Experience
MSP (2016-Present)
Delivery Manager/ Customer Success Manager/Project Engineer
- Primary account manager for 12 clients and over 1200 endpoints.
- Support and optimize tools and systems – implementing new PSA ticketing system as well as new RMM system. Creating optimized stack of productivity and security tools
- Support in their day to day work through our internal ticketing system (Autotask PSA)
- Seek ways to optimize performance of team as well as internal and external customers
- Provide the team and the senior management with regular, constructive and relevant feedback
- Strong analytical skills to develop reporting and systems for internal use
- Share and seek out best practices and knowledge
- Assist with training materials for external and internal users
- Coordinate with central management on planning and objectives
- Manage relationships with key customers to ensure customer satisfaction and loyalty
- Collaborates with Customers senior managers and internal IT staff to determine which business processes need optimization, enhances the performance of customer IT systems, and deploy suitable solutions
- Providing technical support and training end-users on new and existing technology
- Collaborate with cross-functional teams to resolve customer issues and drive customer success
- Analyze customer data to identify trends and opportunities for improvement
- Develop and implement customer success plans to drive customer engagement and retention
Client Services Technician III
- Advanced knowledge of all current desktop and server operating systems
- Advanced knowledge of Microsoft O365 and companion applications
- Experience supporting the following technologies: Windows Desktop OS’s, Windows Server platforms, Active
- Directory, Group Policy; Linux Distribution Platforms, Exchange platforms, VLAN, VPN, HP and Ubiquiti
- Switch Configurations, Routing, Wireless, Cisco Meraki, Ubiquiti, and SonicWALL firewall solutions
- Ability to troubleshoot issues within Epicor Eclipse ERP Systems and related applications (companion products)
- Implementation of RF Warehousing project in 10 warehouse
- Eclipse ERP report writing, implementation of custom code, implementation of companion products, providing on site user training and advising on process improvement
- Advanced network troubleshooting
- Advanced experience working with time tracking/ticketing software (Autotask PSA)
- Ability to multi-task, prioritize tasks and respond with sense of urgency
- Strong problem solving and critical thinking abilities
- Strong organizational skills and attention to detail
- Ability to concisely document processes, issues, resolutions; strong writing skills required
- Professional customer service skills
- Travel to onsite support of client systems
Client Services Technician II
- Proactively monitor and troubleshoot managed network assets
- Maintaining managed backup solutions, Servers, Workstations
- Leading in disaster recovery scenarios
- Epicor Eclipse ERP Platform Administration, creating new users, report writer, control file maintenance
- Leading management tool platform upgrades, patching, application updates, after-hour services and maintenance.
- Provides quick, responsive, high quality and consistent service.
- Log and track calls using incident/problem management database (e.g. Kaseya), and maintain history records and related incident/problem documentation.
- Read, write, interpret and/or verbally communicate to solicit or explain complex or technical information using simple verbiage.
- Troubleshoot issues within ERP systems and related applications (companion products)
- Mobile Device Management and support
- Monitor Scheduled maintenance
Client Services Technician I
- Support of MSSP/ERP clients and services
- Answering phone calls during regular business hours of operation
- Provides quick, responsive, high quality and consistent service.
- Log and track calls using incident/problem management database (e.g. Kaseya), and maintain history records and related incident/problem documentation.
- Read, write, interpret and/or verbally communicate to solicit or explain complex or technical information using simple verbiage.
- Mobile Device Management and support
IT Company (2012-2017)
Customer Support Specialist
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to Queries either in person or over the phone.
- Install, deploy, and maintain Microsoft Dynamics Navision ERP & customer related inquires.
- Manage support tickets on proprietary Linux ERP
- System analysis and aid in development of POS system for Medical Marijuana Industry, BudMate
- Web Development
Non Profit (2012-2020)
Webmaster
- Ensuring that the web servers, hardware and software are operating correctly, generating and revising web pages which include weekly event updates.
- Manage local server and PC’s of the organization
- Database Administrator of Access Database that the organization uses to maintain their Saturday school, and membership database.
Auto (2012-2013)
Internet Sales Director
- Design and Create ad’s on EBay and Craigslist for used auto parts
- Photoshop, Illustrator, Dreamweaver used in creation of advertisements
- Manage customer relations including shipping and returns.
Education
- Computer Information Systems
