The Farm Storage LLC - Mayville, Michigan
Co-Owner - November ‘24 - Current
C0-Founded and currently operating The Farm Storage LLC, providing secure large-item storage solutions while managing daily operations, customer relationships, facility maintenance, and business growth.
Day Family Farm LLC - Mayville, Michigan
Co-Owner - February ‘24 - Current
Co-Founded and currently operate an agricultural land rental and storage services business, providing secure storage solutions and managing all aspects of property maintenance, customer relations, leasing, and operational oversight.
Career Break - Mayville, Michigan
Caregiving / Bereavement - November '23 - February ‘24
Took a temporary career break to serve as the primary caregiver and healthcare coordinator for a family member following emergency heart surgery.
Acted as the primary point of contact between medical providers, hospital staff, rehabilitation facilities, and family members to coordinate treatment plans, discharge planning, and ongoing care.
Managed post-discharge care, appointments, medications, and recovery support to ensure a successful transition from rehabilitation to home care.
Assumed responsibility for day-to-day operations of the family farm and related business activities during the recovery period.
Oversaw property management, vendor coordination, maintenance activities, operational planning, and administrative responsibilities to ensure business continuity.
Demonstrated strong skills in crisis management, communication, problem-solving, scheduling, and operational leadership while balancing healthcare and business obligations.
National Technology Management - Bingham Farms, Michigan
Senior Service Delivery Manager - February '23 - November ‘23
Manage IT Support Team that consists of:
6 IT Support Technicians
Supporting ~ 100 Customers in the US
Responsible for interviewing and hiring new staff
Manage Deskside Support activities across multiple locations & states
Manage Technician Ticket Work (Requests & Incidents)
Manage Technician SLA's and KPI's (Requests & Incidents)
Responsible for Technician Performance Reviews
Responsible for Performing Staff Evaluations
Manage New Hire Hardware Deployment across multiple locations
Manage Hardware Refresh across multiple locations
Manage Hardware Imaging for PC Refresh & New Hire Deployment Activities
Manage Client Relationships
Implement Standardized Customer Support Processes
Implement Customer Self-Service Systems
Mentor Support Staff to Meet the Organizations Quarterly Training Goal’s
Allied Digital Services - Auburn Hills, Michigan
Service Delivery Manager - End User Computing Support - October '21 - February ‘23
Built Deskside Support / End User Computing Team that consists of:
4 Technical Team Leads
30 Deskside Support Technicians
Across 6 locations in the US and Canada
Lead Weekly Status Call
Develop Agent Training Tracking Matrix
Responsible for Agent Performance Reviews
Manage Desk-Side Technicians SLA's and KPI's
Manage New Hire Hardware Deployment across multiple locations
Manage Hardware Refresh across multiple locations
Manage Hardware End of Life Reclamation
Manage Hardware Imaging for PC Refresh & New Hire Deployment Activities
Partner with the Service Desk to improve quality of tickets being escalated
Partner with Asset Management to improve New Hire Deployment Process
Partner with Asset Management to improve PC Refresh Deployment Process
Responsible for an average of 1,600 Task and Incident Tickets Per Month
Perform Staff Evaluations
Responsible for interviewing and hiring new staff
ZF Group / WABCO North America - Auburn Hills, Michigan
Service Delivery Manager - Customer Care Center - January '19 - October ‘21
Manage the Customer Care Team that consists of:
2 Technical Support Team Leads
1 Commercial Sales Support Team Lead
16 Technical Support Agents
8 Commercial Sales Support Agents
Lead Weekly Status Call for the Customer Care Center
Responsible for Performing Staff Evaluations
Responsible for interviewing and hiring new staff
Assist in the Development of Department SLA’s and KPI’s
Hold Staff accountable to Meeting Departmental SLA’s and KPI’s
Perform SLA & KPI trending analysis
Developed Agent Score Cards
Developed Agent Skills Assessment Matrix
Developed Agent Training Tracking Matrix
Implemented Agent Case Reviews
Implemented KPI / SLA Dashboards
Implemented CSAT Survey
Designed and rebuilt Customer Care Center’s phone tree
Moved SLA’s to Green Levels for AHT, ASA, Aban, Max Delay, Availability and CSAT
SalesForce Report Creation to aide in SLA / KPI Reporting
Volkswagen Group of America - Auburn Hills, Michigan
Desk-Side Services - Service Delivery Manager - May '17 - December ‘18
Reworked New Hire Deployment Process to better meet customer needs and align with meeting SLA Requirements
Reworked PC Refresh Process to better meet customer needs and align with meeting SLA Requirements.
Managed PC Refresh Team though recovery of 300+ Past End of Life Assets
Managed Team in achieving 100% Green SLA's for the first time in 12 months - (9 Months in a row)
Managed 18 Desk-Side Technicians and 2 Technical Leads across multiple locations & states
Managed Desk-Side Support activities across multiple locations & states
Managed Desk-Side Technicians SLA's and KPI's
Managed New Hire Hardware Deployment across multiple locations & states
Managed Hardware Refresh across multiple locations / states and for field employees
Managed Hardware End Of Life Reclamation
Managed Hardware Imaging for PC Refresh & New Hire Deployment Activities
Supported Office 365 Role-out
Partnered with the Service Desk to improve quality of tickets being escalated
Partnered with Asset Management to improve New Hire Deployment Process
Partnered with Asset Management to improve PC Refresh Deployment Process
Responsible for an average of 1,600 Task and Incident Tickets Per Month
Performed Staff Evaluations
Responsible for interviewing and hiring new staff
Dart Container via Titan Technologies - Mason, Michigan
Manage Engine Service Desk Plus SME - August '16 - May '17
Assist in design, configuration, implementation and support of various ITIL processes.
