SUMMARY:

Highly competent and accomplished Information Technology professional with extensive background in Management, Technical Services, as well as capability in bridging the gap between technical and non - technical personnel. Possess comprehensive experience in the implementation of Customer Relationship Management, Employee Relationship Management and Partner Management. Proven expertise in directing successful IT departments and technical support programs; consistent history of reducing costs, improving efficiency, and increasing productivity. Proficient in planning and supervising technology implementations and upgrades; able to work with various stakeholders to determine requirements. Well-developed communication skills and ability to work well independently and as part of a team; skilled at developing effective client relations, providing superior client service and satisfaction with direct interface with CEO, CFO and other board members.

CORE COMPETENCIES:

• Knowledge of structured Service Delivery through ITIL methodology
• Strong networking and influencing skills
• Verified experience in outsourcing and off-shoring
• Analytical thinker and keen problem solver
• Skilled in technical development, business analysis, system or applications administration
• Exceptional project designing abilities
• Lead regular service review meetings with business unit executives
• Oversee delivery of IT projects and services
• Hands-on and performance-driven manager

PROFESSIONAL EXPERIENCE:

Service Delivery Manager

Confidential

• Responsible for the management, development and motivation of a team of employees
• Ensured that each team member adheres to all processes, work instructions and policies
• Delivered maximum efficiency and effectiveness in the day-to-day operations of the team through observation, feedback and improvement of work process, internal communication and organization
• Creating various views and reports from CRM Salesforce.
• Train staff on using Salesforce
• Management of key staff responsible for remote support of enterprise datacenter and mission critical customers and onsite customer engineers
• Be responsible for career development and appraisals.
• Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded).
• Service transition for customers as services are added or removed.
• Implement a functional PMO approach to manage project risk
• Develop and implement a project accounting approach to identify project profitability
• Ensure the company tools and information systems are utilized correctly and relevant information is provided.
• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
• To build services relationships with clients.
• Ensure quality and profitable services are performed to the agreed SLA.
• To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
• To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
• To develop and facilitate workshops and training courses.
• Manage departmental budget
• Responsible for the delivery of services within the SLAs and KPIs.
• To ensure quality of services.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• To plan and schedule resource to the requirements of the business
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
• Work as a team member within the organization to provide a resilient service to our customers
• Ensure proper escalation and elevation of incidents
• Collaboration with other teams, partners and third party vendors to ensure timely and accurate resolutions
• Lead and manage team of 20 to 35 L2/L3 engineers

Owner/Executive Technical Consultant

Confidential

• Conducted advanced and state-of-the-art assignments such as System design, specification of equipment configurations, technology assessment, complex technology troubleshooting, installation and QA
• Manage company, employees, sales and clients
• Technical business analysis for clients to determine best solutions
• Partnered in creating marketing and business growth strategies
• Responsible for managing IT project(s) for various clients
• Responsible for technical pre and post sales
• Developed and managed vendor relationship/partnership
• Trained employees to support various hardware/software
• Responsible for recommending and purchasing hardware/software for clients
• Consults clients on all IT related contracts with external vendors
• Create and implement IT policies for clients
• Design and implement security strategy for clients
• Installation and configuration of NAS and SAN
• Asset management
• Install, setup and configure various VOIP systems
• Remote support for clients
• Responsible for developing and updating SOPs for company and clients
• Responsible for implementation of disaster recovery strategy for clients
• Manage projects simultaneously for various clients
• Responsible for management of external vendors relationship with clients
• Design and implement network architecture
• Helpdesk and troubleshooting hardware/software
• Setup, configure and install various hardware/software
• Responsible for training clients on new hardware and software
• Research "cutting edge" technology that would benefit various clients to effectively operate and manage their company

Sr. Technical Account Manager

Confidential

• Responsible for managing IT services for various clients
• Manage projects simultaneously for various clients
• Technical business analysis for clients to determine best solutions
• Responsible for management of external vendors relationship with clients
• Design and implement network architecture
• Helpdesk and troubleshooting hardware/software
• Setup, configure and install various hardware/software
• Responsible for training clients on new hardware and software
• Research "cutting edge" technology that would benefit various clients to effectively operate and manage their company

