Intercom
Steve Taylor
IT Professional
Medina,OH
Summary
Experienced generalist bringing 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
25
25
years of professional experience
2
2
Certificates
Work History
Tech Director
Mosaic Wadsworth
Wadsworth, OH
11.2019 - Current
- Served as primary decision-maker for internal technology spending, creating budget guidelines to reduce waste and decrease unnecessary upgrades.
- Founded interdisciplinary technology review protocols to smooth departmental upticks in spending by better aligning purchase efforts with company-wide goals.
- Developed suggestions for technical process improvements to optimize resources.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Collaborated with leadership staff to determine appropriate budgets.
- Presented budget and business planning proposals to senior leadership, advocating for junior personnel needs and segment-wide business goals.
- Created engaging environment to foster sense of belonging for participants.
Owner
RocketMSP
Medina, OH
03.2017 - Current
- Applied current editing and photography tools to tell great stories.
- Wrote quality content for clients, enabling site visitors to quickly obtain information.
- Identified target audiences to analyze characteristics, behavior and media habits.
- Conducted online research to obtain relevant information and materials.
- Created content with SEO keywords drawn from Google Analytics.
- Analyzed conversion and bounce rates to measure success of content.
- Developed schedules for production, editing and duplication for timely delivery.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
Owner
Taylor IT Group
Medina, OH
10.2009 - Current
- Managed day-to-day business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Created and monitored promotional approaches to increase sales and profit levels.
- Provided front-end website development using WordPress, Elementor, Oxygen Builder, and other editing software.
- Implemented and assessed performance of SEO best practices.
- Designed responsive, mobile-first websites from design concepts.
- Referenced web analytics reporting to enhance designs and improve site performance.
- Hosted and maintained no fewer than 30 websites at a time since 2015 with 85% client retention.
Systems Engineer
Technology Management Solutions
Akron, OH
03.2006 - 09.2009
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Supported system users, educating end-users on troubleshooting and problem-solving protocols.
- Checked for accuracy and functionality during implementation of new systems.
- Documented system configuration, mapping and processes.
- Completed software updates and assessed security patches for optimized computer use.
- Assisted end-users with resolving network problems at remote locations.
- Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
- Analyzed security logs to determine and alleviate network threats.
Education
High School Diploma - Computer And Information Systems Security
Medina County Career Center
Medina, OH 06.2002 -
Skills
Helpdesk support
Strategic planning
Production improvements
Network configuration
User training
Technology planning
Customer Relations
Sales and marketing
Staff Management
Technical Support
Training and mentoring
Team Building
Complaint resolution
Account management
Typing Speed of 110 WPM
Software
HubSpot
Mixpanel
Vitally
Microsoft 365
Google Workspace
MacOS
Microsoft Windows
Slack
Discord
Microsoft Teams
Certification
CompTIA A+
Timeline
Tech Director
Mosaic Wadsworth
11.2019 - Current
Owner
RocketMSP
03.2017 - Current
Owner
Taylor IT Group
10.2009 - Current
Systems Engineer
Technology Management Solutions
03.2006 - 09.2009
High School Diploma - Computer And Information Systems Security
Medina County Career Center
06.2002 -
CompTIA A+
11-2001
Novell CNA NetWare 5
04-2001