PROFESSIONAL SUMMARY
Results-driven technology leader with a proven track record in talent development, operational efficiency, and business growth. Successfully built a 300-person Service Desk, contributing to the acquisition of Keno Kozie Associates. Designed and implemented an Enterprise Services model that increased efficiency by over 25% and improved transparency across teams.
SKILLS AND ABILITIES
ITIL, Call Center Development, Vendor Management, Business Planning, Budgeting, Process Improvement, Operations and Financial Oversight, Customer Service, System Administration, Software Documentation, Incident Management, Account Management, Data Analysis, Service Desk Management, ServiceNow Strategic Planning
ServiceNow, Tanium, NinjaOne, RingCentral, LogicMonitor, Delinea, Logmein Central, VMware
EXPERIENCE
MSP (2010-2025)
DIRECTOR, ENTERPRISE SERVICES (2023-2025)
- Led the transformation of Enterprise Services by standardizing processes, structuring teams, and integrating tools to enhance productivity and reduce costs.
- Achieved 60% cost savings by implementing and integrating NinjaOne as a Remote Monitoring & Management (RMM) solution.
- Increased billable time by 30% by improving time-keeping accuracy through dashboards and standardized processes.
- Spearheaded an overhaul of the alert monitoring system (LogicMonitor), reducing alert volume by over 90%.
- Improved client and management satisfaction scores by 30% through enhanced dashboards, offering real-time visibility.
- Established strict SLA metrics and structured processes to ensure consistent service quality.
- Developed an on-call escalation process, reducing response times and improving collaboration.
- Led the implementation of Delinea password management, enhancing security with shared vaults, remote access, and automated password rotation
DIRECTOR, ENTERPRISE TOOLING 2022-2023
- Built an Enterprise Tooling team, reducing costs by 35% while enabling 20% business growth.
- Led the implementation of the RingCentral phone system and Contact Center applications.
- Increased agent utilization by 20% by optimizing ACD call distribution with a delay system.
- Improved remediation speed by 40% through structured patch schedules and automated alert systems.
- Developed an integrated Auvik and Network Detective solution, streamlining new client onboarding.
ASSOCIATE DIRECTOR, HELP DESK SERVICES 2018-2022
- Led a 300-person Help Desk team, scaling from 100 to 300 billable agents, resulting in an acquisition
- Managed a $18M payroll, supporting 180+ strategic accounts and 150,000 end users.
- Transitioned the organization from 70% onsite to 100% remote workforce.
- Implemented a new ITSM platform and ACD system, improving workforce management and reducing ticket resolution times by 15%.
- Standardized operations using ITIL frameworks, improving analytics and decision-making.
- Established a mentorship program to promote internal growth, fostering a “promote from within” culture.
- Opened a second office in 2018, achieving full operational productivity within 90 days.
HELP DESK OPERATIONAL MANAGER 2012-2018
- Led a 50-member help desk team, managing 45,000+ monthly contacts.
- Oversaw 60+ client accounts, supporting 40,000 end users, including AMLAW 100 firms.
- Improved First Call Resolution (FCR) by 10% by addressing interdepartmental communi- cation challenges.
HELP DESK TEAM LEAD 2011-2012
- Managed a team of 8 analysts, supporting 4,000+ users.
- Designed and optimized an ACD system routing 170,000 monthly contacts to 200+ agents.
HELP DESK ANALYST 2010-2011
- Provided Tier 1 support for 100+ clients, handling an average of 100 calls per day.
AT&T (2008-2008)
CONFIGURATION TECHNICIAN
- Configured and tested 625+ Toughbook laptops daily for enterprise deployment.
Orbitz.com (2005-2007)
HELP DESK ANALYST
- Handle help desk requests from internal users, documenting issues and customer details.
