Springfield, Illinois, United States
Leading CCS, Inc. as President, my journey encompasses orchestrating complex IT solutions and fostering robust client relationships. My role demands strategic oversight of hardware and software troubleshooting, leading a team of professional IT persons, and ensuring our service level agreements are upheld and every client interaction cultivates a memorable experience. With competencies in process improvement and network administration, our organization cultivated a reputation for managed services excellence, always grounded in professional integrity and a commitment to resolving global technology challenges. I lead a team dedicated to implementing zero-trust environments and solutions to protect our clients and their interests completely.
• Responsible for planning, installation, troubleshooting hardware and software, including sales, on-site assistance, and all aspects of client care. • Plan, manage and control installation and maintenance of applications systems. • Create unique experiences with each client that leaves a lasting impression. • Ensure team follows best practices and maintain service level agreements. • Provide technical support to end-users within the organization. • Maintain constant awareness of emerging global issues in technology. • Practice conflict management to ensure that all problems will be addressed and resolved. • Provide top-notch service while treating all clients and their staff professionally and cordially.
• Manage and maintain a Windows-based network that works with over 120 Windows computers and over 350 mobile devices such as Chromebooks and Apple iPads. • Evaluate company outcomes in order to make recommendations regarding new IT policies and procedures. • Initiate, coordinate and enforce various policies and protocols for IT efficiency. • Supervise IT services team to support and maintain company IT infrastructure. • Responsible for backing up multiple servers, ordering equipment, deploying hardware and software updates and maintaining network integrity while maintaining a thorough log of completed work and pending tasks. • Mentor and direct team members for timely completion of assigned projects. • Ensure consistent equipment uptime, and also communicate necessary changes clearly and frequently. • Recommend software and equipment for making the IT department more efficient. • Maintain all documentations for deployment, maintenance, upgrades, and problem resolution activities. • Explain high level technical concepts to others in simplified form, and make buying decisions for new technology implementation. • Quickly and efficiently troubleshoot and resolve network and system issues. • Manage users and permissions through Active Directory and Group Policy.
• Provided new coworkers with the information and skillsets necessary to function in the fast-paced electronics work area. • Personally maintained up-to-date knowledge of new technology in order to best assist customers. • Implemented new technologies and methodologies in training issues. • Utilized personal technology knowledge to advise purchasing within department. • Responsible for implementing marketing plans including upselling specific technology products. • Worked with the team to develop problem management and service improvement plans. • Communicated department goals and procedures to team members.
• Installed networking solutions for wireless printers, computers and tablets. • Created personalized user experiences on new and refurbished devices. • Worked independently on tasks that required high-level thinking and problem solving. • Performed configuration management, software integration and interpretation of software test results. • Frequently created new and unique solutions to problems with modern and used computer equipment. • Worked in small team and support performance of routine operational tasks. • Practiced organizational skills and office management skills that included making and receiving phone calls and keeping a clean work environment in addition to using Active Directory and Group Policy.
• Worked with customers to determine all of their home office needs including computers, software and networking peripherals. • Used innovative sales tactics to increase profit margin while gaining customer trust. • Managed industries competitive knowledge to leverage sales cycle. • Provided individual experiences with each customer to discover their personal needs. • Worked closely with others to promote sales both individually and throughout the department. • Maintained full lifecycle of sales process from prospecting to closure.