PROFESSIONAL SUMMARY – Information Technology leader with an established record of driving organizational change and continual service improvement within IT service delivery and service management organizations. Proven track record of consistently meeting tight deadlines and implementing cutting edge technology solutions. Well organized, highly motivated, and a fast learner who can run new business applications, learn new ideas, and design new solutions. Areas of Expertise
Network Architecture Client Relations and Negotiations Hardware and Software Support Quality and Process Improvement Network and System Administration Service Desk Management Phone Systems PBX and VOIP Employee Training and Development Technical Team Management Business Workflow Planning PROFESSIONAL EXPERIENCE
IRIS Solutions (MSP) Charlotte, NC
Owner, Director of Technical Services June 2012 April 2018
Operate and manage a leading area MSP growing revenue >15% each year.
Lead Network Engineer to provide technical solutions for all clients.
Provide Management of over 4000 desktops\servers under management.
Responsible for up to 4 new product developments per year to enhance book of services.
Lead team that includes technical account managers, service managers, field tech supervisor and operations team.
Function as project manager for all incoming projects ranging from workstation and server migration, Office 365 migrations, network upgrades, Storage and SAN deployment and phone system deployments.
Develop and maintain procedures around service delivery to sustain maximum efficiency.
Developed an IT documentation process to greatly enhance productivity within entire client base.
Develop Policy, Process and procedure metrics to help team function with a single goal in mind.
IRIS Solutions (MSP) Charlotte, NC
Chief Technology Officer Feb 2008 June 2012
Performed CTO duties to include product selection and development for all clients.
Responsible for sales engineering to help develop solutions for all aspects of a SMB network infrastructure.
Mt. Holly, NC email@example.com 704-***-****
Hired, Trained and continued to develop junior techs with ongoing product and technology training.
Developed Service ticket tracking system to ensure better productivity with current client information.
Function as lead engineer and senior technician when L1\L2 support could not resolve the issues.
Build a complete RMM (Remote, Monitoring and Management) solution to allow the business to save in 1.5 techs over the course of the first year. IRIS Solutions (MSP) Charlotte, NC
Service Manager Aug 2001 Feb 2008
Supervised day to day service operations including service desk agents, customer escalations, process review and technical lead.
Responsible for developing service delivery process ranging from help desk to engineering to field work.
Build standards for IT delivery that support HIPAA compliancy.
Design and Maintained Customer satisfaction delivery process by implementing customer feedback mechanism. During this time, we went from an average of 3.6 to a 4.8 out of 5.0 delivery scale.
Work closely with business development to determine staffing needs based on upcoming growth.
Complete in house and onsite service when required to meet the customer need. US Navy
Electronics Technician Sep 1993 Sep 2001
Trained as an Electronics Technician.
Functioned as Lead Communications Technician on USS Frank Cable forward deployed out of Guam for 3 years.
o Responsible for all external ships communication while deployed.
Served as junior network admin while deployed to Earle, NJ. o Responsible for network admin role of 200 computer network.
Functioned as Lead Network Administrator while stationed at US Naval Academy. o Responsible for introducing time and service tracking system. o Responsible for 18 different buildings and 300 computers\servers. EDUCATION
Central Piedmont Community College-
AS Electronics Engineering
Jan 1991 May 1993
BS Computer Technology
Grad Date: Jan 2003
NoBadBosses Leadership training 2012 and 2014
Fred Pryor- The Ultimate Customer Experience
Bill Rose- The Art of Service Delivery
Interop- IT Leadership, Develop the process
IT Nation- Develop your One Thing- 2008
IT Nation- Do More with Less- 2010
IT Nation- Find the hole in the bucket 2012
Microsoft Certified System Engineer- MCSE 2001
HIPAA- Certification each year
Microsoft Cloud Offerings- 365 and Azure
Storage Craft- SC Systems Engineer
IPITOMY- VOIP Conference and Training
DattoCON- Build your online backup presence
VEEAM- Product training
ZERTO- Product Cortication