WORK EXPERIENCE
MSP (2022-Present)
Operations/ Client Success Manager
- Act as point of contact for 300+ client organizations and serve as liaison between technical teams and business stakeholders to ensure successful project/service delivery.
- Oversee our team of support staff, manage SLAs for compliance, and set objectives/core strategies for optimizing workflow and profitability using RMM, SaaS, ERP solutions and multiple product suites.
- Coordinate and handle resolutions for tier II-III technical support for multiple business applications, TCP/IP issues etc, ensuring timely resolution while maintaining SLAs, handling technical support myself as necessary.
- Provide oversight and management for improved client satisfaction/retention strategies, coordinate on-site deployments/maintenance, and oversee general operations/product roadmaps.
- Configure and actively manage the company’s service desk platform, establishing efficient ticket escalation procedures and support documentation processes, also manages on-site visits/scheduling and chain of custody.
- Create and maintain knowledge base articles to improve helpdesk efficiency and client self-service capabilities.
- Deployed and actively manage a comprehensive cybersecurity training program compliant with federal standards
- (FedRAMP/NIST) for 35+ clients, conducting regular risk assessments and monthly evaluations with stakeholders.
Health System (2018-2022)
Project Intern
- Worked with the Director of Service Delivery to quantify the scalability and status of the Northwell EMR application, aiming to provide more stability in the EMR overall to coordinate for increased usage.
- Facilitated communication between technical teams, management, and end users to resolve operational challenges, and oversaw data entry processes while maintaining compliance with patient privacy regulations.
- Created detailed documentation for system processes and user-reported issues
- Participated in routine meetings with subject matter experts and physicians to understand user experience, gather feedback, and to evaluate future scalability as well as potential new features for the application.
CVS Health (2021-2022)
Pharmacy Technician – Inventory Specialist
- Oversee all transaction logs for prescriptions, count inventory, confirm final sales numbers on registers.
- Maintained a 95%+ personal customer satisfaction rating and raised the store’s overall rating by 15%
EDUCATION
- Bachelor of Science (B.S), Information Technology – Concentration in Network Security & Data Analytics
- 8 GPA, 3x Dean’s Honor List and Presidential Honor List recipient
CERTIFICATIONS, SKILLS
- Certifications: Certified Microsoft Office Specialist: Word, PowerPoint, and Excel
- Skills: Experienced with multiple SaaS, RMM, and BPaaS tools (Sherpadesk, Kaseya, Pax8, Jira, and more) Proficient in Java, C# and SQL, skilled in strategic planning, technical problem solving, customer relationship management, end-user support, customer negotiations/sales, project optimization, easily adaptable to new software solutions
