Career Summary:

Over 22 years of Technical Management, System Administration and Financial experience emphasizing quality and consistency in the workplace. Special strengths include a customer centric win/win attitude with high energy leadership abilities, team building, excellent communication, technical/project management skills, a strong work ethic, strong customer service skills and self motivation all coupled with the ability to effectively trouble shoot and resolve a wide variety of situations using creative problem solving.

Employment Profile:

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IT Manager

• Manage the day to day IT infrastructure and 1 intern for 4 locations though Northeastern NY Responsibilities:
• Provide technical leadership and guidance for the council regarding common best practices, education and training, purchasing new technologies and programs.
• Provide Project Management experience to all levels of management. Formalized the IT budget process for the council.
• Created a comprehensive technology plan. Created the council first real IT budget.
• Implemented Spam Filtering, call conferencing, new phone/data providers. Provide vendor management and purchases.
• Provided business leadership and guidance for process improvements and best practices, for both IT and day to day business operations.

Strategic Initiatives:

• Domain Migration from 2003 SBS to 2008 SR2
• Email migration from Exchange 2003 to Exchange 2010
• Sage 100 Fund Accounting System Migration from Peachtree Sage 50 VOIP for all 4 locations using the Avaya Office IP phone system
• Reduced costs for phone/internet provides while improving inter office connectivity and communication. Built strong vendor relationships and partnerships

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Associate Manager Customer Services

Provided leadership and management of the Customer Service Center which processes all inquiries and orders received from customers for all Taconic products and services. Acted as an escalation point for major issues, and represented the needs of Customer Services while fostering an environment of continuous improvement and team work.

Responsibilities:

• Designed training programs for entire staff. Implemented training and staff recognition programs for all team members. Monitored implementation and effectiveness of training administered by supervisory staff.
• Managed the prompt receipt, response and processing of customer orders, comments, credit requests and inquiries. Publishes referrals/reports to Sr. Managers, Product Management and ATR's regarding the volume and nature of customer inquiries/orders and comments/credits.
• Participated in the alignment of corporate strategic plans with the strategic plans of the Customer Services organization.
• Investigated and work with supervision to resolve escalated issues to the satisfaction of customers and Taconic.
• Developed the CS annual plan and individual department goals.
• Managed quality improvement initiatives, monitors department performance and assures adherence to SOPs and the Taconic Global Standard
• Coordinated special communications with customers.
• Participated in the coordination of third party and Taconic Transportation providers including the creation or modification of delivery routes to better serve the customer base and ensure most efficient product delivery in all areas of the world.
• Analyzed, developed and recommended to the Senior Staff, cost measures to set competitive and profitable rates for delivery.
• Developed processes and procedures that address all customer, supplier, and product complexity issues in order to ensure accurate order entry, prompt and safe order acceptance and delivery.
• Write SOP's for critical department functions and coordinate acceptance of SOP's by Quality Assurance and related departments.

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National Technical Support / Professional Services Manager

Provided leadership, management and system administration for a fortune 500 companies technical support call center emphasizing customer service, quality answers to all technical inquires ensuring the correct answer, the first time on the first call. Promoted team building provided practical, technical, and business guidance to each individual team contributor. Developed and refined business and project practices, developed and maintained metrics to measure client satisfaction, productivity and profitability.

Strategic Initiatives:

• Developed new call center SOP's to ensure all customer inquiries were met with a consistent answers, instilling a basic belief that people should buy our product not for
• the product, but the team behind the product .
• Built a revenue generating service business both for professional services and direct support contacts, increasing revenue over 200 in the past 3 years.
• Looked at current technologies to become more efficient with daily call center
• operations, cost/benefit analysis.
• Developed and standardized reports for senior management on the call centers daily activities and performance, i.e. agent utilization, calls answered and other reports
• Implemented a 2 tier support center with escalation procedures.
• Annual budgets prepared, never over budget as a total department to date.
• Managed all vendor relationships such as Microsoft, Dell, HP, 5Points Web hosting, Iron Mountain and others.
• Worked closely with the sales team to help design systems and workflows for potential,
• new and existing customers.
• Managed all aspects of national professional services implementations and installations
• Managed all aspects of local customer's installations and service calls.
• Performed presales engineering and contact for technical questions from prospective
• customers.
• Worked closely with customers IT team to design and implement document imaging solutions.
• Developed new phone queues to get the question to the right person.
• Developed RMA procedures return merchandise authorization .
• Met with potential customers to design and discuss a document management solution.
• Continually developed staff's knowledge on all products and various operating systems
• Continually reevaluate procedures and polices
• Provided the best customer support, always seeking ways to improve, be the model all look to.

System Administration:

• Responsible for all in house Servers, workstations and network issues. Daily administration of Citrix, SQL, FTP, in house web servers, Backup servers using Backup Exec and Exchange 2003.
• Monthly testing of backups to ensure data is valid and recoverable for disaster recovery purposes.
• Anti Virus management using Symantec Corporate Edition and Endpoint.
• Researched and recommend new technologies and products.
• Vendor management to ensure timely resolution to support issues.
• Managed network wide changes and server updates to be performed after normal
• business hours.
• Brought company's ITinto Sarbanes Oxley compliance.
• Created internal controls to support Sarbanes Oxley.
• Created and updated the documented accounting polices surrounding all IT functions and access.
• Worked with auditors on annual IT audits.
• DBA for all in house databases. Created standard and on demand reports for
• departmental and management teams.
• Redesigned the entire network infrastructure from a single dialup server to a multi server high speed intranet serving 3 internal companies with 100 plus users.
• Epicor's Clientele 7.3.6 Administrator and developer, updated scripts and internal
• workflows.
• Responsible for the Executone phone system.
• Researched new technologies to better improve office productivity and efficiency, making recommendations to the Director of Operations and CEO.

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Service Technician

• Maintained and supported 110 local DocSTAR systems.
• Networked docSTAR systems using various network protocols.
• Provided sales engineering for the local sale branch.
• Recommended and sold system upgrades and maintenance contracts
• Provided excellent customer service.

Previous Position Summary:

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Senior Financial Analyst Responsible for review and preparation of yearly budgets of assigned departments and prepare quarterly reports for department heads.

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Customer Support/Account Manager Responsible for Daily international customer contact in regards to client software and network issues that have arisen within the Banks ATM / POS network

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• Systems Analyst ACD Specialist Responsible for all Key Bank affiliate Merchant Sale, Service Operations, Chargebacks, Risk and daily support in a 31 billion dollar corporation.
• Additional Classes and Seminars:
• IKON Computer Training:
• Networking Essentials
• Supporting Microsoft Windows 2000 Advanced Server and Professional Active Directory
• Citirx Metaframe 1.8 Administration Helpdesk Skills
• Lessons in Leadership:
• 7 habits of Highly Effective People The 4 Roles of Leader
• Dealing effectively with unacceptable Employee Behavior