Technical & People-Focused IT Manager / MSP & Hospitality Expert

Summary

Highly skilled professional with the ability to work well under pressure, coordinate and prioritize tasks and projects, manage resources, strong customer service and analytical skills.

Experience

MSP (2019-2024)
Corporate Helpdesk Manager

Responsible for up to six corporate support techs, delegating their daily duties and assignments including completing issues, imaging laptops, assigning projects, etc. Assessing employees’ performance and suggesting methods of correcting actions of employees when necessary.
Responsible for providing quality service for corporate staff utilizing the corporate team. Work in partnership with other management team members to ascertain and carry out needs of technical nature and precedence of the business. Maintaining contact with vendors and establishing a good relationship with them for the progress of the business. Achieving an in-depth understanding of the nature of the business, to be able to provide the needed and best support possible to it. Teach, mentor and guide team to be successful.

Restaurant and Bar (2017-2018)
Manager

Responsible for bar and restaurant operations operating efficiently, smoothly and with no problems.
Interview, hire, organize and direct all the staff in the bar. Manage the staff schedule, coordinate event planning, ensure that the required standards are achieved and maintained along with imposing discipline among staff. Teach staff principles of good customer service.
Monitor and manage the inventory of food and beverages so that the needed goods are being delivered on time. Manages the cash flow and make sure that all the transactions are properly accounted and recorded. Also monitor profitability and performance to ensure sales targets are met or exceeded.
Responsible for turning restaurant and bar into a profitable business.

IT Company (2017-2017)
Helpdesk Support II

Support clients over the phone and email that utilize a terminal services environment (IT Cloud service provider). Solve technical issues related to network connectivity, software issues and system performance. Other responsibilities include helping clients with software configuration and use, managing users in Active Directory and managing Exchange email accounts.

Robert Half Technology (2016-2017)
Technology Consultant

Contract to IVDesk. Support clients over the phone and email that utilize a terminal services environment
(IT Cloud service provider). Solve technical issues related to network connectivity, software issues and system performance. Other responsibilities include helping clients with software configuration and use, managing users in Active Directory and managing Exchange email accounts.

Large IT Company (2015-2016)
Technology Consultant

Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware and software problems. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.

Staffing Company (2015-2015)
IT Consultant

Customer Support for IT issues via phone or remote. Technical writing. Project management, projects include Active Directory cleanup, Printer organization, Application organization.

Energy Company (2004-2014)
Senior Analyst

Project management including research, plan, develop, implement, manage and budget projects including mobile device strategy and management system, computer hardware research and rollout (annual refresh), image creation, CEMS hardware and software implementation for plant monitoring, implementation of copy centers, HQ Move of workstations and copy centers. Customer service and help desk support via phone, remote or in person. Leadership skills including team building, management, customer mentoring, tutoring and training.

Education

Bachelor’s Degree, Information Technology
Computer and Information Sciences and Support Services
Associate degree, Electrical, Electronic and Communications Engineering Technology/Technician
Associate degree, Project Management

Certifications

ITIL v3 Foundations, A+, Scrum Master Accredited Certification Successfully Managing
People, Developing Executive Leadership

Skills