Desktop Technician Customer Service

Keen Boriboune

Alpharetta, GA *****

Contact

Tel : 404-***-****

e-mail : ****.*********@*****.***

Profile

With over 24 years of expert experience in the Information Technology industry. Solid reputation of establishing strong and productive relationships with clients and staff alike, highly effective in the Sales Engineering role, and very efficient in workflow enhancements. Accustomed to leading Service Desk Teams, Project Teams, Sales meetings, Architecting Technical Solutions, and contract negotiations.

Certifications

CCNA (Cisco Certified Network Associate)

CMNA (Cisco Meraki Network Associate)

A+

Networking +

MCP (Microsoft Certified Professional)

MCDST (Microsoft Certified Desktop Technician)

MCSA (Microsoft Certified System Administrator)

Work Experience

Vector Choice Technology Services, Duluth, GA

Senior System Engineer

2021-2022

Tier 4 Support Engineer – Responsible for resolving advance issues that has been escalated through the Tier 1-3 teams, up-sale solutions to the client, train junior and senior technicians, and product champion for multiple security products.

Professional Services Engineer – Architect networking and infrastructure solutions such as network refreshes with failover, migrating from an on-premises to cloud base infrastructure, email migrations, application server upgrades, etc.

Technical Sales Engineer – Meet with potential clients on Professional Services and Managed Services proposals, on-site assessments for infrastructure analyst, and provide Professional Services recommendations.

Worked with technologies such as ConnectWise Managed/Automate, Cisco, Cisco Meraki, SonicWall, Todyl, Blackpoint, Teramind, Windows Servers 2008/2012/2016, Windows 7/10, Mac OSX, Cisco Umbrella, VPN’s, Office365, Auvik, Cylance, etc.

Vector Choice Technology Services, Duluth, GA

Vice President of Technical Operations 2019- 2021

Responsible for the successful operations of the following teams: Field Service, Service Desk, Service Coordination, and Professional Services. Architect technology solutions for clients, implemented new solutions, and help enhanced operational workflow.

Built and execute a successful client relationship strategy.

Study, create, and standardize process and procedures to improve the efficiency of the Technical Services teams

Develop Technical Service strategies to help the organization achieve strategic goals and objectives.

Define and implement short and long-term tactical Operations plans that align with the business goals.

Support, define, and implement objectives for the Technical Services team.

Responsible for managing the selection and development of people, resources, and budgets necessary to perform the functions of the department.

Create, edit, and implement company policies pertaining to the department.

Responsible for all managing successful projects, creating workflow, procedures, and documentation.

Ensure SLA is understood by the clients, met by the team, and reviewed consistently.

Monitor work procedures, work schedules, and expedites workflow.

Monitor service calls to observe employee's demeanor, technical accuracy, and customer service levels.

Horizon River Technologies, Atlanta, GA

Director of Professional Services

2018-2019

Responsible for the Project Engineering Team, contract negotiations, client relationship building, sales review, budgets, and projections.

Built the project workflow, implemented new applications and tools, and reported to the Executive team.

Was part of planning on all projects, reviewed and approved contracts, and attended all Sales meetings with potential clients.

Horizon River Technologies, Atlanta, GA

Technical Services Manager

2016-2018

Responsible for all Technical Services departments: Implementation Control Team, NOC, Service Support Team, Network Configuration Team, Service Coordination, Professional Services, and Field Services.

Created most of the processes and procedures for the technical services departments. As we grew, I handed that responsibility to the Senior Technicians of each team. Reduced the Technical Services budget by 2.3 million by negotiated contracts with vendors, hardware distributors, etc.

Millennium Solutions, Atlanta, GA

Senior Systems Engineer

2014-2016

Manage all Information Technology aspect for multiple client environments which includes infrastructure recommendations, contract negotiations, system maintenance, hardware purchases, and disaster recovery planning.

Support day to day operations, plan and implement migrations / new projects, and work with vendors to troubleshoot issues.

Troubleshoot multiple technologies such as VMWare, Citrix, multiple version of Microsoft Windows Server OS, Exchange, etc.

Vapor Network Services, Atlanta, GA

Vice President of Technical Services (Partner)

2010-2012

Responsible for fostering client relationships as the lead technical resource.

Built partnerships with different vendors to provide clients with a trusted list of service providers, developed client relationships to promote better client services satisfaction, and was responsible for developing new service offerings.

Responsible for all internal operations, training of the staff, workflow enhancements, procurement, scheduling, and hiring of new talent.

Vapor Network Services, Atlanta, GA

Senior System Engineer

2009-2010

Accountable for multiple client environments that include such technologies as Citrix Presentation Server, Microsoft Sharepoint, Blackberry Enterprise Server, VMWare, EqualLogic SAN, Unitrends Disk-to-Disk backup, Cisco Networking, Microsoft Exchange, Windows 2003/2008 (DHCP, DNS, Terminal Services, FTP, etc.), Disaster Recovery planning, and more.

First point of contact for priority issues for all clients, monitor multiple client environments via Continuum monitoring software 24x7, manage Connectwise ticketing system, resolve executive level client’s issues, and provide support / training for Service Desk support team.

Assets client environment and recommend solutions to server / networking infrastructure issues, plan and implement workflow efficiency solution though Information Technology upgrades, vendor management, contract negations in regard to Information Technology cost, etc.

Education

2020

Harvardx (Edx)

HLS2X: Contract Law (June 2020)

1999 to 2001

Southeast College of Technology

Associates Degree in Computer Information System

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