Accountable for company operations, P & L, tenant improvements, hiring, technical infrastructure, customer relations, project delivery and service quality. Negotiated customer and vendor contracts. Owned success and failure of IT services and projects. Managed and mentored team of five consulting techs supporting 100+ customer IT networks annually. Directed development of company service management software application.
Increase in market saturation for consulting IT services reduced company's customer base. Solicited and studied staff ideas for reducing costs and staying competitive. Proposed and directed design and development of a company IT Service Management web application for streamlining time entry, asset tracking, trouble ticket, case notes, and invoicing work streams which reduced in paperwork reduced net staff overhead cost 20% while increasing capacity of help desk services from 100 to 250 customer users annually.
Increase in customer site visit costs reduced company profits. Analyzed issues and options. Identified, developed, proposed, and led approach for virtualizing desktop and server support services using a variety of emerging remote access tools which raised company revenue 15%.
Scaled company customer base from 20 to over 200 by cultivating company's competence in business software for non-profit, health care, veterinary, manufacturing, legal, architectural, engineering, aviation, accounting, construction, financial, entertainment, communications, sales, insurance, government, and educational organizations. Expanded company geographic service area beyond the Portland metro region to include other regions in Oregon, Washington, California, and Idaho. Served companies from two to over 1000 employees, and supported IT staff zero to expert level skills.
Staff turnover put many customers in danger of losing historical knowledge of technology resources and capabilities. Reduced customer downtime and IT support onboarding costs 75% by documenting processes, procedures, repairs, updates, system configurations, and custom software manuals for skilled and non-skilled system administrators.
Service Line Growth
Raised company revenue 25% by developing software customization, application development, and training service lines. Increased customer retention by growing company's range of IT systems administration support services from competence in file/print, email, backup, and legal document management software solutions to competence in fax, antivirus, directory, scheduling, database, messaging, disaster recovery, routing, accounting, security, workflow, compliance, CRM, recordkeeping, fundraising, brokerage, and utility solutions.