Keith Ogden
Riverview,FL
Summary
Dynamic Systems Service and Support Engineer with proven expertise at TechFusion, Inc. in ticket management and remote troubleshooting. Adept at SQL database management and RMM scripting, I successfully enhanced client satisfaction through innovative solutions, driving operational efficiency and fostering strong relationships with diverse business clients.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Systems Service and Support Engineer
TechFusion, Inc.
Tampa, Florida
08.2018 - Current
- Manage ticket system and support call desk for multiple business clients, with over 1,000 workstation and server endpoints
- RMM / CRM experience with Datto, AutoTask, Kasya and Pulseway
- Active Directory administration (Create and maintain employee profiles including, Exchange Server deployment, management and migration
- Creation, modification, and deployment of RMM scripts to monitor managed servers and workstations
- Use of Group Domain Policy and Security Groups to deploy targeted drive mapping, file share permissions and software including RMM tools during on-boarding of new clients
- Troubleshoot support requests remotely and onsite
- Update SQL database records and create queries for mass data importation, exportation and Microsoft Reporting Services
- Deployment and management of Windows Servers 2022, 2019, 2016, 2012 and 2008 on bare-metal, hypervisors in on-prem and cloud environments
- Office365 and Exchange Online tenant setup, hybrid deployments and email migrations between on-prem, cloud and G-Suite
- Configure DNS for email delivery, email filtering, SPF, DKIM, and DMARC
- Cloud server configuration, deployment and data migration
- Experience with database software including Tigerpaw, RFMS, Sage QuickBooks, Pontem, Great Plains, Microsoft Dynamics
- Experience with configuration and management of enterprise routers including Cisco Meraki, Sonic Wall, Cyberome, Ubiquity and Sophos
- Establish site-to-site VPN and client VPN connections
- Create virtual cloud and on-prem networks and create secure encrypted RDP servers and client connections
- VoIP – Create and manage cloud PBX systems and SIP accounts
- Create and manage advanced call flows, phone menu options
- Provision VoIP telephones (Yealink, Poly, SNOM, etc.) for use with cloud PBXs on 3CX and Nextiva with SIP Trunks (CallCentric, SkyeTel, etc), and number porting
- Taylor licensing to clients needs for Microsoft 365 products (Exchange Online, Apps for Business, Teams, E3, E5, Teams, Project, Viso, SQL Server, SPLA RDP, etc.)
- Experience with MS-Visual Studio, C#, Visual Basic, Python, Java, PowerShell, Exchange & Exchange Online PowerShell, Adobe Creative Cloud, QuickBooks, Kali Linux, Ubuntu, Linx Mint, Red Hat, BIOS, UEFI, Esxi, Hyper-V, VMWare ESXi, VS-Sphere, ProofPoint, MS-Defender, Vipre, WebRoot, SentinalOne, ESET
Retails Sales Manager
G. Fried Flooring America
Tampa, Florida
06.2017 - 09.2018
- Developed and managed marketing campaigns via social media, email and mail
- Manage social media content on multiple platforms
- Facebook/Instagram/Pinterest
- Troubleshoot IT Hardware/Software issues
- Establish automated workflows and processes to increase profitability and cut cost
- Manage a team of 2-3 employees ensuring individual, department, and company financial goals are met
- Cultivate and educate new employees to become more productive sales associates through product knowledge and benefit analysis
- Supervise daily sales operations ensuring all policies and procedures are followed
- Audit sales portfolios to ensure accuracy and profitability
- Maintain a professional and organized showroom to enhance profitability
- Manage relationships with manufacturers which include determining promotional materials and events, organizing displays, and negotiating pricing
- Handle escalated customer service complaints
- Monitor and analyze calls to ensure established call criteria is met, recognize above and below standards
- Perform a range of sales-related documentation including generation of sales reports, individual and team sale charts, and progress reports to show the growth and development of the sales associate’s performance and coached associates to improve closing ratio and add profitability
- Led team of sales associates to sell $2.5 million in flooring products and installation annually
Assistant Retail Sales Manager
G. Fried Flooring America
Tampa, Florida
03.2013 - 06.2017
- Assisted Sales Manager and sales staff with day to day operations
- Handled escalated customer service complaints
- Created retail price tags labels for merchandise from cost spreadsheets calculating targeted profit margins
- Consulted with homeowners to determine floor covering needs and guided them through product selection sales presentation, product ordering and installation
Sales Associate
G. Fried Flooring America
Tampa, Florida
01.2012 - 03.2013
- Consulted with homeowners to determine floor covering needs and guided them through product selection sales presentation, product ordering and installation
- Acquired new clients through outside networking groups such as B.N.I (a weekly group of diversified professionals in a multitude of trade spheres who actively refer clients to each other on an ongoing basis.)
