PRIMARY DUTIES AND RESPONSIBILITIES1. Manage a team of 10 + IT Engineers & maintain their daily calendars A) Manage workload distribution ensuring that engineers were assigned the appropriate complexity, volume, and project tasks between level I, II, and III. B) Preform ongoing and scheduled performance reviews and goals for all engineers, C) Ensured the MSP team had appropriate skills and volume per engineer, D) Create yearly goals, certification planning, and recurring training sessions.2. Project Management A) Provide high-level project management for customers ensuring that due dates, milestones, logged hours, and the project budgets were on track or re-forecasted as needed. B) Created the Lifecycle of Project documentation. This was used to ensure that project standards and expectations were formally outlined and adhered to. C) Responsible for time and resource management for projects ,3. Helpdesk Administrator A) Responsible for dispatching new tickets based on dynamic variables. B) Responsible for managing customer accounts including available vs used hours along with dictating tickets that should be suspended until the next billing cycle. Client onboarding and offboarding as needed. C) Responsible for creating and managing workflows and templates to reduce administrative overhead. D) Created and managed Merit’s Knowledge Base for internal engineer use. E) Implemented, promoted, and improved metrics related to the SLA agreement. 5. Reporting A) Provided canned and ad-hoc reporting from BMS customized for customers, engineers, and executives related to ticket and projects, B) Requested and assisted the software team with creating internal and customer-facing dashboards for ticket and project reporting, C) Improved customer survey responses using creative strategies,

As Field Services IT Manger I directed the daily activities of a site based and remote based team of Technology Support Specialists that provide technical support to end users and students on a variety of technical issues. Oversaw and assisted with various new and renewed project initiatives related to campuses, corporate locations, and emerging brands. This was a “hands-on” manager position. I estimate it was 60% help desk support to 40% management. PRIMARY DUTIES AND RESPONSIBILITIES:1. Field Service Roles:A) Performed ordering, set-up, installation, and ongoing remote and onsite support for end user computers applications, printers, copiers, Office365 email, VoIP phones, and network management (switches, firewalls, and routers).B) Received and responded to incoming calls, chats, emails, and tickets from IT Help Desk applications regarding user issues within the scope of responsibilities. Generated reports and metrics from the Help Desk reporting outputs while managing time efficiently to ensure SLA’s are met for the overall queue and direct reports.C) Provided administrator level support of Group Policy and Active Directory. Provided 1st level support for ECA’s Networking, Server, Security, and Telecom teams. This includes supporting onsite Sonicwall, Cisco, Meraki, and Iron Foundry networking products, ShoreTel servers and devices, Dell and HP Servers. C) Worked with vendors and 3rd party support resources as needed to troubleshoot and resolve issues with various technologies.2. Direct Reports:A) Recruited, staffed, and provide on-going training for technology support specialists. Ensured that company policies and expectations was meet for each direct report. Set goals and completed yearly evaluations.3. Project Management (Recently Completed Projects)

Provided day to day ground level support for the Knoxville campus. Resolved all service request within the expected SLA times. Provided support to the regional I.T. director. Meet weekly with campus leadership to provide IT updates and receive feedback related to IT health. PRIMARY DUTIES AND RESPONSIBILITIES:a. Provided end user support and training providing break/fix troubleshooting of desktops, laptops, projectors, phones, and software.b. Designed and maintained the IT Continuity Planc. Implemented corporate provided standards for technology and operations

Primary roles included hardware and software troubleshooting for home healthcare facilities across Tennessee. Developed the “Quick Turnaround” process to reduce the MTTR from 5 business days to an average of 2 business days. Provided weekly updates to the IT Manager that were designed to not only track performance but to provide point training on new and existing technologies. Inventoried and tracked all hardware and software licensing until successfully implementing Landesk for asset tracking and monitoring. Created the organizations disaster recovery planning using NAS devices including establishing a vendor support relationship for the devices.REPORTED TO: IT Manager

I supported dental clients at 125+ locations in Virginia, Tennessee, and northern Georgia. Typical installations included networking cabling, Dell desktop installations, low voltage hardware installations, dental equipment networking and installations, tier 1 Dentrix and Eaglesoft support, implementing and storing various forms of backups, and directing workflow among technicians. Provided ongoing break/fix support once installations or upgrades were complete. Support was offered onsite and remotely using Kaseya. REPORT TO: Company President