EXPERIENCE
Internet Provider (2023-Present)
Program Manager
- Identified and recovered $100,000 in unbilled and uncollected revenue through meticulous invoice audits and financial record reviews.
- Effectively managed high-value accounts with monthly payments exceeding $800,000, demonstrating adept financial oversight and strategic account management.
- Provided comprehensive training and guidance to team members on various technologies, including optimizing usage of Microsoft Teams and OneDrive, resulting in improved efficiency and productivity across the team.
- Leveraged Microsoft’s Power Automate to design and implement logical workflows for email generation, spreadsheet creation, and approval processes, resulting in increased production by 32%.
- Led successful initiatives to ensure program profitability and customer satisfaction. Knowledgeable in logistics, resource management, and enterprise client lifecycle management.
Larger MSP (2016-2023)
Solution Advisor February 2023 – October 2023
Transition Engineer August 2021 – February 2023
Supervisor September 2019 – August 2021
Team Lead August 2018 – September 2019
Service Desk Engineer November 2017 – August 2018
Service Desk Coordinator January 2016 – November 2018
- Led the migration of over two hundred clients to a new documentation solution, enhancing service delivery and minimizing technical debt.
- Successfully delivered 127 proposals for existing clients and prospects between February and July, resulting in over $350,000 in revenue with a 59% acceptance rate.
- Achieved an 80% intern transition success rate by overseeing hiring, training, and mentorship while managing team operations.
- Developed comprehensive project plans for network upgrades, software implementations, and cloud migrations, optimizing resource allocation, scheduling, and budgeting for successful outcomes.
- Fostered a strong rapport and gained trust of senior executive team through strategic planning engagements. Effectively communicated organizational needs and identified opportunities for efficiency improvements and employee development.
- Transformed imaging and VPN deployment solution, resulting in 65% faster implementation times.
- Consistently exceeded daily call targets, achieving an average of twenty-three calls per day, surpassing the team benchmark by 230%.
- Specialized in providing telephone, remote, and email support for customer incidents. Proficient in troubleshooting computer hardware and software, including Windows Server, DNS, DHCP, VPN Clients, Group Policy, and Office 365 configurations.
- Provided technical support, functioned as escalation point of contact, and managed team initiatives for optimal performance and customer satisfaction.
- Saved the company $10,000 in unnecessary expenditures by leveraging available warranties for devices.
Tools: O365, Power Automate, Copilot (GPT), Microsoft Teams, OneDrive/SharePoint Online, Windows OS, IT Glue, Liongard, Azure, Hypervisors (Hyper-V), Network Security Appliances (SonicWall, Meraki), Windows Server, Service Now, JIRA
EDUCATION
- S. Criminal Justice
SELF-PACED STUDY
Microsoft Azure Fundamentals (AZ-900) Cert Prep, Microsoft 365 Fundamentals (MS-900) Cert Prep, Learning ITIL® (2019) Microsoft Security, Compliance, and Identity Fundamentals (SC-900) Cert Prep, Business Ethics, Windows 10 Administration, Windows Autopilot Essential Training, Learning PC Maintenance and Performance, Skills for Inclusive Conversations, Improving Conflict Competence
