Technology Executive
Infrastructure Operations, Client Support, Operational Efficiency, Continuous Process Improvement, IT Service Management, Service Delivery & Vendor Management, Global Workforce Oversight
- Proactive, forward-thinking technology leader with a strong leadership presence, customer-first mindset, and longstanding history of success in propelling IT service and support, efficiency, profitability, and value for large organizations across diverse industries. Adept at applying strategic vision and leadership to evolve IT beyond a support function into a critical business driver.
- Roll-up-your-sleeves executive with exceptional communication and problem-solving skills critical to developing strong, highly engaged global IT teams that exceed goals and client expectations. Known for minimizing problems and incidents to improve the customer experience and lifting vendor performance by establishing clear measures of success.
SELECT ACHIEVEMENTS
- Serve as Director of Managed Services, Internal IT Administrator, and Acting CIO for internal and client infrastructures at an MSP; CIO to global client with 2 US locations and 3 China based locations, managing support teams and IT strategy in both countries.
- Cocreated Microsoft Dynamics CRM Support Team and launched Microsoft Business Central Support Team. Sourced, hired, and managed support teams in Pakistan, India, Philippines, and China. Guided support teams to achieve best-in-class service via KPIs and fueled growth within the organization with new Career Progression Plan. Launched IT Internship Program.
- Orchestrated multiphase migration that moved all onpremises servers and applications to the cloud. Created a Zerotrust environment for internal infrastructure. Developed Merger & Acquisition (M&A) technology stacks to streamline buy and sell-side acquisitions. Shaped Incident Response Plan (IRP) and led yearly IRP Tabletop exercises with company stakeholders.
- Strengthened relationships with Microsoft Tier 1 Cloud Solution Provider (CSP) and Advanced Support for Partners (ASfP).
CRITICAL COMPETENCIES
- Strategic Technology Planning & Execution, Technology Risk Management, IT Operations Management, Budget Management, Enterprise Operating System (EOS), Project Management, Technology Implementations, Process Improvements, Robotic Process Automation (RPA), Change Management, System Administration & Incident Management, Cybersecurity Policy Development & Solution Deployment/Management, Performance Metrics/KPIs, Business Continuity (BC) & Disaster Recovery (DR), Customer Relationship Management, Management Reporting/Dashboards, Stakeholder Management, Internal Partnership Building, Global Hiring & Retention, Team Building & Leadership, Vendor Management & Negotiations, ITSM, ITIL
LEADERSHIP EXPERIENCE
MSP (2011-2024)
Director, Managed Services (IT Operations), Jul 2018 Present
Managed Services Supervisor (IT Operations), Jan 2016 Jul 2018
- Improved operational efficiency, product offering/services, and the customer experience while maximizing productivity and minimizing costs.
- Rose through the ranks to senior level role, optimizing performance of 3 separate support teams (IT Helpdesk, Microsoft Dynamics CRM, and Microsoft Business Central) while ensuring a cutting-edge IT infrastructure that aligns with business objectives and improving the efficiency of IT operations.
- Strategic Leadership & Vision: Aligned IT capabilities with business objectives by developing strategic roadmap for IT, M365 Dynamics CRM, and Business Central Department. Propelled business growth by sourcing and integrating emerging technological trends. Safeguarded IT infrastructure and company data from cybersecurity threats by formulating and operationalizing security and risk management policies and procedures.
- Strategic Direction for Operations & Infrastructure Improvements: Met organizational scalability needs and aligned services with client expectations by redefining support department structure; introduced Client Pods (full-service teams assigned to a specific subsection of clients) that contained a dedicated virtual CIO, account manager, and tier 1-3 engineers.
- Operational & Project KPIs: Raised Client Satisfaction ratings to 99% and team SLAs to 98% after deploying a PowerBI-like solution, KPIs, comprehensive reporting dashboards that enabled informed decision making for leadership team and individual contributors and accurate forecasting of resource changes, and weekly goal reports for engineers.
- Cybersecurity Risk Management & Compliance: Developed risk profile to protect both Beringer and client systems from cyber attack; established risk management measurement tools, created remediation estimates based on risk areas and yearly tabletop exercise/execution plan for leadership team; implemented solutions for continual monitoring and management.
