Georgetown, Texas, United States
I have always been passionate about technology and seeing people succeed. Helping people grow, transform, and reach beyond what they believe is possible is what inspires me every day. I've had the privilege of being a part of some amazing teams that have allowed me to design and implement enterprise-level network, server, and VoIP solutions as well as plan and execute complex datacenter and personnel migrations. I am motivated by mentoring, learning from, and guiding others to success while helping to foster a positive, learning and customer-focused culture in the workplace. I am honored to be a part of a company whose values and passions align so closely to mine.
• Develop IT product and services catalog to meet current and future customer needs. • Develop pricing policies and models, including terms and conditions, for customers and partners. • Collaborate with CEO to develop and expand IT Services customer base and maintain key customer relationships. • Collaborate with CEO and other executives to identify opportunities for organizational efficiencies utilizing technology solutions.
• Lead team of 3 senior staff members responsible for all internal network, server, virtualization, database, helpdesk, and communications services for 130 employees. • Co-designed, proposed, and deployed full datacenter relocation of 100+ servers from CA to TX including managed and collocated highly-scalable services (VMware and SQL clusters, Microsoft Azure and Windows ADDS, SAN, traditional, and a mixture of cloud-hosted storage solutions). • Designed, proposed, and deployed cabling, network, wireless, and server infrastructure for a brand new, state-of-the-art call center in southwest Austin in 2018. • With a focus on moving the company to cloud-based, centrally-managed solutions, Served as project manager and senior contributor for the following company-wide services: o Cloud-based PBX and live answer call-center solution. o Cloud-based spam filtering and threat mitigation solution o Cloud-based remote assistance toolset for support agents. • Redesigned onboarding process from the ground up resulting in a highly-revered, white-glove new hire process company-wide. • Oversaw service adjustments and contract renegotiations netting $100k in annual cost savings. • Ensured all IT-managed services met or exceeded GDPR-compliance by April 2018. • Redefined helpdesk SLAs and consolidated staff work to a near “single pane of glass.”
• Provided senior-level customer and technical engineering support for top 1% of customer base. • Designed, proposed, and implemented product solutions based on sophisticated customer needs. • Consistently deconstructed and resolved complex, multi-faceted, customer technical issues. • Maintained expert front and back-end product knowledge of all Lightspeed Systems solutions. • Generated extensive records and documentation on customer networks and applied solutions. • Interfaced with Development to discover, debug, and produce solutions for software anomalies. • Mentored and trained technical staff while aiding with escalated cases.
• Managed project portfolios for all new sales by interpreting technical requirements, designing and implementing technical solutions, and aligning personnel resources as needed. • Delivered expert-level implementation services for all Lightspeed Systems solutions. • Designed and implemented technical solutions for customers with complex networks. • Responsible for creation of internal and customer-facing documentation and technical diagrams. • Coordinated with sales and support departments to ensure quality of implementation. • Mentored and trained incoming Project Managers on Cisco, Microsoft, and Lightspeed solutions.
Duties extended from server, data, and user management to include entire network infrastructure and VoIP system. Responsibilities include those of former System Administrator position as well as routing and switching, network monitoring and security, DHCP, DNS, RADIUS, CA, SNMP, Cisco ASA firewall and VPN access, Cisco VoIP and voicemail systems, VMware vSphere 5 environment, broadcast and emergency alert system, power and battery backups, and infrastructure project management
Role consists of planning and managing the day-to-day IT operations for 850 employees and 5,500 students while providing support for over 2,500 devices and 80 servers while supervising and training technical support staff. Regular duties include managing file, print, application, and database servers, EMC and Dell storage solutions, server monitoring and security, server capacity and upgrade paths, Microsoft Exchange and mail filtering appliances, VMware vSphere 4 environment, Active Directory and Group Policies, server backups and recovery, CIPA-compliant web filtering, district web presence, technician training, and helpdesk management.