Kody Parton

• Performed root cause analysis to provide resolutions for production issues.
• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Analyzed security logs to determine and alleviate network threats.
• Act as the highest escalation point for the service desk organization, providing support in troubleshooting critical issues and coordinating vendor support.
• Collaborate on projects assigned by the Solutions Director and document all escalated incidents and problems.
• Contribute to the global knowledge base by documenting known problems and solution procedures.
• Communicate regularly with service desk teams, providing status updates and feedback during investigations.
• Identify and promote supporting technologies to extend company resources.
• Drive and validate vendor-focused technical solutions for SHI Customers.
• Stay updated with current hardware and software industry offerings to drive solutions that meet customer requirements.
• Serve as a mentor and trainer for team members in technical-oriented roles.

• Managed portfolio of 31 clients totaling over $160,000 in MRR
• Built and fostered strong relationships while providing leadership by driving IT strategy and best practice alignment
• Provided mentorship and guidance to Technical Account Managers while working shared accounts
• Built and maintained technology budgets for multiple entities
• Reviewed multiple client infrastructures and advised on industry and security best practices
• Owner and driver of technology strategy for over 31 unique client infrastructures
• Coordinated with multiple clients to plan and execute several high-level projects within very short timeframes.

2020 | Promoted from Deployment Engineer to Assistant Director of Operations

2021 | Role change from Assistant Director of Operations to Infrastructure Manager

• Oversaw team of 6 systems engineers to support disparate technology infrastructures at over 80 school districts
• Maintained detailed application catalogue including installation, customization and removal scripts for the following operating systems: iOS, iPadOS, macOS and Windows
• Provided operational efficiency using automation (bash, Powershell)
• Wrote instruction manuals and technical guidance for preventive maintenance of JAMF, Mosyle and Intune tenants.
• Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
• Monitored and coordinated workflows to optimize resources.
• Responded to and remedied critical issues that could not be addressed by technicians.
• Coordinated infrastructure maintenance projects, defined scope and managed milestones.
• Monitored, managed and proactively maintained over 80 unique Meraki networks comprised of firewalls, switches and access points.
• Defined, implemented and revised operational policies and guidelines to effectively support ~15,000 unique identities across ~70 G-Suite for Education and Azure AD client tenants.
• Defined, implemented and revised operational policies and guidelines to effectively drive endpoint management for ~11,000 unique endpoints within the following MDM Systems; JAMF, Intune, Mosyle, G-Suite
• Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.

• Managed team of 4 team managers and 20 remote call center agents
• Worked directly with CFO to evaluate and replace antiquated technologies and processes critically impacting business workflows
• Redesigned support and call center workflow for maximum efficiency
• Project Lead for Sophos MDM to VMWare Airwatch migration for over 5000 devices
• Planned, implemented and trained staff on ITGlue knowledge management tool
• Planned, implemented and trained staff on Microsoft Teams for unified communications and collaboration
• Developed KPIs for support team and individual contributors
• Mentored staff and provided guidance and training on new applications and processes
• Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvements.
• Contributed strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Assisted in recruiting, hiring and training of team members.

• Managed team of 6 remote engineers in United States and India
• Worked directly with CEO to establish company practices
• Worked with C-Level contributors of many organizations to discuss technology strategy and process improvement
• Key Contributions:
• Redesigned service offering price structure yielding increase of client base by over 100% within 6 months
• Worked with engineering staff to redesign client onboarding processes
• Worked with development team to identify and automate onboarding tasks
• Developed KPIs for support team and individual contributors
• Developed meeting structure utilizing Level 10 format to increase efficiency
• Mentored staff and provided guidance and training on new applications and processes

• Oversee Professional Services staff as well as develop departmental and company-wide standard operation procedures
• Established Microsoft Partnership to allow for direct reselling of cloud based products to allow for automation of user provisioning, tenant management and billing resulting in a 15% revenue increase in managed licensing services.
• Developed routine systems maintenance schedule and checklist for all internal and client server systems and platforms
• Leveraged vendor and partner relationships to develop new, cost effective product offerings
• Developed certification and training plan for Professional Services team members
• Automated employee maintenance tasks both internal and client facing using Powershell

2013| Promoted from Service Desk Technician to Field Operations Manager

2014 | Promoted from Field Operations Manager to Director of Service Delivery

• Oversaw team of 14 help desk and field technicians to support technology infrastructures at over 30 school districts
• Primary administrator for SCCM/MDT and MDM platforms for all clients
• Implementation specialist and subject matter expert for all MDM/MAM platforms
• Engineered and implemented action plan for automating device deployment utilizing SCCM
• Engineered and implemented patch management strategy for all client locations
• Maintained multiple application catalogs including version control and automated deployments
• Maintained multiple Operating System images and volume license information for all clients
• Coordinated with multiple clients to plan and execute multiple high-level projects within very short timeframes.