Experience
MSP (2023-Present)
Sr. Operations Manager (Director)
- Oversaw external partnerships and OEMs to optimize return shipments for 8,000+ sites and 45,000+ users, reducing downtime by 85%.
- Led Operations to maintain 99% uptime, ensuring SLA compliance for high-profile clients (Pitney Bowes, Kaiser Permanente, Forever 21) through proactive monitoring and rapid issue resolution.
- Implemented lean process optimizations using predictive maintenance, reducing time delays by 86% and repair lead times by 45%, while maintaining 99% uptime for clients. Lead a team of 12.
- Negotiated and managed high-value SLAs and multi-year vendor contracts worth $10+ million, ensuring compliance and 95%+ client satisfaction scores.
Another MSP (2019-2023)
Information Technology Manager
- Led cybersecurity incident response during the July 2021 Kaseya ransomware attack, restoring critical systems within
- 9 hours, minimizing data loss, and securing 100% client recovery.
- Designed and deployed full-scale IT infrastructure for a $40M hotel development, integrating Office 365, SharePoint, and Azure for seamless operations and secure data management.
- Engineered and standardized IT architectures for 40+ hotels (Best Western, Marriott, Hilton), optimizing network security, cloud storage, and compliance for 1,500+ users.
- Managed a 24/7 Network Operations Center (NOC) supporting over 40 clients.
Senior-Information Technology Consultant (2014-2019)
- Ensured regulatory compliance for 40+ hotels, successfully implementing GDPR and PCI standards. Assisted boutique hotels in achieving full compliance within 6 months.
- Managed end-to-end IT projects, including network security enhancements, cloud migrations, and data protection initiatives, improving system resilience and cybersecurity posture.
- Consulted on IT strategies, recommending cost-saving solutions that optimized operations and increased efficiency by
- 77%, while enhancing service delivery through digital transformation initiatives.
EDUCATION
B.S – Business Administration & Management
CERTIFICATIONS & SKILLS
- Computer Skills: Microsoft Azure, Office 365 (Exchange, SharePoint, Teams), Windows, MAC, ConnectWise, SonicWall, Active Directory, Cisco Networking & Security, IT Helpdesk & Ticketing Systems, SLA Management & Performance Monitoring, NetSuite, Sage 100, IFS (Enterprise Software), Change Management Frameworks (ADKAR, ITIL-based processes), Client Based Software Solutions, Agile & Scrum Methodologies, DevSec Ops, Service Administration, Networking, Data Centers, Service Desk, Computer Hardware, Network Security, VMware
- Cloud: Cloud Applications, Cloud Infrastructure, Cloud Migration
- Systems: Warehouse Management Solutions (WMS), Enterprise Resource Planning(ERP), Enterprise Project Management (EPM), Kaseya (RMM & Endpoint Management)
- Certifications: CompTIA A+/CompTIA Net+/CompTIA Security + (expired), Microsoft Azure (AZ900), SonicWALL Administrator Certification, Shift 4 Installer Certification, Kaseya Administrator, Business Management Essentials
