Managed IT Services for Small Businesses

-Led an effort to modernize and enhance the client onboarding experience.-Established requirements for a unified ServiceNow frontend for the CSM org and client portal and created several proof of concept dashboards.-Bridged gaps in communication and coordination between multiple organizations by acting as a liaison and automating several manual reporting and communication processes.-Developed, presented, and submitted a proposal to establish a support team to own all client issues to remediate significant ticket delays.-Worked directly with Product Management to produce and implement internal dashboards and automation to reduce FTE requirements for manual tasks.-Worked directly with Product Management to strategize, plan, and develop key initiatives and projects to improve client experience.

-Provide managed network, security, and operations services for thousands of customers.-Establish and grow customer relationships to promote success for both the customer and business.-Create, sell, and support services for all aspects of IT operations, security, and networking.-Plan and implement business growth strategies including budgeting, facilities, and transportation.-Provide day to day services to both managed clients and consultation appointments.-Regularly adapt business offerings to provide the best technology and solutions for clients.-Deploy and support multiple operating systems, hardware platforms, and networking solutions.-Deploy and administer multiple virtualization technologies.

-Provided customer technical support for hardware and software troubleshooting.-Provided technical advice for both home and business technologies to clients.-EasyTech Support Team Leader and employee trainer. Responsible for closing and opening shifts.-Focused on providing excellent customer service and ensuring each customer's needs were met.