Tom Lutzi, Jr. Email & Phone Number

Bethlehem, Pa

• Built a business from the ground up to an annual revenue of $500K, maintained consistent expansion even through economic downturn with annual growth of 40-200%, expanded from a home office to a 4K sq ft office building with an integrated service center, and sold the business for $210K. • Developed initial marketing and promotion strategy to build and expand a customer base, researched and managed targeting across residential and commercial markets, and created tailored advertising campaigns. • Established the pricing structure for 25+ services and conducted market and competitive analysis to ensure profitability and competitive rates. • Managed 60+ long-term vendor relationships and reduced pricing to 20-30% below retail rates through continual development. • Troubleshot 25-50 first level and escalated technical issue tickets per week. • Monitored and maintained systems via RMM and remote access tools, addressing issues with operating system updates, virus prevention, backups, and restores for clients with up to 50+ workstations. • Maintained a $10K inventory of parts and equipment for retail sale and use in services. • Managed four administrative and technical staff, coordinated schedules, led weekly meetings, managed HR functions, recruited and hired personnel, drafted an employee handbook, and set performance goals. • Conducted weekly and long-term workload forecasting according to annual trends, industry events, and existing clients.• Standardized service center and customer follow-up procedures, which reduced quality issues by 30%. • Trained five technicians in customer service, workflows, and repairs during the onboarding process.• Managed up to 20 concurrent clients on managed service plans valued at $99-$3.5K per month.