Technology Leader with hands on experience in both Managed Services and Internal Support roles. Passionate about people, culture, and career development. Experienced in team building, process development, and client management.
Skills
ServiceNow, Windows Operating system, SonicWALL/Cisco Equipment, KnowB4/Webroot, ConnectWise, Mac OS, Appriver/Mimecast, Office 365 suite, Halo PSA ,Linux OS, Intermedia/3CX/Mitel PBX, Azure/AWS cloud, Windows Server OS, Active Directory/Entra ,SQL Server, ISE SSL Certification, QuickBooks, Sage ERP, Epic, VMware/Hyper-V, Client Relationship, Management Problem Solving, Team Leadership
Job Experience
MSP (2025-Present)
Service Desk Manager
- People Management, Metrics/KPI, Process Improvements/documentation, Client Relationship
- People Management: As the Service Desk Manager, I have been responsible for the oversight as well as the development of the team. In my time at Lerner Solutions I was able to make process and workflow changes, as well as train team members which increased Team effectiveness. As well as implemented new processes to raise accountability and transparency for each team member.
- Metrics/KPI: When I was brought on there were no Metrics or KPIs for the team, I quickly worked to create, document, and implement Metrics and KPIs for the team. I created reporting, scorecards, and regular touchpoints to keep the team knowledgeable and accountable to their numbers. These efforts lead to a 25%
- increase in productivity in both billable time and ticket closures for the team.
- Process Improvement/Documentation: One of my primary focus was to create SOPs for the department and help build the maturity of the company. I was able to build from the ground up a new ticketing workflow that allowed the team to work more freely and become more efficient. I also built, documented, and trained the team on new processes including, Ticket hygiene, On-Call expectations, SOP creation, Drive usage, Effective communication, and rolled out Level 10 style meetings. Another Major focus was to Design and implement a Document library which was accomplished by making a Shared drive for the team to use as well as building out Hudu to manage client KBs.
- Client Relationship: I was a key player in the client meeting and relationship process. I was responsible for reporting regularly to clients with status updates on their open tickets, aged tickets, Stuck tickets, as well as work with the clients to design processes that would enable the service desk team to work more efficiently with their internal teams.
Another MSP (2021-2025)
Service Delivery Manager
- Client relationships, Team Metrics, Employee Career Development, and Technical/Process Improvements.
- Client Relationships: As SDM I was responsible for the quality of support that was provided to the clients. I would support up to 70 clients at a time that would fall under Healthcare, Banking, Law, Non-profit, manufacturing, and property management. One of the KPIs was customer satisfaction score (CSAT) that was achieved by the team. The target being between 100% and 95%. My team over the years was able to achieve a CSAT score that was within target month over month. Client touchpoint meetings also were a regular duty.
- They would include re-occurring touchpoints to review service metrics and quality which would include ticket reviews, SLA/SLO achievement, project management, and future planning. There would also be Business
- Reviews, which I would participate in as Sales support. Which would include talking to the client about their upcoming goals and wishes and work with them to outline how we could help get them to complete those goals.
- Team Metrics/Career Development: While working I had 15 that would range a range from System administrators up to System Engineers. It was a primary focus to help coach, lead, and build the team in a way that would see each person grow both from the metric/KPI standpoint but also from a technical and process standpoint. This included 1 on 1 meetings, morning and evening stand up meetings, weekly team meetings, and one-off coaching opportunities. I always make sure to build up the person as well as the employee to help build a collaborative and trusting environment.
- Technical/Process improvements: Starting as an SDM I came on to a team that had 600 open tickets with nearly 80% being aged(>7days) after the first year the team was able to lower that number to 200 total open tickets with 30% being aged. Year two we were able to get down to 100 Total open tickets with under 20%
- Year three under 50 total tickets aged and 10% aged rate. These gains were able to be made through many processes and team changes that I was able to put in place. Those being Clarity in the Tiering and categorization of tickets on creation, building new documents, SOP, Runbooks, Job Descriptions, to help clarify how tickets could be handled. Creation of workflows including escalation process, Knowledge base tool, and Teams channels to segment and have clear communication channels. Helped build inbound call system and documented process. Rolled out phone system and helpdesk structure to better support clients.
- Other duties: During my time I helped create a RACI chart to determine what work belonged to which position.
- Create an interview template and process that was used by the department during interviews. Work with HR with reviewing resumes, screening applicants, performing interviews for both direct report positions and peer positions, negotiating pay. Also creating full onboarding process with HR that included account creations through onboarding training, and continuing development. Participated with Employee Advocate team that worked to find new benefits and ways to celebrate members of the company.
System Administrator II (same MSP) (2020-2021)
- Service Tier 2 Client tickets, Maintain KPIs (70% Billable Utilization, 80% Total utilization, 95% CSAT, 6 Average Ticket Closures per day), Provide Escalation Support, 24/7 On-Call rotation
- Experience:
- As a Tier 2 system administrator it was my daily objective to work within an internally built PSA to assign and work tickets to completion. If I was unable to resolve an issue it could be escalated to the next tier of support.
- Tickets could come in for anything from windows OS support, Networking issues, Line of business applications
- (ERP, Adobe, QuickBooks, Etc.), Printers, phone systems, spam filtering, office 365, Azure, AWS and everything in between. I have always been passionate about training and developments, and I always made it a priority to help build the skills of my team and to always be available to them. I was also part of a weeklong on call rotation that included taking all high priority tickets that came in outside of business hours.
Medical Company (2019-2020)
PC/LAN Administrator
- Responsibilities:
- 5 Daily Ticket Closure, Provide excellent customer service
- Experience:
- As a PC/LAN administrator it was my job to provide deskside support to in office employees. The campus had roughly 4000 employees across 6 buildings, and we would travel between all the buildings helping end users with Windows and application support. The primary function of the role was to update, deploy, and replace windows and MAC devices. This was done through Intune and SCCM. We were also the primary escalation point for the T1 service desk. During this time, I also was placed on a special project team to update and replace all Avaya Phones across the campus.
IT Company (2018-2019)
L2 System Administrator
- Job Duties Included: Dispatch New client Tickets, Work escalated tickets from L1 team, Set up and install new software on client systems, Work tickets including issues with Hardware, Any software Client uses, Networking issues, VPN and Firewall issues , Training New L1 employees, Travel onsite to work tickets in person, Manage client relationships as lead contact.
- L1 System Administrator (June 2018 – August 2019)
- Job Duties Included: Receive calls and work tickets from Clients, Work tickets including issues with Hardware, Any software Client uses, Networking issues, VPN and Firewall issues , Training New L1 employees, Travel onsite to work tickets in person, Manage client relationships as lead contact.
Health System (2017-2018)
Service Desk Engineer
- Job duties Include: Train incoming Level 1 SharePoint Engineers, build virtual server farms, manage and be lead contact for SharePoint projects, create documentation for internal procedures, Conduct SharePoint migrations as well as build out SharePoint farms.
- Job duties Include: Managing over 300 client virtual server farms, and providing support on SharePoint 2007,
- 2010, 2013, 2016, as well as SQL, Active directory, DNS, Windows Server 2008 R2, 2012 R2, and IIS. I was also in charge of releasing Windows patches to our client servers, Training incoming Level 1 helpdesk team members, and worked as the LAN admin maintaining local machines.
