation of a managed services platform with full end point management.