Career Overview
- IT Management and Sales Professional with a 20+ year career that includes repeated success in developing and managing top IT Support organizations from the ground up, with a more recent focus in Sales Support, Client Relationships and Customer Success Development. Confident problem solver with a contagious passion that creates a winning culture rooted in high integrity and professional ethics.
- Areas of expertise include management, leadership, project management, operations, logistics, purchasing, equipment leasing, client relationships and customer success. In addition, I’m working towards my ITIL 4 Foundation certification.
Professional Experience
MSP (2021-Present)
Director of Service Delivery
Key Responsibilities:
- Work with the Sales team to develop and expand strategies for customer focus solutions within the Mobile Computer industry
- Build, Develop, Maintain and Manage the AlwaysOn Product stack
- Manage team of ten support desk engineers, which included performing annual and bi-annual performance reviews
- Cultivated and sustained professional relationships with customers and vendors within diverse sectors of the Mobile Computer industry.
Another MSP (2020-2021)
Account Business Manager
Key Responsibilities:
- Help manage and grow customer-base by understanding customer objectives, managing existing support, recommending / formulating new Sales strategies and communicating product / service value to clients.
- Help grow the IT Support Sales business and manage existing IT services accounts while finding new business
Another MSP (2020-2020)
Consultant
Key Responsibilities:
- Conducted initial analysis of client needs for upcoming customer MS Dynamics AX implementation
- Audit and document current inventory, including Servers, PC’s, Networking equipment and forklifts
Another MSP (2004-2020)
Client Relations Manager – 2016 to 2020
Key Responsibilities:
- Conducted initial analysis of client needs, requirements and areas of concern with managed systems for new customers. Nurtured and developed new client and on-going relationships
- Developed Annual Customer Review process covering business goals for the coming year and Equipment
- Lifecycle Management recommendations as part of customer retention and business growth objectives
- Presented and sold offerings to customer base including; User Awareness and Security
- Training, Cisco Umbrella, DUO, and BitLocker
- Managed vendor relationships, in particular Dell/EMC, Lenovo, Ingram, Tech Data and Microsoft
- Managed and analyzed customers monthly and quarterly ticket history through our Solarwinds WebHelpdesk” ticketing system
Technical Support Manager – 2004 to 2016
Key Responsibilities:
- Initiated and governed business decisions for the Links Technical Support department.
- Managerial responsibility for 15 Technical personnel. Oversaw workload balance of in-house and field technicians. Performed annual reviews for support department personnel.
- Strengthened Client support through Customer Support Tickets and provided guidance in customer decisions.
- Advised customers on hardware purchases and followed up to ensure customer satisfaction.
- Performed Accounts Payable tasks while working with and guiding our Accounts Payable department
Education
- OKLAHOMA STATE UNIVERSITY – STILLWATER, OK
- COLLEGE OF LAKE COUNTY, GRAYSLAKE, IL
Volunteer Work
- HIGH SCHOOL FOOTBALL -BARRINGTON, IL
- YOUTH FOOTBALL
