Career
Record

IT Support Supervisor • Help Desk Manager • Team Lead

InMotion Hosting, Virginia Beach, VA

• Supervise and mentor 8–15 representatives across Tier 1, Tier 1 Expert, and Advanced Product Support, coaching on troubleshooting, product knowledge, and customer service
• Founded and led the company’s dedicated support ticketing team, cutting average first reply time from 45 hours to 9 hours in its first phase
• Rebuilt queue operations end to end, lifting SLA attainment from 32.3% to 76.3% and cutting 24-hour-plus outlier tickets by 91% in a single year
• Support Linux, Apache, MySQL, and PHP environments across shared, VPS, and dedicated hosting; resolve DNS, email delivery, and server configuration issues
• Manage escalation workflows for technical, billing, policy, and customer service issues against defined SLA targets
• Own help desk scheduling and coverage across shifts and peak demand; report call center KPIs to leadership on a two-hour cadence
• Created a peer-led gap training program in which team members identify their own skill deficiencies, lead the sessions, and document learnings in a shared repository
• Designed an agent performance metrics tracker to score and rank productivity, enabling data-driven coaching and accountability
• Author and administer performance reviews, improvement plans, and disciplinary actions in alignment with HR policy
• Audit timecards, PTO, holiday pay, and leaves of absence for payroll accuracy and FMLA compliance under Virginia and Colorado employment law
• Conduct full-cycle recruiting including screening and interviews; partner with HR on onboarding and workforce planning
• Manage 55–60 contract clients daily with accounts valued from $200 to $30K annually and data environments from 2GB to 1TB
• Represent front-line support perspective in dedicated and commercial server Product Lifecycle Management meetings

Manager, B2B & Retail Parts Sales

Advance Auto Parts, Smithfield, VA

• Managed business-to-business and retail parts sales, commercial accounts, credits, and refund authorization
• Oversaw inventory valued between $750K and $1.5M, reporting positive and negative shrinkage
• Ran logistics: manifests, returns processing, replacement ordering, and removal of recalled or discontinued stock
• Dispatched delivery drivers and maintained merchandising to planogram and campaign standards

Mechanical Line Technician, Team Lead

Greenbrier Dodge of Chesapeake (now Southern Auto Group), Chesapeake, VA

• Supervised four line technicians and controlled workflow routing based on qualification and certification level
• Specialized in transmission overhaul, engine and electrical diagnosis, and drivability and engine management repair
• Trained staff on dealership systems, diagnostic software, special tools, and proper diagnostic method

Technician

First Team Automotive Group, Chesapeake, VA

• Diagnosed and repaired Dodge, Chrysler, and Toyota vehicles, specializing in electrical systems, vehicle communication networks, and transmissions
• Educated customers on repairs and why specific steps mattered
• Maintained shop computers: updates, troubleshooting, malware removal, and Windows module repair

Mechanical Technician

Greenbrier Chrysler, Chesapeake, VA

• Line technician specializing in transmission overhaul, electrical and drivability diagnosis, drivelines, and differentials

Additional roles

• Mechanical Repairs Team Leader, Hall Automotive — five years managing a production team’s workflow, productivity, and service quality
• Line Technician, Beach Ford — one year

Fire Controlman, United States Navy

NATO Sea Sparrow Missile System technician. Honorable discharge as FC3.

• Troubleshooting, operation, repair, and maintenance of fleet combat missile and gun systems
• Fire Controlman ‘A’ School, Great Lakes, IL; MK 92 Gun Fire Control System ‘C’ School, Dam Neck, VA

Full service record →