Perform all System Engineering tasks along side the followingPerform as Pre-Sales, Discovery, PM, Architect, and Lead Engineer in varying roles within the company while delivering ongoing support to facilitate accurate communication and follow through on projects, issues, and expectations.Serve managed and unmanaged clients, as primary technical engineer by cooperating with other technicians and engineers to assess and resolve critical client issues on time.Have helped in 100’s of environments for projects and managed clients. Proactively assume leadership roles for the Management Team; managed daily technical staff meeting, client relation escalation, coordination and dispatch for onsite emergencies, ticket review and follow-up, operations.Dispatch technical environment assessment and strategic recommendations in support of maximizing value to customers.Ability to prioritize existing workload while being the Top Escalation TierEmbodied many roles successfully to grow the managed service department over the last 9 yearsIdentifying and creating key metrics for reporting and most commonly customizing actionable alerts. From IT administration to client billing.

Manage a multi-tenant and private cloud hosting infrastructure by acting as Architect and Lead Engineer. Record and organize detailed documentation including tickets, project charts, emails, and creation of SOP’s. Take the role of Lead Trainer for Team Members in multiple departments and for multiple skills (Developing SOPs) including Customer Care, Basic Support, Advanced Support, Escalation, Disaster and Recovery, NOC, Citrix XenApp and XenDesktop. Pursue and complete multiple certifications off-hours to fulfill company needs.Guide the customer lifecycle and regulate the ongoing health of the enterprise by performing technical administration tasks including installation and configuration of products, testing, and tactical management.Assist in the creation and maintenance of project and process related 'best practice' methodologies, training and documentation. Including but not limited to: Onboarding, Email Migration, Endpoint Management, Patching and On-going Maintenance (Windows, 3rd Party Apps).Deploying/implementation of new, upgrade, cleanup data center hardware and software. Rack, Cabling, Labeling, to end user acceptance.Conferred with the CTO to plan, implement, and upgrade infrastructures.Build lasting relationships with clients. Interact with client liaisons from various technical backgrounds and prioritize needs to expedite service.

Lab Manager responsible for the cleanliness and organization of the lab environment. As well as the ongoing training and documentation of processes.Phone support, any and all levels of issues. Understanding when things needed to be escalated.Onsite deployments for various needs. Hardware troubleshooting, new site, onboardings, end user training, network issues, general IT maintenance and cleanup of network/data closets.

Imaging: HP Device Manager (TC, ZC) MDTPhone support Tier 1Decommissioning legacy hardware

• Won regional “MVP” of sales for 2 of 6 quarters while managing a team of up to 8 employees.• Coached and mentored new hires for placement throughout the region. • Applied problem solving and conflict management abilities when interacting with clients by using product and contractual knowledge as well as leveraging appropriate resources as needed. • Boosted team performance through daily review of employee sales metrics and identifying and motivating team members accordingly.• Directed associates on proper service approaches and techniques to ensure service needs, complaints, and issues were successfully resolved within guidelines and standards.• Engaged directly to drive up sales and ensured continued store business.

• Enhanced sales at four different store locations over 2 years, effectively improving monthly gross profit to more than 50-100% year over year. • Guided new hires, managers, and associates in advanced sales techniques, product knowledge, and management duties. • Cultivated relationships with customers by offering high quality technical and contractual support.• Administered inventory, payroll, and scheduling• Reinforced company culture of high-level customer care to ensure exceptional customer service experience.• Tracked performance of each team member as well as delivered coaching in the moment.• Facilitated conflict resolution between staff/customers to achieve harmony and satisfaction.