• Administered company’s Allworx, Autotask, MAX Backup, Office 365, SharePoint, and N-Central systems• Manage servers, security solutions, remote management solutions, disaster recovery solutions, and internal telephony• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all eFrame and client IT systems, including servers, PCs, operating systems, software applications, and peripherals• Provide expertise and support during systems upgrades, installations, conversions, and maintenance• Supervise other managers and staff, including hiring, training, guidance, and discipline• Work with managers and staff to develop strategies and plans to enhance client services, improve staff effectiveness, efficiency, and innovation• Communicate regularly and provide reporting for executive management and clients• Develop standard operating procedures and best practices• Oversee provision of end-user services, including service desk and technical support services• Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements• Manage hardware and software vendor relationships

• Administered company’s Autotask, Office 365, SharePoint, and N-Central systems• Oversee all requests, incidents, and problems• Manage and coordinate urgent and complicated support issues• Develop escalation processes to ensure free flowing escalations within the organization• Determine root cause of issues and communicate appropriately to upper management and clients• Supervise staff, including hiring, training, guidance, and discipline• Train, coach, and mentor Service Desk Analysts (Tier 1/2)• Build/obtain training material for support staff• Develop and provide SLA and KPI reporting to upper management and clients• Monitor and manage phone queue (participating in escalated calls as needed)• Oversee knowledgebase and ensure top quality solutions are available to the staff• Manage process for communicating outage/emergency activities to the organization and clients• Manage vendor relationships• Review survey feedback to improve services, tools, and support experience

• Administer organization’s SharePoint, MS Dynamics CRM, and RSA SecurID systems• Windows server administration and support• Review and approve detailed technical solutions and specifications for application, network, telephony, and hardware requests, incidents, problems, and changes.• Solicit, review, and recommend process and tool revisions and creation, based on organization needs and best practices• Manage production and other revenue impacting incidents for the organization• Investigate root cause of problems and work with necessary teams to ensure the problems do not re-occur• Configure and maintain multiple technical platforms • Ensure platforms are operating correctly at all times without over-utilizing resources• Ensure policies and procedures are followed by all teams within the organization• Coordinate departmental and interdepartmental projects • Respond to pages when on-call

• Oversee International team employed to provide tier 1 and tier 2 remote technical support for West owned and licensed software, internet connectivity, telephony, and client-owned software issues• Oversee staff compliance with documented standards and processes• Monitor team Service Level Objectives and reporting/documentation requirements• Train and mentor employees regarding processes, technology, and career path• Solicit, review, and recommend process and tool revisions and creation, based on organization needs and best practices• Ensure proper communication to all levels of the organization• Interview and hire for open staff positions• Create and maintain executive reports• Coordinate departmental and interdepartmental projects • Interview and hire for open staff positions • Create and maintain executive reports • Create and maintain knowledgebase articles • Administer organization’s SharePoint and MS Dynamics CRM

• Supervise other managers and staff, including hiring, training, guidance, and discipline• Oversee staff compliance with documented standards and processes• Monitor team Service Level Objectives and reporting/documentation requirements• Train and mentor employees regarding processes, technology, and career path• Review and approve detailed technical solutions and specifications for application, database, network, telephony, and hardware incidents, problems, and changes.• Develop and provide SLA and KPI reporting to upper management• Ensure proper communication to all levels of the enterprise• Interview and hire for open staff positions• Create and maintain executive reports

• Provide remote technical support for PCs, networks, printers, and POS devices to United States Postal Service• Provide technical and process assistance to Tier 1 Support Desk staff• Create and maintain training material as well as provide training for Tier 1 Support Desk staff

• Provide remote technical support for PCs, networks, printers, and PDAs to Baxter Healthcare, ON Semiconductor, and United States Gypsum.

• Provide remote technical support for PCs, networks, printers, and PDAs to Syngenta and Food & Drug Administration.

• Perform scheduled backups of sensitive business data• Perform hardware and software maintenance for small business network and all attached devices