As Service Desk Manager, I led the service desk team in providing excellent customer service and technical support to our 40 Managed Services clients, covering over 1,400 seats. The Service Desk Manager is responsible for ensuring that all service desk operations are performed efficiently, effectively, and in compliance with industry best practices. The primary goal of the position is to promote and ensure client satisfaction with the services delivered, as well as facilitate staff productivity, efficiency, and well-being for staff members in this department, also responsible for escalations.Essential Duties and Responsibilities: • Oversee and prioritize daily volume of tickets across all clients to ensure timely resolution of issues.• Provide coaching and mentoring of staff members to ensure excellent customer service.• Monitor service desk performance and develop strategies to improve efficiency and productivity.• Demonstrate a positive leadership style, with strong teamwork skills, leading by example.• Implement and maintain IT service management best practices.• Drive service issue investigations and resolution as required, following up on all negative CSAT surveys.• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.• Manage the RMM system to ensure consistency of patching and monitoring of devices.• Drive efficiency & growth by generating new and creative ideas & processes.• Document internal processes and procedures related to duties and responsibilities.• Coordinate with other IT teams to ensure high quality delivery of services to clients.• Meet monthly and quarterly goals based on metrics.• Serve as a key point of contact for all matters related to the Service Desk• Gallup/Clifton Strengths: Arranger, Ideation, Strategic, Relator, Empath

Responsible for building and configuring every new installation and upgrade released to the field.Configure Microsoft Servers with VideoKing Gaming software verifying gaming regulations and configurations are met per each location. Configure access points and proprietary Wi-Fi tablets to communicate and play bingo on secure wireless network. Provide second level support to Field Technicians during installations and upgrades. Participate in planning calls to discuss site specific requirements and equipment needed for installation and upgrades. Manage new and used inventory, utilizing used equipment when appropriate to reduce installation costs. Test application and system configuration to verify proper setup prior to shipping. Plan and set up multiple trade shows annually, directly interacting with current and potential customer base including C-level and Executive Management positions.Accomplishments:Hired for a newly created position. Created the processes and procedures used to consistently and efficiently release our products to the field.Reduced order to ship time by 50% speeding up turnaround time for installations.Reduced on-site installation time for Field Technicians saving costs and increasing availability for additional installations.Member of the Hardware team and Research and Development team.Asked to interview for Director of TSS when it became vacant

Primary Responsibilities: Provide day to day hardware and software support of a five Terabyte SaaS environment for a hosted document management solution. Support includes server monitoring, maintenance, updates and backups. SQL database creation, security, queries and data modification. Exchange administration and second level technical support of escalated issues. Accomplishments: Created a virtual test environment utilizing ESXi VMware and resolved issues prior to production upgrade. Reconfigured DoubleTake for data replication. Vital part of the team migrating physical production environment to virtual servers and implementing a secondary site. Documented and planned migration of five Terabyte data center from tape to disk to disk backups. Received CDIA+ certification if first two weeks of employment, required within 90 days.

Primary Responsibilities: Daily monitoring, maintenance and support of Windows Servers including NT/2000/2003, Small Business Servers and all MS client operating systems using Kaseya automation software and Acronis backup software. Configure, install and support all functions of Windows Server 2000/2003 and Small Business Servers, SQL Servers, Exchange 2000/2003, Windows XP and Vista Workstations. Manage Active Directory security for users, groups and shares. Provide direct support to end users, managers and business owners via second level phone support and on site troubleshooting. Documented issue resolution and new installations.Accomplishments: Reduced backlog of open tickets by 80% within first six weeks. Recovered client data after server hardware failure. Implemented Untangle servers as software firewall, web and Spam filter. Technical account management and direct contact for over fifteen customers.

Primary Responsibilities: Day to day operation of business with two full time and nine part time employees. Operation included all aspects of employee management. Business aspects included managing the budget, inventory control, purchasing, sales and marketing.Accomplishments: Ran a successful business in a tough economy. Increased sales from $180k to over $300k in our first full year. Hired and managed a strong team.In the two years that I owned this business I also worked off and on in the next two positions.

Primary Responsibilities: Diagnose, troubleshoot and resolve issues with servers, workstations, and applications including Office, Exchange and SQL utilizing NETIQ, LANDesk and other utilities. Monitor servers resources and performance, request and install hardware upgrades as needed. Repackage software with WISE and Install Shield for remote distribution across WAN. P2V migration of servers with ESX VMware. New user setups, creating shares and printers, managing user and group security, hardware and software installs and upgrades, service packs and patches. Work directly with business owners to plan, schedule and implement changes. Second Level Technical Support via ACD phone queue. Accomplishments: Promoted from Technical Support Rep to Applications Administrator within first eighteen months. Promoted to Systems Administrator a year later. Primary contact for several departments for software maintenance and support.

Responsibilities:Configure, install and support all functions of Windows NT 4.0 / 2000 Servers, SQL 6.5 and 7.0 Servers, Proxy Servers, Terminal Servers, and Windows 95 / 98 / NT Workstations. Manage Windows NT / 2000 server; for users, groups and shares for over 200 external companies. Administer SQL servers to include database backups, restores, maintenance and user rights. Coordinate with customers, vendors, and all levels of Management to ensure timely installs and resolution of issues with minimal downtime. Travel for server installs and to resolve escalated issues (approx. 40% travel). Accomplishments: Helped define standard installation procedures of NT servers. Performed a parallel NT install to recover a server with corrupt system files. Received MCP certification in the four Windows NT Core exams.