Vinebrook TechnologyDirector of Client Solutions
Sep. 2022 - Aug. 2023Atlanta, Georgia, United States• Supervised and mentored a team of 25+ service desk professionals and team leads responsible for network administration, systems maintenance, and end-user support for over 4,000 users across a dozen customers
• Led projects from planning to completion with a focus on budget adherence, delivery of quality services and customer satisfaction
• Managed Professional Services team with a primary focus on new Meraki installations and upgrades for Life Sciences, Biotech and pharmaceutical customers
• Oversaw account management duties, including metrics analysis, weekly customer syncs with presentation, incident management and primary point of contact for stakeholders
• Consolidated disparate knowledge and SOP repositories into a single instance of Confluence to decrease response times and increase the effectiveness of the service desk team, ensuring SLAs were met
• Ensured the service desk team was proficient on all ITSM tools utilized by our client base, including
ServiceNow, Jira, Freshservice, Atera, ManageEngine and SolarWinds