Lead, manage and hold accountable the IT Department to ensure the development and implementation of cost-effective systems and efficient computer operations to meet ATKG’s current and future business needs, including functionality, availability, integrity, and confidentiality.

Responsible for infrastructure planning, service delivery, vendor management, and fiscal budgeting of IT services.Ensuring "rock-star" IT services for an amazing team of "rock-star" Certified Public Accountants.Accomplishments in role:• Workstation Image Creation• Windows 10 Workstation Migration• Office 365 Migration Plan• Office Relocation Project Management• IT Infrastructure Redesign• Policy Review and Updates• CRM Selection Project• ISP Transitions• Security Policy and User Awareness

This manager role has ownership over the service levels of all Infrastructure technicians that have regular direct contact with Argo’s users. His team consists of deskside and executive support technicians distributed in offices throughout the US, Brazil, India, Bermuda, and several European and Middle-Eastern nations.Accomplishments in role:• Managed transition of level 1 and level 2 technical support to off-shore technicians• Honed SLA’s to ITIL standards and developed additional business specific SLA’s for Argo’s off-shore partner• Identified KPI’s and developed reports for marking success• Developed, documented, and published outage and crisis management procedures• Implemented quality control procedures and reporting for all infrastructure, application support, and business process engineering tickets• Assisted in construction of thorough corporate onboarding process incorporating user ID creation, equipment acquisition, and security approval requests

The Deskside Services Supervisor is responsible for the service levels of all deskside technicians within the Central Time zone to the Atlantic Time zone.The supervisor is also expected to step in as project manager for medium to large scale Deskside projects such as office relocations, business acquisitions, computer refreshes, printer lease negotiation, and development of image standards.Accomplishments in role:• Managed negotiations for US-wide print service and supply contract• Constructed ticket monitoring reports and SLA breach notifications per queue• Managed multiple site relocations• Awarded employee of the month for environmental disaster recovery management ownership

The Senior Deskside Technician owns the delivery of IT support through solid technical skills and outstanding customer service and has regularly exceeded the expectations of a non-senior technician.Accomplishments in role:• Contributed leadership in technical resolution and customer service for team• Assisted in migration to new AD domaino Scripted and confirmed name change and change of domain of 1500 workstations over a one week period• Solely provided support for an office of 120 employees• Arranged equipment removal and recycle of old unused items• Brought new standards for workstation setup and cable management

Accomplishments in role:• Managed all research for development of custom 3D scanner.• Administered and managed SQL 2000 and SQL 2005 Servers.• Administrated MS Exchange Server.• Developed Database Maintenance Plans to provide optimal database performance and disaster recovery.• Managed all software testing on 16 month software development project.• Managed and implemented website upgrade.