Todd Alley
About Todd Alley
Todd Alley is the Manager of Client Services at Emtec Inc., where he has worked for 13 years. He holds multiple IT certifications and oversees support operations for over 600 users, managing a team across North America and India.
Work at Emtec
Todd Alley has been employed at Emtec Inc. as the Manager of Client Services since 2011. In this role, he manages support staff across three different support desks, providing senior support experience and troubleshooting for customers. He oversees an internal IT support center that serves over 600 users and a managed services desk that offers support and administration to clients. Additionally, he is involved in building and evolving processes for the support centers, ensuring efficient operations and high-quality service delivery.
Education and Expertise
Todd Alley has a strong educational background in ITIL methodologies and database administration. He achieved ITIL certification and studied at various institutions, including ITIL Essentials and BMC San Francisco, where he became an Administering ARS 7.5 Certified Administrator in 2010. He also holds a Remedy ATS certification from BMC Baltimore and a Crystal Reports ACE from Crystal Toronto. His studies at Herzing Career College focused on Computer Science, Database Administration, and Business Management.
Background
Todd Alley has a diverse background in IT support and management. He has accumulated extensive experience in supporting various operating systems and software, including Windows, MAC OS, MS Office, MSSQL, Oracle, and SAP Crystal Reports. His career spans over two decades, with a focus on client services and support management. He has developed a comprehensive knowledge base through tools like Remedy and Right Answers, which aids in delivering effective support solutions.
Achievements
In his role at Emtec, Todd Alley acts as an escalation manager for all clients, ensuring that incident resolutions are delivered within established service level agreements. He is responsible for managing 24/7 schedules for a team of over 20 employees located throughout North America and India. His leadership in managing support staff and evolving processes has contributed to the efficiency and effectiveness of the support services provided by Emtec.