SUNTEC SOLAR AND ROOFING | CLEARWATER | 2015 - 2024 | CONTRACTIT Infrastructure and Support Manager Solar and Roofing specializes in eco-friendly energy solutions. Championed the IT support team, achieving a notable enhancement in response efficiency and customer satisfaction.• Team Leadership: Led the IT support team, orchestrating a strategic overhaul that catapulted response times by 30% and elevated customer satisfaction ratings. Engineered a dynamic team environment that… Show more SUNTEC SOLAR AND ROOFING | CLEARWATER | 2015 - 2024 | CONTRACTIT Infrastructure and Support Manager Solar and Roofing specializes in eco-friendly energy solutions. Championed the IT support team, achieving a notable enhancement in response efficiency and customer satisfaction.• Team Leadership: Led the IT support team, orchestrating a strategic overhaul that catapulted response times by 30% and elevated customer satisfaction ratings. Engineered a dynamic team environment that focused on rapid issue resolution, fostering a culture of excellence and customer-first approach, leading to a marked increase in client retention and loyalty.• System Implementation & Optimization: Successfully implemented a cutting-edge ticketing system, revolutionizing the efficiency of tracking and resolving IT issues; streamlined operations and maximized resource allocation and incident handling, leading to a significant reduction in turnaround times and an improvement in service quality benchmarks.• Employee Training & Error Reduction: Developed and executed comprehensive training programs on IT best practices, targeting skill enhancement and knowledge sharing; led to a 50% reduction in user errors, significantly optimizing operational efficiency, and fostering a knowledgeable workforce equipped to handle complex IT challenges seamlessly.Lead IT Support Technician | Computer Virus Center | January 2007 Jan 2013As a Lead IT Support Technician, I spearheaded initiatives that expanded our client base through strategic engagement and demonstrated technical expertise.• Engineered custom PC configurations that resulted in high customer satisfaction and contributed to the company's reputation for quality.• Directed customer-focused sales and marketing efforts, achieving a 50% increase in the client base and enhancing the company's market presence.• Created and implemented a top-selling custom PC configuration that became a hallmark of our technical prowess and customer service. Show less

Designing and deploying enterprise-level hardware and software systems that support the organization’s operations.Monitoring and maintaining IT infrastructure systems to ensure they remain operational and secure.Developing disaster recovery plans and procedures in conjunction with other IT professionals.Troubleshooting and resolving technical problems as they arise.Staying updated of technological advancements and emerging trends in hardware, software, and systems management to… Show more Designing and deploying enterprise-level hardware and software systems that support the organization’s operations.Monitoring and maintaining IT infrastructure systems to ensure they remain operational and secure.Developing disaster recovery plans and procedures in conjunction with other IT professionals.Troubleshooting and resolving technical problems as they arise.Staying updated of technological advancements and emerging trends in hardware, software, and systems management to inform decision-making about IT infrastructure. Show less

NACSUPPORT Technician - Supported and maintained INAC servers that processed credit card transactions for terminals.

Customer Service and IT Support Manager | QVC - Computer Centers USA | December 2012 – March 2015During my leadership at QVC, I was instrumental in elevating IT support standards and customer satisfaction through strategic management and hands-on technical expertise.• Delivered exceptional technical support and training to a diverse clientele, ensuring high service standards and user competency.• Maintained adherence to service ticket SLAs and improved the documentation process for… Show more Customer Service and IT Support Manager | QVC - Computer Centers USA | December 2012 – March 2015During my leadership at QVC, I was instrumental in elevating IT support standards and customer satisfaction through strategic management and hands-on technical expertise.• Delivered exceptional technical support and training to a diverse clientele, ensuring high service standards and user competency.• Maintained adherence to service ticket SLAs and improved the documentation process for customer service interactions.• Managed a team of 100+ IT support staff, emphasizing superior customer service and swift technical resolution as core objectives.• Initiated a customer feedback system that directly contributed to significant enhancements in IT support services and procedures. Show less

Lead IT Support Technician | Computer Virus Center | January 2007 – March 2012As a Lead IT Support Technician, I spearheaded initiatives that expanded our client base through strategic engagement and demonstrated technical expertise.• Engineered custom PC configurations that resulted in high customer satisfaction and contributed to the company's reputation for quality.• Directed customer-focused sales and marketing efforts, achieving a 50% increase in the client base and enhancing… Show more Lead IT Support Technician | Computer Virus Center | January 2007 – March 2012As a Lead IT Support Technician, I spearheaded initiatives that expanded our client base through strategic engagement and demonstrated technical expertise.• Engineered custom PC configurations that resulted in high customer satisfaction and contributed to the company's reputation for quality.• Directed customer-focused sales and marketing efforts, achieving a 50% increase in the client base and enhancing the company's market presence.• Created and implemented a top-selling custom PC configuration that became a hallmark of our technical prowess and customer service. Show less

IT Support Technician | Hivelocity | December 2004 – January 2009My early career at Hivelocity was marked by significant contributions to server assembly and technical support, setting the stage for future advancements in system deployment and support methodologies.• Assembled and deployed over 5000 servers, prioritizing stringent operating system specifications and client requirements.• Collaborated on a team project that successfully enhanced the efficiency of server setups by… Show more IT Support Technician | Hivelocity | December 2004 – January 2009My early career at Hivelocity was marked by significant contributions to server assembly and technical support, setting the stage for future advancements in system deployment and support methodologies.• Assembled and deployed over 5000 servers, prioritizing stringent operating system specifications and client requirements.• Collaborated on a team project that successfully enhanced the efficiency of server setups by 20%, demonstrating a strong aptitude for teamwork and process improvement. Show less

When companies merged we would go in and change the computer systems and convert them to the company's computer management software and servers would be changed out. I was lucky enough to get to travel and see places from Miami Florida through Georgia eventually ending this end of the project in North Carolina.