SUMMARY
Motivated IT professional with 10+ years of experience in client success, people operations, technical training, and cybersecurity response. Optimized processes, enhanced team performance, and configured IT solutions that increased efficiency by 30% and reduced cybersecurity incident resolution time by 40%. Skilled at bridging technology and business needs, improving client satisfaction, and streamlining onboarding for faster, more effective results.
TECHNICAL SKILLS
IT Operations & Technical Training
- IT Service Management (ConnectWise)
- Microsoft 365
- Network Security
- Cloud Solutions
- IT Process Automation
Sales & Client Success:
- Technical Hiring & Workplace Initiatives
- Client Training & Onboarding
- IT Consultation
- Contract Negotiation
Technical Hiring & Workplace Initiatives
- Talent Acquisition
- Role Definition & Structuring
- Promotion & Performance Strategy
Business & Workplace Strategy
- Change Management
- Hybrid Workplace Transition
- Organizational Development
- Cybersecurity Risk Mitigation
Leadership & People Development
- Career Pathing
- Performance Coaching
- Employee Engagement
- Process Documentation
Business & Workplace Strategy
- Change Management Skillsoft Percipio
- Hybrid Workplace Transition Employee Training
- Organizational Development
- Cybersecurity Risk Mitigation
LMS Implementation & Administration
- Skillsoft Percipio
- Employee Training
EXPERIENCE
MSP (2015-Present)
Client Success Manager (2024-Present)
- Engineered high-impact presentations and proposals, accelerating infrastructure upgrades by 25% and approvals by 20%.
- Propelled cybersecurity adoption, fortifying resilience by 40%, cutting response time by 25%, and surpassing quarterly targets by 15%.
Cybersecurity Incident Response (2024 – Present)
- Supervised cyber incident response with Lyra Technology Group, improving threat detection by 40%.
- Responded to an urgent school cyberattack, leading the forensic collection of data from 50+ compromised workstations.
Field Engineer (2019 – Present)
- Deployed and troubleshot network infrastructure, reducing downtime by 35%.
- Refined dispatch, training, and support, elevating efficiency by 30% and cutting issue turnaround by 40%.
HR & People Strategy (2019 – Present)
- Designed & implemented career pathing, facilitating role transitions (Builds → T1 → T2 → Field → T3).
Sales Operations Manager (Jan 2024 – Jun 2024)
- Pioneered a new client onboarding process that reduced initial support tickets by 30% and accelerated time-to-value for new customers by 2 weeks, resulting in 15% higher client satisfaction.
- Curated a networking calendar for 15+ events annually and supported the onboarding of the Director of Business Development, reducing integration time by 30%.
People Operations Manager (Feb 2023 – Jan 2024)
- Structured career pathing frameworks, facilitating seamless progression from entry-level to T3 roles.
- Revolutionized hybrid work, enhancing collaboration efficiency by 40% and seamlessly integrating remote and in-office transitions for
- 20+ employees.
Support Manager (Mar 2022 – Feb 2023)
- Commanded a high-volume MSP help desk processing 1,000+ tickets monthly, elevating morale by 30% and performance by 25%
- through strategic KPIs and engagement initiatives.
- Revamped team structure, introducing CSAT-driven incentives that raised satisfaction by 20% and scaling offshore staffing by 40% for global support.
Operations Administrator (Jan 2019 – Mar 2022)
- Administered Skillsoft Percipio (LMS) & Officevibe, elevating training completion by 30%, technician efficiency by 35%, and slashing response times by 40%.
- Executed a hybrid work transition, enforcing remote policies and workflows that enhanced productivity by 20% and optimized infrastructure upgrades.
- Help Desk Specialist Jul 2015 – Jan 2019 ,
- Delivered tiered IT support with a 98%+ CSAT rating, resolving complex technical issues with a strategic and client-focused approach.
Additional Experience
- Onyx Consulting – Apple Hardware Specialist Dec 2015 – Jan 2016
- Peach Mac – Assistant Store Manager Mar 2014 – Sep 2014
- Peach Mac – Service Technician/ Technical Trainer Sep 2013 – Mar 2014
- Peach Mac – Apple Specialist Oct 2011 – Sep 2013
WORKPLACE INITIATIVES & ACHIEVEMENTS
- Career Development: Improved staff retention by 30% by transitioning help desk staff through multiple tiers (Builds → T1 → T2 → Field → T3).
- Technical Training: Led an after-hours training program, reducing Tier 1 to Tier 2 transition time by
- 40% and increasing technician efficiency by 25%.
- Employee Engagement: Applied Skillsoft Percipio & Officevibe, boosting team satisfaction by 20% and professional development participation.
- Operational Strategy: Advised leadership on staffing and restructuring, cutting turnover by 15% and increasing productivity by 20%.
- Office Relocation: Managed a 15-person office relocation with zero downtime, ensuring seamless IT operations.
- Hybrid Workplace Transition: Guided hybrid workplace transition, improving remote efficiency by 35%
- and reducing office costs by 50%.
EDUCATION
- Business Management & Marketing Marketing & Mass Communication
