accomplished technical sales manager with more than 13 years experience in project management, team leadership, technical support, and system administration. successfully owned and operated business consulting and technical support companies for 7 years, advising companies on sales methodologies, technical tool development, marketing, and system setup.
increased the efficiencies of everyday communication while decreasing redundant communications by developing a new company position, queue manager.
maximized reporting of trend issues and information dissemination by creating od shift reporting.
successfully increased the number of audits done nightly by relocating qa reporting and allowing audits and grading to be centrally located.
supportsoft, inc., redwood, ca 08/2008-present
call center supervisor
lead customer support teams by fostering a positive work environment to meet organizational goals.
conceptualize, develop, and launch the sdcworkcenter informational portal and sup.sdcworkcenter.com to align supervisor communication as well as still development of the csg share point of the same name.
developed a new company position of queue manager to provide a clear and concise point of contact of se s and supervisory staff.
successfully moved quality assurance reporting during the proxy sdcworkcenter portal, allowing grading and auditing to be centrally data aware and resulting in decreased audit times.
conduct market research and propose the open fire instant messaging server to replace a non-company controllable internal asset to lead to a more secure, integrated method of daily communication.
starrhealth, fulton, ny 09/2006-08/2008
business coach/sales training coordinator
owned and operated a business consulting entity and led 30 home-based business (hbb) owners in multiple u.s. regions in areas of sales training and team building.
assisted and trained hbb owners with creating sales presentations for one-on-one group, and cold call purposes.
created and presented nationwide seminars entitled mastering you business momentum , a 12-hour live presentation designed to help entrepreneurs vitalize their underperforming business units to profitable levels.
isafe technologies, solvay, ny 11/2004-09/2006
network operations manager/systems administrator
developed administrative software for crm on a cross server platform with a sql database of use rights for consumer networking privileges.
provided isp dial-up technical support, troubleshooting services, and assisted with installation, configuration, and organization of mac os based servers.
updated and maintained servers for the offices of national public assistance (npa) and oncenter in syracuse by developing a microsoft exchange replacement called socket for 60+ workstations in oncenter and building a custom hardware firewall/router for oncenter.
served as point of contact for geeks on time , a networking and computer service company as well as fcti, an atm provider.
sonicnet inc., oswego, ny 04/2000-11/2003
successfully acquired sonicnet isp and merged services with oswego technical solutions to form sonicnet, inc, converting business and residential consumers of both companies including billing, technical support, and pos systems.
converted backend hosting system from ms server to a linux based solution, including ms front page extensions, without customer downtime.
oversaw all business units of operations such as p&l responsibility and in-house accounting, business development, staffing, it, and consumer technical support.
provided system administration for both unix and ms server networks and networking equipment through setup, demarcation, and maintenance to internet backbone for isp dial-up customers.
oswego technical solutions, oswego, ny 04/1998-11/2000
founded the company by building and maintaining linux based servers for web hosting and dial-up networking access.
spearheaded all business operations such as business development, system administration, staffing and training, consumer acquisition, and support.
bridge microsystems, oswego, ny 04/1996-11/1998
sales manager/technician/technical support representative
completed an apprenticeship to acquire skills in hardware/software and networking fundamentals.
managed 1300 business accounts, provided 2nd tier technical support, and used rodopi internet service provider software for crm.
created marketing/advertising campaigns to generate additional sales on current customer accounts.
promoted into staffing and training positions.
windows 95-nt kernel server and consumer operating systems
microsoft office, visual studio 6
macromedia dreamweaver and flash
adobe photoshop, pagemaker and illustrator
mysql, sql lite, postgresql, db2, oracle and msql
ipv4/ipv6 tcp-ip architecture
voip maintenance and installation
vpn setup and maintenance
adsl/t1/optical and cable architecture
router/switch network configuration
802.11x security and flexibility
crm platforms include rodopi, vtiger crm, cwispy, nx nomachine
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