Professional Summary
Service Desk and IT Operations Manager with 15+ years of experience in MSP and Healthcare IT environments. Proven leader in building high-performing service teams, improving processes, managing escalations, and driving customer satisfaction. Strong technical foundation in networking, server administration, and cloud technologies with hands-on experience in both management and engineering roles.
Core Competencies
- Service Desk Leadership & Team Management
- MSP Operations & Ticketing (ConnectWise Manage)
- Customer Relationship Management
- Process Development & Knowledge Base Creation
- Network Design & Infrastructure Support
- Project Oversight & Utilization Reporting
- Escalation Support & Troubleshooting
- Sales Engineering Support
Professional Experience
MSP (2022-Present)
Service Desk Manager
- Lead and manage Service Desk team, ensuring proper documentation and resolution of customer issues.
- Maintain accurate customer data and service records in ConnectWise Manage.
- Track ticket progress, establish productivity metrics, and generate performance reports.
- Serve as escalation point and assist in advanced troubleshooting when needed.
- Manage customer relationships through consistent communication and service follow-up.
- Develop Service Desk policies, procedures, and internal knowledge base.
- Support onboarding of new customers and services.
- Assist with vendor partnerships (Microsoft, WatchGuard, Trend Micro, Poly, Digium, VMware).
- Ensure accurate and timely billing for service work.
- Design network solutions for existing clients and provide sales engineering support.
Another MSP (2013-2021)
Service Manager Feb 2020 – Dec 2021
- Designed and implemented tiered ticket management system with Team Lead structure.
- Managed daily service board operations, escalations, and utilization reporting.
- Oversaw transition to nearly 100% remote workforce.
- Managed service staff, consultants, project oversight, budgeting, and reporting.
- Maintained strong client relationships and reviewed service survey feedback.
Field Engineer Oct 2013 – Feb 2020
- Provided onsite and remote support for 100+ SMB clients.
- Troubleshot LAN, WLAN, VPN, VLAN, DHCP, DNS, and TCP/IP issues.
- Administered Active Directory, Exchange, and Microsoft 365.
- Configured routers, WAPs, managed switches, and VoIP systems.
- Performed Exchange to 365 migrations and workstation deployments.
Dental Office (2007-2013)
Lead EDR Technician
- Supported Electronic Dental Record infrastructure across multiple offices.
- Managed deployment of EDR and IT installations for office rollouts.
- Provided technical documentation and research for new technologies.
- Supported digital imaging systems and Citrix thin clients.
- Managed project tracking and Agile-based deliverables.
Certifications
- Microsoft Certified Systems Engineer (MCSE)
- CompTIA A+
- HDI Desktop Support Manager
- Healthcare IT Technician
Technical Skills
- Windows Server (2003-2019), Microsoft Exchange, VMware
- DNS, DHCP, TCP/IP, VPN, VLAN
- Active Directory & Group Policy
- ScreenConnect, ConnectWise Manage
- Network Infrastructure & System Administration
