PROFESSIONAL SUMMARY
IT leader with 10+ years spanning systems engineering, infrastructure management, technical account management, and team leadership, including full ownership of technology budget, capital planning, and vendor contracts as a former COO. Scaled technical team leadership from 8 direct IT staff to a 50-person remote support organization, serving as a trusted technical advisor and primary point of contact for client and MSP account portfolios, owning relationship health, escalation management, and renewals while building and enforcing enterprise infrastructure standards and SLA compliance. Experienced leading Microsoft 365/Azure migrations, network security, and disaster recovery planning. Comfortable operating as both a hands-on technical manager and a strategic partner to clients and executive leadership on technology investment, security, and operational scalability.
CORE COMPETENCIES
Leadership & Strategy: IT Team Leadership & Development, Technology Road mapping, Budget & Capital Planning, Executive Reporting & Stakeholder Communication
Vendor & Account Management: Technical Account Management, Client Relationship Management, Vendor & MSP Management, Escalation Management, Renewals & Retention, Quarterly Business Reviews (QBRs), Contract Negotiation, Cost Optimization
Operations & Service Delivery: IT Operations Management, Help Desk / Service Desk Oversight, SLA & KPI Management, Escalation & Incident Management, Process Standardization
Infrastructure & Cloud: Cloud Migration (Microsoft 365 / Azure), Network & Infrastructure Management, Virtualization, Identity & Access Management, Business Continuity & Disaster Recovery
Security & Risk: Cybersecurity & Risk Assessment, Vulnerability Management, Network Security Architecture, HIPAA & NIST Compliance, Systems Auditing
TECHNICAL SKILLS
Cloud & Productivity: Microsoft 365, Microsoft Azure, Google Workspace, SharePoint
Servers & Identity: Windows Server, Active Directory, Identity & Access Management, Hyper-V, VMware, Microsoft Intune, Endpoint Management
Networking & Security: Cisco Meraki Firewalls, SonicWall Firewalls, VPN, DNS, TCP/IP, Patch Management, Endpoint Protection, Email Security
IT Operations: Asset Lifecycle Management, Software Licensing, Backup & Disaster Recovery, Vulnerability Scanning
ITSM & RMM Platforms: ConnectWise / Autotask / Datto (PSA & Ticketing), Datto RMM, Auvik, NinjaOne, Kaseya
Scripting, Data & OS: PowerShell, SQL Database, Windows 10/11, macOS
PROFESSIONAL EXPERIENCE
Managed Service Provider | Service Manager / Account Manager | Dec 2023 – Aug 2026
- Served as the highest-level escalation point for a remote technical support team of up to 50, enforcing standardized escalation and service desk protocols that maintained 95% SLA compliance.
- Served as primary point of contact for a portfolio of 50-75 remote support clients, owning relationship health, escalation management, and service expectations from onboarding through renewal.
- Managed vendor and third-party support relationships to ensure service commitments were met, escalating and resolving delivery issues before they impacted end users.
- Led quarterly business reviews (QBRs) with client and MSP stakeholders to walk through SLA performance, service metrics, and account health, reinforcing trust and supporting renewal conversations.
- Used account health data and QBR feedback to flag at-risk accounts early and coordinate remediation plans with the support team, protecting retention across the portfolio.
- Managed contract renewals and service agreements across the client portfolio as an Service Manager, safeguarding recurring revenue.
- Cut repeat ticket volume by 25% in affected categories by partnering with cross-functional teams to identify root causes and drive proactive fixes.
- Briefed senior leadership with detailed incident and performance reports each quarter, driving adopted recommendations that delivered consistent quarter-over-quarter improvement in service metrics.
- Improved average ticket resolution time by 25% and consistently exceeded touches-per-resolution targets by more than 50% across weekly, monthly, and quarterly reporting periods by tracking and analyzing help desk performance metrics.
- Directly managed and mentored technical support staff as service manager, developing junior technicians into senior contributors.
Managed Service Provider | Project Manager / Project Engineer | Nov 2022 – Nov 2023
- Ensured business continuity by architecting automated backup and disaster recovery processes that safeguarded organizational data integrity across client environments.
- Ran risk assessments and presented mitigation plans to management, resulting in on-time completion across multiple concurrent technology projects.
- Led Microsoft 365 migrations for client organizations by planning and executing the full migration lifecycle, improving collaboration tools with minimal disruption.
- Secured networks of up to 50 users by deploying and managing LAN/WAN/wireless infrastructure and current network security tools, reducing exposure to external threats.
- Managed Active Directory environments end-to-end, designing and maintaining directory services to ensure reliable authentication and resource access for users.
- Coordinated server builds and hardware rollouts by scheduling projects and managing technology vendor relationships, resulting in smooth onboarding and installation for clients.
Managed Service Provider (Same as below) | Chief Operating Officer / Systems Engineer / Account Manager | Nov 2019 – Nov 2022
- Directed business and technology strategy as COO, developing and managing the annual technology budget, capital assets, and vendor contracts to align IT investment with business priorities.
- Owned client account relationships across a multi-industry MSP portfolio of 100+ accounts, acting as primary technical advisor for onboarding, escalations, and renewals to support retention and account growth.
- Grew premium accounts by more than 50% by applying consultative selling and building tailored technical solutions, expanding client relationships and recurring revenue.
- Ran quarterly business reviews (QBRs) with client and MSP accounts to present technology performance, security posture, and roadmap recommendations, strengthening relationships ahead of renewal.
- Used QBR outcomes to shape account-specific technology roadmaps and service adjustments, directly supporting the premium account growth and retention gains achieved across the portfolio.
- Tracked account health and satisfaction across the client base, escalating risk indicators between QBR cycles to protect renewals and strengthen long-term relationships.
- Led a team of 8 IT staff supporting a client base across multiple industries, overseeing daily operations and system administration, resulting in a 40% increase in uptime and a 60% reduction in IT-related issues.
- Managed hiring, performance reviews, and professional development for IT department staff as COO.
ADDITIONAL PROFESSIONAL EXPERIENCE
Managed Service Provider | IT Helpdesk Technician / Onsite IT Technician | Nov 2017 – Nov 2019
- Provided frontline IT helpdesk and onsite technical support, progressing from initial support tickets to hands-on client-site troubleshooting and hardware service.
U.S. Military | Military Police | Jan 2013 – Nov 2017
- Served in military police roles providing security, force protection, and law enforcement support across two duty stations.
EDUCATION & PROFESSIONAL DEVELOPMENT
Master’s Degree, Management Studies In Progress
Private University
Bachelor’s Degree, IT Management 2017
Private University
Associate’s Degree, Computer Information Systems 2012
Regional Community College