ZOHO Manage Engine Service Desk Plus & AD Manager
Application updates, configuration enhancements and intergration
Incident & Problem Management
Asset & Configuration Management
Service Catalog Updates, Form Creation & Modifications
Request Fulfillment
Additional related ITSM project work
Palace Sports & Entertainment / Detroit Pistons - Auburn Hills, Michigan
Helpdesk Support Manager - July '14 - July '16
Managed Implementation of company’s first ticketing system
ZOHO Corp Manage Engine Service Desk Plus
Managed Implementation of company's first inventory control system
ZOHO Manage Engine Desktop Central
Managed Implementation of web-password management system
ZOHO Manage Engine AD Self Service
Managed Implementation of company's first Mobile Device Management system
Cisco Meraki
Managed Implementation of Bit Locker company wide for 300 Windows 7 workstations
Managed Implementation of Helpdesk Monitoring System using PRTG
Managed Implementation of Microsoft SCCM with a focused use of the following:
PC Imaging
PC & Mac Inventory
Microsoft Endpoint Malware & Virus Protection
Managed team through domain migration project (Server 2012 R2)
Managed team through Exchange migration (Exchange 2003 to Exchange 2013)
Managed team through Office 365 Migration, Implementation & Support
Implemented companies first Client PC Refresh Policy
Standardized companies Laptop & Desktop models to one of each
Managing team of 3 Help Desk Tech's
Managing team of 7 Event Support Tech's
Managing 1 Domain / Systems Administrator
Managing Domain & Help Desk operations
Managing support for 4 separate locations & the Detroit Pistons Basketball Ops Staff
The Palace of Auburn Hills
DTE Energy Music Theater
Meadowbrook Amphitheater
Freedom Hill Amphitheater
Managing support for 2 separate POS Systems
NCR / Quest - Concessions POS
NCR / Counterpoint - Retail POS
Managing support for Digital Menu Boards
PINGHD
Maintaining the security and operations for company Verizon Wireless account Details
Ypsilanti Community Schools via Washtenaw ISD - Ypsilanti, Michigan
Technology Services Supervisor / Server, Network Administrator & Helpdesk Support - April '14 - July '14
Managed Open Directory structure supporting 2,500 Apple endpoints.
Managed 5 Deploy Studio Images and 8 Deploy Studio Servers
Managed & providing daily direction to a team of 3 Desktop Support Tech’s
Managing LAN and Wireless Networks.
Managed & build iBoss Secure Web Gateway
Performed rebuild of Active & Open Directory structures to support 2,500 Apple and 1,500 PC endpoints.
Performed rebuild of 8 Apple Deploy Studio Servers
Performed rebuild of 6 Deploy Studio images, 5 OSX & 1 Windows 7 Pro.
Performed build of print server
ViSalus, Body by Vi 90 Day Challenge - Troy, Michigan
Desktop Support Supervisor / Manager - September '12 – March '14
Orchestrated technical details for company-wide move into new high-tech facility
Managed upgrade project to new ticketing system (ZOHO Manage Engine Service Desk Plus)
Managed upgrade project to new access management system (ZOHO Manage Engine Service Desk Plus)
Managed Domain & Desktop operations and changes as company grew from 50 to 500 employees in under a year
Managed & provided daily direction to a team of 4 Desktop Support Tech’s and 1 Domain Administrator
Managed & maintained digital signage system, collaborating with other departments for daily updates (Scala)
Managed Poloycom Video Conference Systems in 4 Conference Rooms
Oversaw technical details for company meetings and events for up to 300 people across multiple locations
Maintained the security and operations for company wireless account
Implemented web-password management system (ZOHO Manage Engine AD Self Service)
Implemented inventory control system (ZOHO Manage Engine Desktop Central)
Implemented On-Call Emergency Schedule for Techs to better serve end-users Details
ViSalus, Body by Vi 90 Day Challenge - Troy, Michigan
Desktop Support Team Lead / Network Admin - August '11 – September '12
2nd Person hired by newly formed IT Department
Created a well-orchestrated plan for frequent suite moves during rapid company growth
Managed company hardware purchases of up to $30,000 per month
Assisted is planning and implementations for company infrastructure
Managed technical operations for 300 agent call center
Hired and led team of 5 Desktop Support Tech’s
Developed access management processes
Developed technical procedures for company meetings and events
Implemented company’s first ticketing system
Relied upon by leadership 24 x 7 for any emergencies Details
Ford Motor Company - Dearborn, MI
Digital Worker - ePOD Project Analyst - September '10 – August '11
Managed program general information & enrollment website
Managed community support & learning resources
Ensured communication services for the user community was operational
Managed internal informational & support website
Supported user ePOD Community Support Forum Details
XO Communications - Small Business Services - Saginaw, Michigan
Hosted IT Solutions Provisioning / Project Management - May '08 – September '10
Implemented sales engineering process for Hosted IT Solutions
Implemented support model for Hosted IT Solutions
Implemented Hosted IT Solutions Provisioning Department
Wrote support documentation for customer care agents
Wrote Knowledge base articles for customer help pages
Responsible for 80 companies’ migrations to Hosted Exchange
Managed Relationship between customer support and 3rd party vendors
Suggested & managed many product improvements Details
XO Communications - Saginaw, Michigan
Technical Support Rep II - Ticket Management Team - January '08 – May '08
Recognized and escalated bugs within the website hosting environment.
Handled technical support escalations from management and the sales department.
Resolved advanced customer email & website issues Details
XO Communications - Saginaw, Michigan
Technical Support Agent - April '07 – December '07
Inbound customer care agent
Provided temporary technical support lead support
Assisted in training new customer care agents
Promoted from Standard Support to Premium Support in July ‘07 Details