Managed and oversaw all aspects of telecommunications business that included HR, business development, sales, operations and full spectrum finance. Extensive interaction with customer sites to secure market feedback and execute strategic development plan. Directed lifecycle development of software, created support processes and procedures and administered Quality Assurance product testing. Instrumental in building infrastructure from ground level.

• Increased sales from zero to $15,000 per month.
• Won Best of Comdex Award — 2001, for best new product concept.
• Captured key partnership agreements with WorldCom, Raging wire, and Keynote.
• Instrumental in developing and instigating support procedures and policies. Created comprehensive users manual for product installation.

Directed all facets of department including technology expansion, customer support, policies and procedure development, personnel management, budget and full cycle project management. Assumed extensive responsibility for development and implementation of comprehensive and cost effective infrastructure. Established Information Technology best practices spanning multiple companies. Defined best practices for development of Managed Services.

• Pioneered implementation of company’s first Windows 2000 domain; converted company to MS Exchange 2000.
• Created and executed CRM strategies to amplify internal and external customer communications, which significantly improved customer service.
• Spearheaded development and execution of Disaster Recovery Program to ensure business continuity.
• Developed and instituted user guide and new hire process which increased employee productivity and expanded operations from 30 employees to over 100 in 6-months.

Oversaw team of 13 administrators and help desk personnel to administer operations and project direction for 2500 sq ft. data center with $1 million budget. Range of responsibility included review writing, budgeting, customer support, project management and corporate training. Managed 450 workstations over a worldwide network to ensure all phases of technology including monitoring uptime of applications, network, servers and desktop machines. Strategized, planned, implemented and supported enterprise applications comprised of ERP, CRM, and Customer Support. Defined customer support stratagem and guidelines. Created and delivered department vision and direction to meet organizational objectives

• Improved customer satisfaction from 60% to over 95% through utilization of trouble ticketing tools, and the foundation of processes and procedures to manage customer problems.
• Reduced lead time for computer deployment from over 45 days to under 1-week.
• Created global network infrastructure to support the distribution of applications and services to employees.
• Pioneered web based applications for tracking computers and communicating expected delivery times to hiring managers.

Scope of responsibility spanned coordinating networking (LAN, WAN), repair, software support, backup notes administration, backups, dial in, ordering, and maintenance on all Macintosh and PC computers. Integrated Solaris, Windows NT, and Windows 95.