* Manage a team of six Account Managers who over see customers for the US & Canada* Manage engagement for enterprise customer accounts* Manage priority issues for post deployment projects, feature requests, incidents, and questions* Promote regional alignment around customer engagement, project management, and enhancement strategies with LATAM and EMEA offices

*Build a relationship with a portfolio of 8-10 customers; know and understand the customer's business to better identify solutions from the Vista software suite.*Set realistic expectations for objectives, requests, projects, product enhancements, and incidents*Manage customer project process: gather requirements, determine scope, provide effort quotes, draft project charters, coordinate with the projects team to execute the project to a successful completion with a smooth journey throughout and a great outcome.

Provide end user application support for the Vista software suite.

*Identifies training needs through routine surveys and field visits to increase staff knowledge and utilization of all system applications.*Delivers training to field staff on all system applications and support tools, creating an effortless experience for end users.*Performs Help Desk functions and training on systems and network.*Creates innovative and uniquely-LivHOME customer experiences, driving customer satisfaction through understanding customer needs, providing responsive service to customer issues and building strong relationships.*Liaison between Operations/End Users and high-level tech support.*Methodically collect and provide feedback from field and customers to the IT Department to improve overall service performance.*Assist IT Manager with: inventory, equipment purchases, managing accounts and vendors, and develop policies, procedures, and training materials.*Collaborate with IT Manager to establish and enhance delivery processes for existing and new technology solutions to increase user efficiency and scalability.

*Provide Tier I hardware, software, and network support to users in person and remotely*Manage phone calls and emails through the Track-It! system and escalate tickets as needed*Configure, manage permissions, and disable accounts in Active Directory & Soneto ERP System*Configure & deploy new tablets, PCs, and Android or Samsung mobile devices*Start VM instances in AWS for projects and migrations*KTS ShoreTel VoIP Administrator*Zoom, Go To Meeting, and Citrix support*Act as a liaison between users and our programmer to adjust and update in house systems*Provide technical support through MobiControl to the LH Connect project

*Quantum System Administrator – Involved in the pre-planning, internal process overhaul, database configuration, and migration to the new ERP system. *Quantum System End User Trainer - Created instruction manuals, standardization documents, and trained 30+ users.*Provided Quantum Support for Burbank, Van Nuys, and EDN locations*Symantec Backup Exec and Endpoint Protection*KTS ShoreTel VoIP Administrator*Software Management – Purchase software licenses and install access on remote or assigned hardware*Hardware Deployment – Order, configure, asset tag, and deploy user equipment*Server Room Maintenance - cable management, racking servers, fireproof storage

* Book travel and hotel accommodations* Schedule B2B meetings, customer pitches, client/vendor events* Register trade show booths, exhibitor badges, and participate in booth build & strike *Assisting in the Product Line Card development*Social Media Marketing*Internal Newsletter

*Assisted in the migration of all user profiles & servers from Triumph to the Velocity domain*Provide Level 1 hardware, software, and network troubleshooting *Order, configure, maintain, & asset tag all computers, handheld devices, printers, and monitors*In April 2013 Triumph Instruments was acquired by Velocity Aerospace - Assisted in the creation of a new company IT policy

*Triumph Instruments Burbank was acquired by Velocity Aerospace in April 2013*Documented all procedures, user profiles, and requests for corporate audit purposes*Order, configure, maintain, & asset tag all computers, handheld devices, printers, and monitors*Submit any local improvement requests to corporate and subsequent vendors*Assisted in the development, recruitment, and execution of the Triumph Group Wings Program, a charitable outreach program, at the Triumph Instruments – Burbank location