As the Director of Services at CIT I am responsible for leading our Service Delivery and Service Desk team in support of our customers onsite and remote support needs. We strive to provide a unified customer experience of working with a single team for end to end service from on site install and setup of new technology solutions to remote support for existing technologies.

Responsible for setting direction (vision) for MS Team, selection of tools used to support customers. Work with the MS Team Manger to ensure the vision for the team is implemented. Participate in the MS Team leadership meetings to address issues, set to-dos and rocks for the team. Participate in quarterly managed service review meetings with customers and account managers to discuss service and to provide recommendations to improve customer environments. Take feedback from these meetings and make it actionable for the team to improve service levels and correct issues. Continue to provide mentoring to team members. Provide support to customers as an escalation resource when needed.

Responsible for the day to day operations of the Managed Services Team including supervising the Escalation Engineers and the team leaders of our level 1 and 2 engineers. Set policies and procedures for supporting our customers. Worked with Account managers to resolve customer complaints and ensure high levels of satisfaction. Worked on Escalation tickets as needed and run our leadership team meetings and the weekly full team meetings. During this time I also managed the CIT Network environment and user accounts as our internal Network Admin.

Responsible for supervising the Managed Services Engineers and ensuring customer issues are addressed and resolved in a timely manner. Participated in the implementation of RMM and Support tools and maintaining the tools through regular updates and maintenance. Helped to define goals for the managed service engineers and performed year end evaluations of the team. Provided mentoring to team members through direction and one on one training.

Onsite service and support for customer networks and users including:Novell Servers, Windows servers, Windows desktop, Microsoft Office, various other applications. Physical hardware installation and configuration for Servers, network gear and workstations.

As a member of the telecommunications and network engineering team I assisted our business departments with establishing connections to outside services and partners. This required understanding the size and frequency of data transfers, determining circuit size requirements and then working with our IT Partner to order and turn up these services. I also participated in the planning of the building network for the new headquarters building that was in the planning stages during this time.

Provided remote support to users talking them through troubleshooting and resolution of issues. During the summer we visited offices to upgrade their servers and workstations and networks in preparation for the next tax season.

Responsible installation and maintenance of Novell network server, cabling, and clients. Provided user training for computer software and network use.