CIO

Confidential

• Manage the company's IT department
• Manage IT Staff
• Responsible for the design, configuration and installation of all servers, PC, peripherals, networking equipment, and telephony
• Responsible for developing and updating of the company IT SOPs
• Responsible for technical business analysis to provide best solutions for company
• Designed Data Backup and Disaster Recovery
• Responsible for the management and implementation of all software/hardware projects
• Responsible for periodically reviewing our corporate model to determine what technology could be used to offer better service to our customers and simultaneously reduce our cost
• Responsible for managing all projects with external vendors concerning but not limited to Information Technology
• Responsible for development and maintenance of company's website
• Responsible for maintaining and troubleshooting all hardware/software issues company wide
• Established and manage company's helpdesk
• Responsible for maintaining all company wide data security (firewall, anti-virus, spy-ware, ad-ware, and intrusion detection systems)
• Develop and coordinate all software and hardware training
• Configured and implemented the CISCO router, VPN, wireless router and firewall
• Developed and implement company's Data Security Policies
• Install and troubleshoot wiring for network and telecommunications system
• Configure and manage the Nortel BMC400 PBX (includes setting up users, creating call queues and setting up voicemail)
• Use network monitoring software and hardware to document the network, prevent/reduce network downtime and logging errors
• Manage and maintain our company's CRM software written in SQL 2000/2005 and .Net
• Secondary responsibility is to assist the VP of Operations in day to day operations

Technical Support Representative

Confidential, Atlanta, GA

• Technical support of Confidential Entry Level Servers via telephone and email
• Technical support of Confidential Mid-Range Servers via telephone and email
• Technical support of Confidential High End (Blade) Servers via telephone and email
• Support Confidential NAS, SAN, internal and external Tape drives, Tape libraries, and Tape Enclosures
• Troubleshoot and support servers running various NOS (Novell Netware 6.x, Windows 2000 - 2003, HP UX, Red Hat and SuSE Linux)
• Technical support for CISCO routers
• Assist customers with installation and configuration of new servers

Owner/CEO

Confidential

• Established a computer consulting, resell and service company
• Technical Business analysis for clients to determine best solutions
• Sold name brand and white box computer system retail/wholesale to businesses and home users
• On-site and in store repair and service for business and home users
• Helpdesk support
• Install and configure MS Windows 2000 and 2003 servers w/ Active Directory
• Setup and maintain enterprise networks for various clients ranging from Fortune 500 to small businesses
• Network consulting, configuration, management, installation and service
• Network monitoring, error detection, capacity planning and troubleshooting
• Install network Cat 5e cabling for networking and telecommunication
• Develop policies and procedures for servers, desktops, peripherals and software
• Project Management (Working with various software and hardware vendors to coordinate installation, service and support)
• Configuration of routers and firewalls for desktop and internet security and internet connectivity
• DHCP, WINS, DNS and TCP/IP configuration
• Citrix and Terminal server installation and configuration
• Asset Management
• Data security and storage
• Telecommuting services (i.e. VPN, dial-up remote access, ADSL, frame relay, ATM, T1, etc.)
• Installation and configuration of Wireless networking
• Customize applications
• Software and hardware training
• Website maintenance

LAN Manager

Confidential

• Installed and administered Novell Netware 3.12, 4.x server
• Coordinated the Helpdesk
• Installed and administered MS NT 4.0 and 3.51 servers
• Installed and administered WinView and WinFrame servers for remote access
• Installed and administered MS Exchange server
• Installed Timberline software and setup jobs
• Installed and administered cc:Mail 6.x
• Support all hardware (PCs, servers and peripherals)
• Installed various software and hardware
• Train employees on various software and hardware
• Anti-virus deployment and Y2K and asset management
• Primary resource for recommending, evaluating and purchasing software and hardware
• Primary writer of SOP's (standard operating Procedures) of operations documentation, workstation installations, security policies, remote access policies and procedures, workstation standards, migration options and procedures and project management SOP's

Sr. Technology Consultant

Confidential, Atlanta, GA

• Project lead to innovate company wide network from mainframe technology to PC based technology
• PC software/hardware consulting
• Product Manager for Paradox
• Installed various software/hardware
• Technical support for various software/hardware
• Novell Netware server and client installations
• Microsoft NT and Windows for WorkGroup installation
• Installations of Image Workstations
• Connected PCs to the Mainframe via IRMA
• Client Server Applications

PC Consultant

Confidential, Atlanta, GA

• PC Consulting
• Application development using MicroSoft Access, Lotus Ami Pro, Lotus 123, ACT, and MicroSoft Visual BASIC
• PC maintenance and pre-maintenance
• Software and Hardware training

Technical Support Representative

Confidential, Atlanta, GA

• Troubleshoot problems for customers using Ami Pro in the Windows, OS/2 and UNIX environment via phone.
• Testing for software/hardware compatibility issues with Ami Pro
• Specialized in Ami Pro installation on networks
• Helped customers troubleshoot and write macros for Ami Pro
• Created internal training manuals

Training Coordinator

Confidential, Atlanta, GA

• Tested for compatibility between various software packages and hardware with the company's PC's, LAN Amiga's, Macintosh, Micro VAX and HP Vectras.
• Training all employees on all software and hardware used in the company.
• Developed and ran the Helpdesk
• Helped managed and installed Netware 3.x
• Purchased software and hardware
• Developed and maintain inventory of software and hardware