I have excelled in the service provider industry for over twenty years with a specialization in information technology, direct client intermediation, and sales support for the last fifteen. I excelled at management of a multi-site enterprise level help desk support call center with a client base over 1,500 end users. My depth of experience includes working from the base of building server rooms and cabling to managing a virtual server farm of over thirty servers. I have been instrumental in numerous projects containing major infrastructure changes such as IP telephony, large-scale software upgrades and implementation, technology refreshes, and hardware upgrades based on best practices for client needs. My continued drive and professional work quality has allowed me to progress from a Desktop Technician position into a sound leader within the professional services areas specializing in quality assurance and support delivery along with advanced diagnosis of process improvement. I thrive at adapting to new and changing environments and have the drive to constantly embrace the education needed of new technologies and processes to improve service delivery for clients. I possess the proven ability to enhance business profitability through achievement of optimal results in minimal time.Specialties: Advanced Desktop Issue Remediation, Help Desk Ticketing Processes, Documentation, IT Management, Call Center Management, Operating Support, Server Administration, Cisco Call Manager, Client Infrastructure Adviser, Project Management, Quality Assurance, Sales Engineer, Process Improvement, and Infrastructure Advisor.