Senior Solutions Engineer

KALLEO TECHNOLOGIES INC. | PADUCAH, KY | 5/2019 to present

Helping our customers with strategy and design of world class technology solutions. Solutions based in the Birmingham AL area.

  • Escalated service desk support.
  • Engineering Task Force member
  • Design solutions and strategies for IT Service Management.
IT Support Manager

MSPARK INC. | BIRMINGHAM, AL | 10/2018 to 5/2019

Bringing my leadership and technical knowledge to build a customer focused support department for a national advertising company based in the Birmingham AL area.

  • Leadership of Help Desk staff.
  • Collaboration with Engineering and Development departments on multiple projects and initiatives.
  • Implemented new FreshService Help Desk software.
  • Identify common user complaints and work to prevent and streamline the support experience for users.
Senior Network Consultant

LEGAL CONCIERGE INC.  |  PARKER, TX  | 2/2018 to 10/2018

Combining my technical and project management skills to provide support for the nations' top law firms in proceedings throughout the US.

  • Project planning and implementation for full service 24/7 computer and network operations at temporary trial sites. Including setup and tear down.
  • Cost containment while providing top tier support services.
Director of Special Projects/VP of Technology

ECORE SOFTWARE INC.  |  DALLAS, TX  | 11/2015 to present

Bringing my knowledge of software and public safety operations to a software company focused on work force productivity and scheduling in the public safety sector.

  • Supervision of Help Desk staff and support team
  • Developed strategic plans for Disaster Recovery and Business Continuity
  • Implemented software error tracking system.
  • Physical to virtual conversion of most of the infrastructure
  • Identify bottlenecks and implemented new advanced firewall/threat appliances
  • Identify and mitigated SQL performance issues
  • Design, specify and supervise small team of in-house and overseas developers implementation of new features, etc.
  • Technical liason for high value customers
  • Increased revenue by implementing standardized fees for value-added services such as API, etc.
Director of Technology- US East Coast

FALCK  |  MONTGOMERY, AL  | 01/2006 to 11/2015

Began employment with Lifestar Response as a dispatcher in 2006. I quickly was promoted to Dispatch Supervisor, Communications Manager, IT Manager, Director of IT and Support Services and finally Director of Technology.  FALCK acquired Lifestar Response in 2010. In 2014 I was promoted to to IT Director for the US East Coast.  This allowed me to bring my technical leadership and business acumen to the other divisions of the company. Responsibilities during my time here included:

  • Supervised call center staff of approximately 30 employees in 3 geographic regions
  • Supervised staff of 3-4  technicians supporting the infrastructure and providing user assistance. Implemented Help Desk software for improved user support and issue tracking
  • Technical leadership in all areas of the company from Human Resources and scheduling to Billing and Collections
  • Managed a multi-state 24/7 mission critical network and computing environment consisting of approximately 35 sites, 100 servers, and hundreds of devices
  • Responsible for mobile communications contracts and vendors including cellular and RF based systems
  • Responsible for safekeeping of customer and patient data in compliance with HIPAA and other relevant laws and regulations. Oversaw comprehensive security effort including both technical and user-based training and education
  • Managed vendor contracts related to technology, telephony and some facilities and support areas
  • Capital expense planning and budgeting
  • Software licensing tracking and compliance
  • Oversaw company's business continuity planning and disaster recovery requirements
  • Hands-on technical leader. Mentors, coaches and leads by example
Other Experience
  • Network Administrator - 8 years  (Bank, Telecommunications Company, and Outsource Provider )
  • Sworn law-enforcement officer - 3 years  (Top graduate of academy)
  • Emergency Medical Technician - 5 years
  • Volunteer firefighter - 6 years
  • Board Member - Alabama Association of Ambulance Services ( Treasurer ) 3 years
  • Board Member - Maxwell Creek Homeowners Association (Currently serving)
  • President-Elect - Selma Civitan Club
  • Business Owner - 2 companies
    • The Computer Depot. During the last 2 years of high school.
    • Computer and Data Network Services. 1998-2001.  Lead consultant and managed 2-3 employees.