Recruitment, onboarding, employee engagement and talent development.

- Developed and evaluated current metrics to measure team effectiveness while leading a team of 8 employees that provided enterprise support solutions. - Drove processes towards self-service initiatives to reduce time to resolution through knowledge base articles, integration guides, and automation. - Enhanced the capabilities of the self-service portal by incorporating operational videos that exhibit and assist with core key deployments and troubleshooting techniques.

- Installation and Optimization of case management systems Atlassian Jira ServiceDesk, REMEDY, MS CRM, ServiceNow, Salesforce, and Netsuite- Planning, Managing, and Executing a yearly roadmap to continuously improve the Technical Operations team.- Incident Manager - Directs group conference bridges, coordinates resolution efforts, notifies customers and employees. Develops Post Incident reports including root cause analysis, and conducts Post Mortum activities. - Change Management - CAB approver for the organization. - Lead, Monitor, and Report on client-facing and internal SLAs. - Conduct employee performance feedback, performance reviews, and performance coaching.

Lead, develop and manage a expanding group of technicians and analysts in supporting a managed services cloud solution. Using various metrics and coaching methods: - client satisfaction was improved- training tools were improved- knowledge base was centralized- internal company communication increased and improved

- Led the development and implementation processes for the organization's IT systems and department.- Improved and implemented business continuity protocols to minimize disruption to business operations in the event of emergency situations or data loss.- Established efficiency standards and provided recommendations for improvement of IT infrastructure.- Analyzed IT infrastructure and systems performance to assess operating costs, productivity levels, upgrade requirements, service and customer satisfaction, and other metrics.- Oversaw security of systems, networks, and enterprise information.- Facilitated IT security audits or investigations.- Developed and maintained relationships with IT vendors and service providers.- Coordinated multisite IT systems via enterprise resource planning.

- Provide exceptional sales, technical, and customer support for more than 300 customers. Creatively respond and solve problems according to user needs. - Participated in multiple trade shows, customer demonstrations and sales training seminars to advance knowledge of new product offerings, upgrades, policies, and user accuracy. - Establish vendor contracts and maintain progressive line of communication with sellers. - Oversaw network infrastructure, that included 802.1x and 10/100/1000 Ethernet connections. Implemented email security policy for MS Exchange to eliminate Spam, spoofing and phishing attacks. - Supervised system configuration, product installation, integration, software migration, and testing. - Managed the software deployment of company’s software - Set up, configuration and maintenance of LAN/WAN operations - Performed troubleshooting to isolate and diagnose common problems. - Researched, resolved, and responded to inquiries based on standards implemented and all available information. - Used various terminal scripting to achieve functional release candidates based on prerequisites- In-depth knowledge of how to implement prerequisite packages (registering, updating and replacing system files)