Dedicated and experienced MSP (Managed Service Provider) Service Manager with a proven track record of successfully leading and managing IT service teams. Adept at implementing and optimizing processes to ensure efficient service delivery, client satisfaction, and team performance. Seeking a challenging role to leverage my skills in enhancing the overall effectiveness and performance of MSP operations.
PROFESSIONAL EXPERIENCE
MSP (2016-Present)
DIRECTOR, SERVICE DELIVERY
- Maintained a Customer Satisfaction percentage of 98%
- Reduced average time per ticket to under 1 hour while holding SLA performance of 98% or better
- Maintained an average kill rate of 98% or better daily
- Lead a team of 7 technical professionals in delivering high-quality managed IT services to clients, scheduling field services and daily dispatch and triage.
- Managed projects as point of contact, scheduling and milestone checks during life of project.
- Developed and maintained strong client relationships, ensuring customer satisfaction and loyalty.
- Implemented and optimized service delivery processes, resulting in improved efficiency and reduced response times.
- Oversaw the onboarding of new clients, ensuring a smooth transition and alignment with their business goals.
- Conducted regular performance, provided coaching and mentorship to team members, and facilitated training sessions.
- Collaborated with cross-functional teams to identify and implement innovative solutions to enhance service offerings.
- Monitored and reported on key performance indicators (KPIs) to track and improve service performance.
- Acted as a point of escalation and account representation for client issues, financial or technical, ensuring timely resolution and effective communication.
PREVIOUS PROFESSIONAL EXPERIENCE
IT Company (2015-2016)
Director of Managed Services/Help Desk Manager
Compliance Company (2014-2015)
Corporate IT Manager
Real Estate (2009-2014)
East Coast Regional IT Manager 2011 – September 2014
IT Manager 2010 – October 2011
IT Manager 2009 – October 2010
Catholic Human Services (2000-2009)
Network Operations Manager (2005-2009)
Senior Systems Engineer 2000 – 2004
IT Company (2004-2005)
Field Engineer September
NBC-10 (2000-2008)
Part-time Technician/ Shift Supervisor 2000 -2008
Full-time Technician/Shift Supervisor 1998 – 2000
EDUCATION
- Bachelor of Science, Electronic Media/Telecommunications
- Certification, Network Engineering Technology and Administration
- Studied Network Communication Management
- Leadership Development Program
CERTIFICATIONS
- HIPPAA Awareness for Business Associate
- CONNECTWISE SERVICE MANAGER
- CompTIA ITF+
SKILLS
- Team Leadership
- Client Relationship Management
- Process Improvement
- Incident and Problem Management
- Performance Monitoring and Reporting
- Vendor Management
- Communication and Collaboration
- Strategic Planning
SOFTWARE PROFICENCY
- ConnectWise Suite, including Manage, Automate, ScreenConnect, Sell, BrightGauge
- IT Glue
- Microsoft 365 Suite and Administration
