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Work Background
Iconis GroupDirector of Client Solutions
Aug. 2023Remote from AnywhereIconis Group is a family business that is passionate about our technology. We thrive on helping businesses streamline their technology and finance operations with the goal of making life easier while their businesses flourish. We love business management, technology, and efficiency, finding ways to streamline systems and leverage technology to automate workflows and tasks. Some of the favorites in our commonly used tech stack? • QuickBooks Online (QBO) • Microsoft 365 (M365) • Google Workspace • Zapier • BILL (formerly Bill.com) • Bitdefender • Transaction Pro • Hubdoc • Azure AD
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
VIQ SolutionsGlobal IT Director
Mar. 2020 - Sep. 2022Atlanta, Georgia, United States• Managed support team of 15+ technicians distributed across the United States, Canada, UK and Australia,
fostering an environment of collaboration and mentoring
• Oversaw the post-acquisition consolidation of 3 US offices and data centers resulting in nearly $1 million in
annual savings
• Coordinated the immediate shift of over 200 US employees from an in-office to a fully remote environment
utilizing cloud collaboration tools like Slack, SharePoint, Zoom, Confluence, Asana and RingCentral
• Handled technology due diligence tasks associated with ongoing M&A activities
• Facilitated the integration of data and systems of acquired companies into the existing corporate ecosystem
• Collaborated with the CIO and CFO in the budget review process for a $2M IT budget
• Achieved ISO 27001 certification working with CISO and CIO, ensuring the security of the
confidentiality, integrity and availability of corporate data
Brown College of Court Reporting & Medical TranscriptionBoard of Directors - Board Member
Dec. 2006 - Aug. 2009Atlanta, Georgia, United StatesAs a member of the Board of Directors, I advised on technology advancements and improvements for a bustling college for medical transcription and court reporting.
wordZXpressed Transcription ServicesVice President - Information Technology
Jul. 2006 - May. 2010Atlanta, Georgia, United StatesAs VP of IT at wordZXpressed, my duties of System Administrator expanded to include oversight of more of the enterprise software solutions and hardware that were utillized in the business. I also worked directly with the CFO and CEO on annual budgets.
wordZXpressed Transcription ServicesChief Operating Officer
Jan. 2000 - Mar. 2020Greater Atlanta Area• Provided technical leadership and guidance in support of over 3,000 clients and 350 employees
• Transformed and automated outdated billing and payroll processes resulting in greatly reduced execution
times required by HR department, resulting in cash flow efficiencies
• Developed and managed marketing plan including web/print/social media and SEO resulting in new annual
revenue of $300K
• Oversaw healthcare customer onboardings, evaluating specific needs for dictation and document
management workflow improvements, EHR/EMR HL7 interfaces, and user training
• Migrated aging on-site network and servers comprised of Dell, HP and Cisco to a secure, redundant
colocation facility, improving platform availability to 99.9% for customers and internal staff
• Responsible for procurement of hardware, software and services for customer and employee-facing
systems including Dell, Windows, Cisco, SonicWall, Microsoft, Twilio
• Seamlessly transitioned customers from an acquisition onto existing Winscribe and Nuance dictation
platforms without disrupting daily operations
wordZXpressed, Inc.Systems Administrator
Jan. 2000 - Jul. 2006Atlanta, Georgia, United StatesAs SysAdmin for wordZXpressed, I was responsible for desktop and server support for a growing transcription services firm with over 100 end users. Additional duties in that environment included printer, scanner and phone system support. I also gained great experience during this time with the Dictaphone (now Nuance) Enterprise Voice dictation system, Dialogic voice cards and early remote access availability for remote employees.
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