• Builds, maintains, and updates automation to improve business processes and service delivery for support team.• Develops and executes the company's technology strategy alongside executive leadership.• Evaluates existing systems and tools used while collaborating with vendor partners to strengthen relationships.• Maintains company managed data centers and provides related support to internal business units in areas such as internal system analysis, network analysis, and data recovery.• Serves as a subject matter expert for internal tools and systems and provides support in reviewing the company’s technical vision and roadmap as well as its overall product offering.

• Collaborated with business units to develop best practices regarding workflows, project execution, and configuration of internal tools as well as documented related processes and procedures.• Coordinated and lead the design, evaluation, implementation, testing, and support for multiple platforms and tools in a manner that optimized day-to-day business operations.• Ensured company-wide processes and systems conform to established industry standards (e.g., security, systems management) and reference models.• Maintained company managed data centers and provided related support to internal business units in areas such as internal system analysis, network analysis, and data recovery.• Served as a subject matter expert for internal tools and systems and provided support in reviewing the company’s technical vision and roadmap as well as its overall product offering.

• Assessed organizational infrastructure and communicated recommendations for present and desired future state.• Consulted with internal business units to configure platforms and prepare systems for integration and scalability.• Designed, developed, and documented enterprise standards and procedures.• Drove and executed the build, configuration, and development of systems and solutions to meet business objectives and streamline integration practices.• Worked cross-functionally with regional technical resources to analyze and innovate on existing systems.

• Executed acquisition integrations, combining PSA and RMM data and migrating staff to new tools without downtime.• Performed deep-dive analysis on acquisition infrastructure to create documentation and migration roadmaps.• Provided consultation to executive and regional leadership on best practices relating to integrated systems and infrastructure scalability.• Consulted with internal business units to configure platforms and prepare for system incorporation.• Worked cross-functionally with regional technical resources to analyze and innovate on existing systems.

• Administration of RMM toolset, responsible for maintenance and improvements to platform and associated systems.• Automation implementer, responsible for the creation and deployment of scripts and tools to support the management of client computers and networks.• Documentation evangelist, responsible for generation of initial client documentation during onboarding, creation of documentation best practices, and performing reviews of project documentation.• Organizational process management, creation of policies and standard operating procedures, and mentoring.• Tier 2 escalation point, assisting other engineers on an as-needed basis.

• Administration of RMM toolset, responsible for maintenance and improvements to platform and associated systems.• Automation implementer, responsible for the creation and deployment of scripts and tools to support the management of client computers and networks.• Documentation evangelist, responsible for generation of initial client documentation during onboarding, creation of documentation best practices, and performing reviews of project documentation.• Organizational process management, creation of policies and standard operating procedures, and mentoring.• Tier 2 escalation point, assisting other engineers on an as-needed basis.

• Created internal documentation processes and workflows and established SOPs for future documentation assets.• Provided support for mixed-environment user bases and documented hardware, software, and infrastructure to improve service delivery.• Performed pre-sales network evaluations, onboarding for new clients, and re-documentation of existing client environments.• Responsible for Tier 2 support tickets and escalated support issues.

• Supported mixed-environment user bases with day-to-day issues and acted as a point of escalation on difficult issues.• Performed extensive on-site work, visiting client sites to install servers and network hardware, troubleshoot physical problems, and document new client sites.• Worked extensively with Windows on-premises servers (2003-2016), Apple products (Xserve to iPad), Digium appliances, VMWare ESX hosts, and Ubiquiti UniFi wireless access points.• Responsible for Tier 1 and 2 support tickets.

Responsible for supervising all field staff and coordinating scheduling based on client requests and contracted due dates. Reviewed work orders after client approval and maintained tracking of jobs continuously until completion. Communicated with two satellite offices to ensure that all jobs were completed within quoted timeframes. Prepared payroll and budgets for field technicians in Los Angeles and San Diego and partnered with the Human Resources department to provide all applicable benefits and compensation to employees.

Worked in conjunction with the store manager and assistant store manager to provide exceptional customer service experiences and to maintain shop concepts while flexing inventory. Modeled company practices and policies and ensured compliance among all associates. Interviewed applicants and provided feedback to the store manager for hiring decisions, oversaw all new hire orientation and training and performed ongoing evaluations of all associates on milestone anniversaries. Used an indexing tool of customer scores and feedback to provide coaching to associates to reinforce positive customer service skills.

Addressed customer concerns at the corporate level, providing information and resolution to concerns and incidents. Documented suggestions provided by customers, interfaced with vendors regarding new and existing agreements, fielded inquiries from potential business partners, and followed up on inquiries made to subsidiary offices for information.

Main line of customer contact, providing callbacks and information regarding company actions and procedures. Provided configuration and technical support for dial-up, wireless, and email customers on the Windows and MacOS platforms, and second tier escalation support for technical issues not resolved by support technicians. Oversaw and managed the staff of support technicians, monitored office work practices, and assisted with personnel issues. Coordinated with the location manager, provided feedback in the form of employee evaluations, and helped to maintain balanced shift coverage.

Provided support for dial-up, DSL, and Voice-over-IP customers, assisting with installation and communication problems. Helped employees troubleshoot difficult technical issues in a second-tier support role. Developed new troubleshooting processes and procedures based on customer feedback regarding new browsers, e-mail clients, and communication devices. Supervised employees and provided written and verbal feedback regarding productivity and areas of improvement.

Communication representative for the Information Systems department, meeting with company employees to discuss software and hardware needs. Addressed questions and issues and was responsible for developing inter-departmental rapport. Provided connectivity, e-mail, hardware, and software support for internal network users and off-site branch offices. Configured and set up new workstations for departmental use, adjusting software loads and hardware specifications based on equipment use. Responsible for the design, layout, and content of the company newsletter.

Created, distributed, and updated company training materials, adjusting curriculum to reflect new or updated versions of software. Responsible for acclimating all new employees to company procedures. Trained employees in the use of emerging products, emphasizing familiarity with a variety of web browsers, e-mail clients, and storage methods. Acted as a second-tier technical support representative, assisting employees in troubleshooting dial-up, e-mail, and DSL connectivity issues. Registered customers up for DSL services, scheduled installations with a third-party provider, and acted as a point of communication between all agencies.