Managing the overall internal technical support work flow, including issue resolutions, I.T. initiatives, and technical project deployment. Responsible for raising short and long-term QOS of Eyewonder I.T. management as well as thier respective teams, including managing key performance indicators, quarterly MBOs and staff development. ⢠Providing overall Technical Support management, leadership and support for a team of 70 to 150 Employees. - I.T. QOS management - Support workflow optimization - Development of Support plans - Proactive issue resolution - Identify & establish initiatives to meet operational goals. - Reported on and analyzed I.T. operational metrics to improve our overall efficiency and effectiveness - Managing the overall escalation process. - Managing NOC Monitoring System - Managing - Internal Helpdesk System - Ensuring the effective operation of support centric departments; - Ensuring the effective operation of support delivery tools
- Developed & deployed guidelines, training as well as polocies & procedures for the Quality Assurance department. - Consulting and troubleshooting product offerings in conjunction with technology and operations personnel at EyeWonder partners, including major publishing sites, leading media and advertising application companies and leading agencies. - Working closely with traffic and creative teams to improve EyeWonder product development and support initiatives. - Troubleshooting integration and delivery issues. - Keeping accurate and thorough records of past issues, causes and solutions for future reference. - Daily Desktop Support & I.T. Liason. - Manage Product Support workflow as well as QA staffing and schedules to meet operational goals. - Report and analyze QA & Product Support operational metrics to improve our overall efficiency and effectiveness. - Participate (or delegate participation) on cross-functional team meetings.
- Identified and developed technology plans for business owners looking to leverage technology. - Coordinated and contracted developers, designers, and e-commerce vendors for clients web site needs. - Installed and administered Windows 2000 and XP network designs for SOHO clients. - Performed on-call PC repair, upgrade maintenance, and troubleshooting. - Consulted with clients to develop internet presences and define marketing strategies. - Managed 10 to 15 Web sites on a monthly basis. - Partnered with a large Web hosting company to resell managed services to clients.
 Managed LAN infrastructure which included 3 servers - 20 end users, which consisted of Windows XP/2000/98, Microsoft Proxy, Microsoft Exchange, IIS, WINS, DHCP, and E-mail System (Exchange, Outlook) Wireless Paging System accessible from any web browser. (Internet Web E-mail Access).  Managed user/group security privileges to control access to sensitive company information.  Responsible for designing infrastructure, purchasing hardware, project coordination, and implementation of Network.  Provided (Level-Three) technical and end-user support in various software applications, (Proprietary and Mainstream) connection issues, hardware, and peripherals. Proactive approach to systems/server maintenance, hardware, O/S and software updates/patches.  Rebuilt, repaired, troubleshoot, upgraded, and reconfigured existing hardware as required. Responded to technical issues and concerns related to computer hardware/software and Internet usage.
- Coordinated with VP of Sales to established exclusive partnerships for rich media delivery across corporate intranets to Fortune 100 clients. - Represented the organization in the negotiation, coordination, and establishment of management, administrative, consultative, and legal services contracts and agreements. - Independently prepared and developed project plans, on-site technical vendor coordination, strategic partner oversight, quality of service control, and contract management. - Served as Executive Technical Liaison, directing 108 support employees in five departments (NOC, Development, Design, Hosting, and Streaming). - Identified and assessed the longer-term technical/commercial viability of alternative technology applications for prospects and clients. - Evaluated technical merit of proposals in a wide range of technology areas, and provided conclusions and recommendations used as the basis for funding of projects in upwards of $64,000 Monthly recurring.
- Responsible for overseeing the Special Ops, Sales Support, Reseller Support, Customer Care, and Loss Prevention  Revenue Projection departments. - Created the model for the ÂSales Support with a staff of 20. - Created the Reseller Support department with a staff of 15. - Created the VIP Services department. - Assisted in the development of the Outbound Sales department. - Restructured post sales procedures to ensure a higher level of customer satisfaction resulting in higher client retention and reduced overall churn rate. - Developed and implemented company wide client satisfaction benchmarks for all departments that had client exposure. - Maintained a high level of quality-of-service for ÂSpecial Need CustomersÂ. - Trained new sales staff in policy and procedures as well as sales methodology and tactics. - Trained staff of 20 in new technologies to assist the sales cycle. - Trained staff of 40 to use the online trouble ticketing system.
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