Work History

Work History
Jun 2008 - Present

Project Manager

AZALEOS (merger with M3 Technology Group)

Leads project teams with responsibility for initial review, scope determination, technical requirements, resource requirements, scheduling and functions as the single point of contact for the customer.  Also ensures the success of projects by maintaining the scope, schedule and budget.

Primary responsibilities include:

  • Overall project plan and the creation, maintenance and delivery of detailed project schedules
  • Tracks project activitites as well as project and billing milestones against schedule
  • Practices Azaleos Risk Management methodology to ensure success of project timelines
  • Creates and maintains all related tasks and required resources for all assigned projects
  • Initiates contact and works with the client to set appropriate expectations and to develop necessary timelines for project delivery
  • Tracks and reports on all budget-related information
  • Works with allocated engineering resources to ensure the successful delivery of projects
  • Tracks issues and performs issue escalations as needed
  • Responsible for client satisfaction for the related project
  • Represents Azaleos as a single point of contact for all aspects of the project
  • Regularly communicates project status to client and Azaleos management
Aug 2006 - May 2008

Enterprise Services Manager

M3 TECHNOLOGY GROUP

Managed the team responsible for technical account management, contract and service delivery, client reporting and documentation. Also managed projects for new clients being transitioned from Professional Services engagements to long-term managed environments.

Responsibilities included:

  • Manage the tracking, monitoring and reporting of results for Service Levels and key service delivery elements as agreed upon in the client contract
  • Analyze service level trends and drive service improvement programs where necessary
  • Work closely with the Technical Account Manager to increase customer satisfaction and strengthen client relationships
  • Ensure communication and client feedback related to incidents and problems associated with service breakdowns providing responses and process improvements as required
  • Work closely with the Technical Services Manager to ensure the effectiveness and relevance of the service management processes
  • Oversee the responsibilities, welfare and development of the Technical Account Manager, Technical Services Manager and Technical Operations Analyst roles
  • Responsible for ensuring that all pertinent documentation is created and maintained to the standards established for the Enterprise Services organization
Nov 2003 - Jul 2006

Systems Engineer

M3 TECHNOLOGY GROUP

Provided managed services clients with Tier 2+ support for the following:

  • Microsoft Exchange  [2000 / 2003]
  • Microsoft Active Directory  [2000 / 2003]
  • Windows Server Platforms  [2000 / 2003]
  • Server Hardware Issues  (Dell / HP)
  • Systems Management Server (SMS) 2003
  • BlackBerry Enterprise Server v3.6 - v4.1  (1 of 2 senior escalation points)
  • GoodLink Mobile Messaging
  • Websense Web Security
Dec 2002 - Oct 2003

Client Support Specialist

SELF-EMPLOYED

Independent Contractor providing on-site technical support services including software, hardware, backup management, etc. at Jacobsen manufacturing facilities in Charlotte, NC.

Specific duties included:

  • Troubleshooting and resolution for user-reported software and hardware problems
  • Software installation, update and change activities
  • Hardware move, add, and change activities
  • Hardware and software testing/certification for creation of standard desktop images and to ensure compatibility of business hardware and software requirements
  • Hardware warranty support
  • Transfer or migration of user data and user applications to new desktop / laptop equipment
  • Create, monitor and manage server backups including off-site tape transfer

Education

Education

Certifications

Certifications

BlackBerry Support Administrator

Research In Motion

MCSE (Windows Server 2000)

Microsoft

A+

CompTIA