Summary
Overview
Work History
Education
Skills
Affiliations
References
Certification
Timeline
Generic
Keith Ogden

Keith Ogden

Riverview,FL

Summary

Systems Service and Support Engineer with over five years of experience. Skilled in remote troubleshooting, SQL database management, Active Directory administration, and cloud service deployment, I excel in optimizing ticket systems and enhancing client satisfaction. Proven ability to enhance client satisfaction and streamline operations through innovative solutions and scripting expertise. Adept at managing endpoints, configuring networks, and deploying security protocols.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Systems Service and Support Engineer

TechFusion, Inc.
Tampa, Florida
08.2018 - 02.2025
  • 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
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs
  • Connected to client computers and servers using remote link to install programs and applications
  • 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, Visio, 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

Retail 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
  • Troubleshoot IT Hardware/Software issues
  • Establish automated workflows and processes to increase profitability and cut cost
  • Manage a team of 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
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products

Assistant Retail Sales Manager

G. Fried Flooring America
Tampa, Florida
03.2013 - 06.2017
  • Trained and developed new employees for ease of transition into team
  • Created retail price tags labels for merchandise from cost spreadsheets calculating targeted profit margins
  • Consulted with home and business owners to determine floor covering needs and guided them through product selection sales presentation, product ordering and installation
  • Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets

Sales Associate

G. Fried Flooring America
Tampa, Florida
01.2012 - 03.2013
  • Consulted with home and business owners to determine floor covering needs and guided them through product selection sales presentation, product ordering and installation
  • Engaged with customers to build rapport and loyalty.
  • 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
  • Grew 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 worked with 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
  • Explained menu items and suggested appropriate options for food allergy concerns
  • Worked with POS system to place orders, manage bills, and handle complimentary items
  • Cultivated warm relationships with regular customers
  • Bussed and reset tables to keep dining room and work areas clean

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
  • Tested and installed motherboards, processors, and graphics cards on desktops and laptops

Education

B.A.S. Technology Development & Management -

St. Petersburg College
St. Petersburg, Florida
12.2017

A.A. Business Adminstration -

Hillsborough Community College
Tampa, Florida
05.2004

Academy of Engineering Technology -

Tampa Bay Technical High School
Tampa, Florida
05.1998

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 - 02.2025

Retail 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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Keith Ogden