- Multi-tasked with the result of assisting sales associates, managers, clientele
- Discovered unanticipated needs that allowed for up-selling leading to higher sales volume and profit while enhancing customer satisfaction
Medical Sales Representative
Analgesic Healthcare
Tampa, Florida
11.2010 - 12.2011
- Built and maintained a book of business of hundreds of clients including Chiropractors, Medical Doctors, and Physical Therapist
- Quickly adapted to the healthcare industry and gained knowledge of health insurance programs and provisions
- Communicated with doctors to determine the proper medical equipment needed to effectively treat their patients and educate them on equipment protocols
- Provided follow up with each doctor to ensure satisfaction of service and patient and to discover referral opportunities with colleagues
- Assisted the company’s IT department by helping innovate and design software improvements to critical systems that are in use by all sales representatives and management
- Regularly sought by management to creatively motivate sales team, with inspirational quotes and role playing scenarios
Sales Manager/ Sales Associate
Flooring America
Tampa, Florida
03.2004 - 11.2010
- Multi-tasked with the capability of assisting a team of sales associates, managers, clientele
- Able to address unanticipated questions that need delicate attention to retain customers changing needs and demands
- Acquired new clients through outside networking groups such as B.N.I (a weekly group of diversified professionals in a multitude of trade spheres who actively refer clients to each other on an ongoing basis)
- Analyse a range of sales-related documentation including generation of sales reports, individual and team sale charts, and progress reports to show the growth and development of the sales associates’ performance and advised associates on how to improve closing ratio and add profitability to the store
- Cultivated and educate new employees to become more productive sales associates through product knowledge and benefit analysis
- Led a team of sales associates to sell $175,000 in flooring products and installation services in a single day (a company record high for single day sales)
- Increased sales volume and profitability at a location which was under-performing prior to my leadership
- Created templates and macros to benefit the entire company by producing professional signs, labels and price tags, at a lower cost than outsourcing
Server and Bartender
Tia's Texmex & Rio Bravo
Tampa, Florida
11.2000 - 08.2004
Computer Technician and Network Administration
Microstar Computer Services
Tampa, Florida
06.1995 - 11.1998
- Built, sold, and upgraded customized personal computers to meet the needs of clients
- Performed in store and on-site computer diagnostics repair and network support for retail and business clients
- Assisted clients in purchase of complete computer systems, parts, network equipment, and software
Education
B.A.S. Technology Development & Management -
St. Petersburg College
St. Petersburg, Florida12.2017
A.A. Business Adminstration -
Hillsborough Community College
Tampa, Florida05.2004
Academy of Engineering Technology -
Tampa Bay Technical High School
Tampa, Florida05.1998
Skills
- Ticket management
- Active Directory
- Remote troubleshooting
- RMM scripting
- Cloud service deployment
- SQL database management
Affiliations
- B.N.I. Business Networking International, 02/01/12 - 09/01/18, Floor Covering Chair, 02/01/07 - 11/01/10
- Brandon Chamber of Commerce, 02/01/12 - 09/01/18, Representing Flooring America, 08/01/04 - 11/01/10
- Brandon Chamber of Commerce, 08/01/05 - 05/01/06, Leadership Brandon Program
References
Available upon request
Certification
- 3CX Advanced Certified
Timeline
Systems Service and Support Engineer
TechFusion, Inc.
08.2018 - Current
Retails Sales Manager
G. Fried Flooring America
06.2017 - 09.2018
Assistant Retail Sales Manager
G. Fried Flooring America
03.2013 - 06.2017
Sales Associate
G. Fried Flooring America
01.2012 - 03.2013
Medical Sales Representative
Analgesic Healthcare
11.2010 - 12.2011
Sales Manager/ Sales Associate
Flooring America
03.2004 - 11.2010
Server and Bartender
Tia's Texmex & Rio Bravo
11.2000 - 08.2004
Computer Technician and Network Administration
Microstar Computer Services
06.1995 - 11.1998
B.A.S. Technology Development & Management -
St. Petersburg College
A.A. Business Adminstration -
Hillsborough Community College
Academy of Engineering Technology -
Tampa Bay Technical High School
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