Jim Hetzel

Experience

• 

  National Support Center Inc

  Jan 2002 - Mar 2004

  Level II Call Center Support Engineer

  Mid-Level technical support for: CDW, BFG Technologies, Belkin, Motorola, Westell companies.

• 

  FTD Companies

  Mar 2004 - Dec 2006

  Lead Technical Support Engineer

  Lead BETA Engineer with FTD Development Department. As (LE) handled support requests for all locations enrolled in FTD’s BETA edition software program. Handle escalations from technical support staff peers.

• 

  Bone and Joint Physicians

  Jan 2007 - Mar 2017

  Sr. Network System Administrator

  Senior Administrator for medical practice overseeing all aspects of IT. Responsible for all technology, budgets, purchasing, staffing related to technology. • Managed 4 Office Networks (WAN and LAN), 130+ Windows PCs, 10+ Windows Servers • Managed internal PACS (Patient Image Archive)

• 

  FirstComm

  Mar 2017 - Apr 2024

  Manage a team of Sales Engineers that offer Pre-Sales Engineering as Post Sales Support to our Sales Division, Channel as other business partners. As the lead Sales Engineer I assist the sales team to drive revenue by helping to qualify accounts, answering RFP/RFI, preparing and delivering solution-based product presentations, producing customer network/solution diagrams. I specialize in successfully closing sales for UCaaS, CCaaS, SaaS, SD-WAN, and Managed Security solutions. Demonstrate FirstComm products and services. Ensure that all customer solutions meet or exceed customer requirements while complying with all technical, product, and financial requirements. Assist product and development teams in generating, testing or modifying products. Work with Marketing to complete white papers, collateral, and external training material. I am also responsible for handling technical questions or issues that arise during a sales cycle while setting the appropriate customer expectation. • Managed National Team of 5 Sales Engineers • Sales Engineer for Direct, Indirect, Account Executives, and Wholesale Sales Teams • 20 Different Product Offerings • Lead internal training classes for various Sales Teams • Onboard new Sales Employees • Statement of Work creation Show less Lead a team of technical resources (directly/indirectly) to deliver managed services solutions. Point of escalation for the team as well as the lead technical resource for Sales Engineers staff. Responsible for managing and developing direct reports including the creation of training plans, coaching for improvement and addressing performance concerns. Responsible for hiring and scheduling personnel, as well as department budgets. • Migrated Hosted Voice Base from Broadsoft to MetaSwitch (11000+ Seats) • Deploy and Manage All Firewalls, Cloud and On-Premise • Onsite and Webinar Customer Training Show less

  • Director of Sales Engineering

    Dec 2019 - Apr 2024

  • Manager of Managed Services

    Mar 2017 - Dec 2019
• 

  Trif Technologies Inc

  Sept 2024 - now

  System Engineer III

  I have successfully managed and executed end-to-end installation, configuration, diagnostics, and troubleshooting of various network and IT systems, both on-site and remotely. My experience includes deploying and supporting networking infrastructure such as routers, firewalls, VoIP systems, ISP connectivity, DNS, and domain registrants, as well as managing switches, wireless devices, and network cabling. I have also provided comprehensive support for end-user devices, including Windows and macOS PCs, laptops, smartphones, and tablets, while addressing OS-related issues. Additionally, I have deployed and managed a wide range of security solutions, including AV, EDR, XDR, MDR, vulnerability scans, and RMM/SOC services. I am well-versed in server and cloud technologies, including the installation and support of Windows Servers, Exchange, Active Directory, Office 365, and backup/recovery systems. In collaboration with sales teams, I have designed tailored technology solutions, provided project scoping and pricing, and delivered clear proposals to clients. Throughout all projects, I have led the planning and execution process, working closely with engineering teams to ensure timely and cost-effective delivery. Show less