I am a project manager for multiple tools, both for internal use only as well as client facing portals.

This is a hybrid support and account management role. I provide first level and "face of the company" support for our clients. Most non-trivial issues are then handled by the engineers and developers located across the globe which I coordinate with to find a resolution and then communicate that back to the client.In addition to the technical support role I also serve as the in house IT tech, and recently completed an internet upgrade that caused no downtime. I have also been active in adding disaster recovery capabilities to our internal systems, streamlining our support system and providing technical expertise to our implementation team.Lately I have been tasked with developing processes for support and implementation, managing our ticket system, handling complex clients and organizing on-call and vacation schedules.

In this role I was responsible for managing the day to day operations of both a retail frozen yogurt store as well as a warehouse/factory facility that made gourmet popcorn. Other responsibilities included handling payroll, ensuring locations were properly stocked, and managing a staff of 6-14 people. I also handled permitting for festivals, oversaw construction projects, reported project statuses, took customer orders and requests for customized options. Additionally, I was the sole IT person and handled converting our website from being 3rd party managed to 1st party, resulting in an increase of sales over 400%, managing deployment to new employees, solving technical issues and creating processes and documentation and forms as needed. Lastly, as the operations manager I was expected to step in to any role at any time, and was trained in running all aspects of the frozen yogurt store, became able to cook all the popcorn products and to sell, setup and man catering setups.

Working with one other person, we managed all the support tickets for Alcon, its employees and subsidiaries as part of the “Tier 3” team. My specific purpose was to translate and transfer tickets from an older Remedy based system to a new Remedy 7 based system as part of a merger/takeover that was in progress. I worked with management to come up with the processes required for tickets to enter our divisions queue, be processed and then be transferred out, as well as how tickets originating from us would be transferred out, and then information filtered back to our system. I also assigned tickets that were put into Unknown status and helped design the support matrix used by our call center.

At ASG, I was responsible for all smartphones (iPhone, Android, WinMo, BlackBerry, etc) and any advanced troubleshooting. I lead a four person team focused on advanced devices as well as assisted and trained the 14 person Support Queue. As the sole technically-minded person, I was tasked with creating processes for handling these advanced devices. To achieve this goal, I created an in-house wiki to keep troubleshooting information easily accessible, suggested improvements in client relations, created and documented troubleshooting techniques, and successfully acquired in-house test devices to aid in assisting our callers. In addition, I assisted with the day to day duties of a support queue member, which included processing orders for new/upgraded phones, assisting in warranty exchanges and providing international voice and data support. I also created a VIP hotline that was given to our client’s C-Level Executives. This number would ring numerous people simultaneously, including myself, all the client managers and the support queue manager.

I am the elected webmaster of the Lone Star Jeep Club and serve to maintain and improve the web presence of the largest Jeep club in Texas, and one of the largest clubs in the country.

In this role, I work with a major healthcare provider installing a suite of software that enables one login for multiple applications. I travel 50% of the time, and handle my own expense card. Each hospital is mine from start to finish. I have the support of a PM above me, and I manage the local IS team (3-5 people). Each hospital is an 8 week project, and includes installing and setting up servers, developing software "bridges" for each software app to be used with the one logon software, as well as developing and managing a plan to install the client software on all computers in the hospital within one week (typically 250-1000 computers). In addition, I'm responsible for weekly status updates to my PM and colleagues, as well as weekly updates to the site. I also provide tech support following the launch of the hospital. Each project is done 50/50 on-site/remotely My team also serves as Level 3 support for our product, so regular tickets and support calls are handled as they arise.

Provide help desk support for an international law firm. Support items include Word, Excel (which I was the specialist on) and Outlook assistance, Remote Access (Citrix/nFuse) assistance, general phone and email-based support. Some specialized software includes LegalKey & CMSOpen (Accounting). Tickets are tracked in Remedy, using a custom app called OPAS. Support calls consisted of both phone guidance, and remote control via Proxy Master. Served as the unofficial “Apple Specialist” due to my extensive Apple background.