Work History

Work History
Nov 2012 - Feb 2015

Marketing Consultant

Jucebox Local Marketing Partners

Increase brand awareness and recognition for companies that serve local customers through the implementation of smart digital marketing strategies.  The end result is that my customers achieve a higher percentage of the market share which ultimately increases their bottom line.

Help clients develop and market a stellar online reputation. Then implement marketing campaigns to expand their reach, business processes to improve reselling and follow up to ask for referrals.

Specific services include reputation marketing, website design, content marketing, mobile marketing (websites, apps, SMS), social media branding and engagement, local visibility management, video marketing, Pay-Per-Click (PPC), and SEO.

May 2014 - Feb 2015

Account Manager & Content Editor

Groove Digital Marketing

Director of Operations. Inbound marketing management including setup of campaigns in HubSpot, maintaining content calendar, assigning and reviewing blog posts, editing and posting weekly blog posts and podcasts. 

Account Management for Inbound Marketing clients including creation and implementation of an inbound marketing strategy.

Nov 2014 - Feb 2015


TEC Realty Services

TEC (The Eternity Challenge) Realty Services is a full service real estate company dedicated to providing a level of service for our clients that is unparalleled in the industry. At the heart of TEC Realty Services is our compassion for those less fortunate within our local communities. This desire to give back has lead to the creation of a major paradigm shift in real estate. 100% of the broker commissions are donated to The Eternity Challenge, Inc. to provide support and services for those in need.

Brian and Rebekah Richards are a husband and wife real estate team with over 8 years of experience in real estate and have partnered with a broker with over 40 years of experience. Not only will you will be provided with a superior level of service, you will have the added benefit of knowing that a significant portion of the commission from the close of your real estate transaction will be used to make a positive difference in the lives of the members of your community.

TEC Realty Services customizes the services for every need: buyer & seller services, residential, commercial, short sales, foreclosures, investment properties, 1031 exchanges, property management, relocation, transitional housing, and buy & flips.

Jul 2011 - Jul 2012

Program Manager / Project Manager for Remote Managed Services (RMS)

NEC Unified Solutions
  • Manage accounts for several clients utilizing NEC's Remote Managed Services. Review job package and ensure a good understanding of the customer’s needs and requirements and how RMS services will provide value to them. Activate accounts in a timely fashion and obtain customer sign-off.
  • Hold meetings with customers to provide updates, build rapport, and increase customer satisfaction.
  • Review financial reports.
  • Verify that customer’s CMDB is correct.
  • Review NOC performance reports and proactively work to resolve issues.
  • Point of contact for business escalations.
  • Project Manager for projects outside the scope of the RMS contracts.
  • Qualify project opportunities alongside account Program Manager.
  • Identify and schedule resources (internal and subcontract) to ensure project success.
  • Assist Sales Team with gathering of functional customer requirements and definition of project scope and availability of resources.
  • Act as single point of contact for RMS customer for length of project.
  • Maintain highest gross margin possible without sacrificing quality of service.
Aug 2007 - Jul 2011

Service Desk Manager

NEC Corporation of America

Supervised and coordinated activities of desktop support technicians engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and e-mail messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps. 

  • Within 6 months of becoming Service Desk Manager, the call queue dropped by over 80% and was subsequently maintained at an average of 10 or less open calls at one time.
  • Managed and fully staffed a team of 7 Desktop Support Technicians providing 24x7 help desk and technical support.
  • Analyzed performance of Service Desk activities. Provided informative summaries of Service Desk activities to client management.
  • Worked with software manager and network manager to document and schedule operations procedures that could be done by the Service Desk in order to reduce workload of support engineers. Reduction of 50 % in the support workload for software engineers and approximately 10% for network engineers. Resulted in reduction in outages and after-hours calls.
  • Successful in defining and implementing standards and best practices to improve first call resolution and increase overall customer satisfaction.
  • Developed and managed Service Desk processes and procedures to improve training, collaboration and cross training. Creation of comprehensive Service Desk Knowledge Base in Sharepoint with over 700 entries. Reduced staff training time from approximately 4-6 months down to 4-6 weeks. Removed issues with ‘tribal knowledge’ that was lost when technicians left the company; significantly reduced learning curve for new hires. Provided a foundation for communication and collaboration within the team and across teams.
  • Asset tracking/Inventory management implemented in order to provide tracking for customer on hardware in use, available for loan and available as spares.



LinkedIn Recommendations

Jucebox Local Marketing Reviews


Jan 1990 - Jan 1995

BS Business Administration

California State University-Chico
B.S. Business Administration Management Information Systems & Finance with Minor in Economics



Certified Software Test Professinoal

ITIL Foundation Certification v3 IT Services Management

Hootsuite Certified Professional



Project Management

Content Strategy

Online Marketing and Consulting

Online Reputation Management

Business Analysis

Real Estate