At ClearConnect, I manage service delivery across two help desks during an acquisition, overseeing technicians, service performance, and customer and technical escalations. I created and lead the Acquisition Operations Team and am integrating the acquired company's workflows into Autotask PSA and the Kaseya ecosystem.
At AlwaysOnIT, I expanded the help desk from two technicians to a distributed seven-person team and extended daily service coverage from nine to 12 hours. I also launched a replacement service desk environment using ConnectWise PSA and ConnectWise RMM, rebuilding ticketing workflows and operational reporting.
