Bespoke IT ServicesLead Consultant / Founder
Nov. 2016Dallas-Fort Worth Metroplex• Oversaw consulting and augmented support services company • Managed full cycle operations including billing, sales, budgeting, project management, consulting, analytics, and client retention
• Hire and supervises a team of contractors and internees to support goals and needs of client engagements • Manage project delivery for multiple client projects and outages simultaneously • Develop and track key metrics such as trouble tickets per month, revenue per client, trouble ticket per unit, tickets per user
• Develop all IT policies and practices for areas such as: Asset Management, Service contracts, User experience, User security, Cyber security • Worked closely with Executives on IT budget and IT Processes
• Assume ownership of an estimated queue of 1000+ user problems per year and proactively work to resolve issues, ensuring that all service requests are logged in the IT service ticketing system
• Designed and deployed the Network, Wi-Fi, Cabling, Printing, and all VOIP services for 10 newly established corporate entities
• Develop and manages the equipment deployment process for turnover and new hires for a company of 150+ employees
• Negotiate contracts with third-party companies to fulfil corporate service requirements, including VoIP, internet, and printing
• Utilizes IT expertise to troubleshoot and resolve hardware, software, connectivity, and IT issues reported by the users.
• Administrator of O365, telephony and security systems, administering over 50 assets and company specific proprietary software
• Identified and collaborated with the executive management in the company to ensure business needs were considered
• Executed reverse engineering process and system documentation for existing non-documented work systems and created new documentation for new systems • Configures new network closet and manages AWS server employees' usage across 30 employee company