- Mergers & Acquisitions: Lead IT Infrastructure M&A efforts for clients and internal project. Created roadmaps to be used for future acquisitions as well as profiles for initial assessments during due diligence phases. Created and managed successful project plans for integration of users and solution stacks into existing infrastructure.
- Disaster Recovery & Business Continuity: Rolled out risk tolerance framework to evaluate business impact (incl. cost of total downtime hours); implemented plans for daily backup verifications with quarterly failover and restoration testing key for systems with mission critical applications or data that required a real time, redundant failover.
- Cloud & OnPremise Infrastructure Integrations: Migrated key Beringer systems to cloud service by conducting annual internal infrastructure evaluations (incl. cost analysis) and aligning technology decisions to company objectives, security requirements, and workforce needs. Replicated similar results for client companies via quarterly IT assessments and planning.
- Team Building & Development: Created environment of collaboration and cohesiveness, integrated KPIs as priorities for team success, and reinvented 1on1 accountability meetings into stat check-ins and discussions around barriers to success and/or opportunities for improvement. Teamed with HR to improve recruitment strategies and attract/retain top IT talent.
- Vendor Management: Minimized costs and improved delivery times over 10-year span by managing portfolio of 30+ global vendors and negotiating SLAs.
- Interdepartmental Collaboration & Support: Partnered with finance, marketing, HR, and operations departments to align technology support with functional enhancements and broader organizational goals.
Client Successes
- (Managed Services Provider): Implemented, improved, and scaled cost-effective monitoring and security solutions internally and externally at client sites. Launched Microsoft Business Central Support team that achieved 99% CSAT and 98% SLAs at all times; shaped full documentation and processes and trained team during onboarding.
- Cut 10% in YoY costs and increased security posture by creating a roadmap, migrating servers to the cloud, closing 2 data centers, and leveraging native security solutions into cloud systems.
- Implemented organization-wide standards for authentication and initiated project to implement minimum requirements of authentication and SSO (using Entra ID). Enhanced login alerting and automated risk management to prevent suspected breaches. Hardened main point of entry for primary applications by enhancing Entra ID.
- (Life Sciences Company): Upon successfully managing the company’s US infrastructure, took over management of its failing IT infrastructure in China. Personally surveyed all Chinese sites and interviewed/selected local IT firm to create roadmap for infrastructure improvements, which included full backup and DR solution and asset management plans that enhanced reliability, security, and productivity.
- (Environment Services Group): Trimmed 15% in monthly management cost and 40% in backup and DR costs; created economy of scale for IT infrastructure by leading teams to create and execute consolidation roadmap for redundant platforms with software limitations at 4 locations. Enabled company to reapportion savings into security enhancements within IT infrastructure.
Prior Roles at MSP
Tier 3 Technical Support Representative, (Client Systems), Mar 2015 Jan 2016
Tier 2 Customer Service Representative, Mar 2011 Mar 2015
Small MSP (2005-2011)
Owner and Operator
- IT support company that positioned businesses in New Jersey and Philadelphia, PA, to maximize the value of their technology investments). Negotiated contracts and agreements with business partners, vendors, and customers.
EDUCATION
- ConnectWise Evolve Service Executive Peer Group, Jun 2021-Present
- (Quarterly meetings with other Service Executives in the industry to discuss and share trends and best practices)
- Associate in Science (A.S.), Mathematics & Computer Science
CERTIFICATIONS
- Microsoft 365 Certified: Enterprise Administrator Expert, Jul 2023 & 2024
- CompTIA A+, Jul 2011
- CompTIA Network+, Jul 2011
- Certified Ethical Hacker, May 2005
- ConnectWise Manage PSA & Automate Administrator, July 2015
- Certified IT Glue Administrator (IT Documentation), June 2024
TECHNOLOGY SKILLS
- Microsoft 365: Entra ID, Intune, Exchange, Teams, Azure Cloud, SharePoint, and Defender
- Microsoft OnPremises: HyperV, Exchange, Active Directory, SQL, and DNS\DHCP
- IT Infrastructure Asset Management and Monitoring with ITSM Solutions: ConnectWise PSA & Automate, Auvik, Kaseya (Datto), Aruba, Axcient, Huntress, Threatlocker, SIEM, Pen Testing and continual Vulnerability Scanning
