OWNER / OPERATIONS MANAGER - RI CLEANING SOLUTIONS / SANICHEM - Coventry, RI
(2021-01)
Provide high quality janitorial supplies including paper, chemical, maintenance and ice management goods and solutions with a focus on top level customer service while navigating volatile markets and increased competition from large scale entities.
- Maintain customer relationships through primary and secondary channels by meeting and exceeding customer needs and concerns
- Handle all incoming and outgoing revenues
- Streamline costs associated with COGS and operations to stay competitive and affordable
- Responsible for tracking all incoming and outgoing inventories
- Maintained and grew new vendor relationships to improve timelines, maintain margins and broaden consumer product lines
- Developed and updated order execution processes to decrease distribution costs and customer wait times
- Expanded seasonal product line to address rising costs and customer needs
NETWORK ADMINISTRATOR - UNIVERSITY SURGICAL ASSOCIATES / BROWN PHYSICIANS - Providence, RI
(2018-01 - 2021-12)
Perform all day-to-day duties necessary to ensure all technology within the operations of a fast-paced medical organization function without issue.
- Support endpoint hardware, software and connected devices in a fast-paced multi office medical organization with a "seconds to triage, minutes to action" mindset
- Monitor and manage network systems and connected devices, identify and resolve failures, address security issues, be proactive regarding capacity and traffic concerns to maximize efficiency
- Administer EMR portals involving user access and permissions and resolve functional issues
- Manage all user accounts including 365, active directory, phone assignments and security permissions
- Responsible IT asset lifecycle management
- Upgraded analog ShoreTel phone network and hardware to digital Mitel platform servicing 125 endpoints across multiple location; designed and programmed IVR menus implementing Cascade and Emergency trees
- Installed, configured and administered Unify Wi-Fi network spanning ten remote locations
- Spearheaded organizational wide endpoint refresh including desktop/laptops, peripherals and network printers with negligible downtime
ENDPOINT SERVICES ENGINEER - UMASS MEDICAL SCHOOL - Worcester, MA
(2015-01 - 2018-12)
Deliver wide-ranging enterprise support services in a challenging medical, educational and research environment.
- Respond to and assign service tickets in a timely manner
- Maintain complex infrastructures while minimizing system downtime and information loss
- Execute proactive and reactive support with an emphasis on minimal disruption and rapid resolution
- Identify, triage and resolve multi-platform technical issues involving desktop, portable and printer hardware, enterprise software, mobile devices and complex research lab equipment communication
- Network administration for all enrolled OS and iOS devices
- Designed, implemented and administered JAMF PRO device management infrastructure and repository responsible for the remote management of over 500 Apple OS and iOS desktops and mobile devices responsible for software installs, updates, security and asset tracking
- Responsible for delivering white-glove IT services to the Office of the Chancellor, Executive Directors, Department Heads and Chairs and world renown research pioneers
- Keyholder support for sensitive and often stressful Medical School and Research Lab departments including Anatomical Dissection, Animal Research, Active Diseases and Narcotics
- Coordinating member of Space Management team tasked with equipment moves ranging from single end user to entire departments
LEAD GENIUS - APPLE - Providence, RI
(2010-01 - 2015-12)
Lead and Mentor 60-member technical support team responsible for providing world class one to one technical service in fast paced environment with an emphasis on total customer satisfaction in a timely, efficient manner.
- Lead Genius Team to earn Apple Ovation Award recognizing top 5% worldwide in customer satisfaction
- Consistently excel in 11 defined customer service metrics including Technical Expertise, Explanation of issue and Empathy
- Proven success deescalating customer concerns and internal member issues
- Facilitate daily debriefings, quarterly team meetings and technical training
- Streamlined scheduling of daily talent allocations to minimize staff shortage
