Professional Summary
- Accomplished IT and management professional with expertise in vendor management, project coordination, technical support, and customer relationship management. Proven ability to streamline processes, enhance service quality, and drive organizational success. ITIL-certified with a strong foundation in technical systems, creative problem-solving, and leadership.
Core Competencies
- Vendor Management & Risk Assessment
- Salesforce CRM & Cherwell ITSM
- Project Budgeting & Resource Allocation
- Technical Support & Troubleshooting
- Process Optimization & Documentation
- Communication & Team Leadership
- Microsoft Office Suite
Professional Experience
MSP (2023-2024)
Vendor Manager
- Established foundational vendor management frameworks to align vendor relationships, performance, and risk with organizational goals.
- Implemented process improvements, reducing vendor-related costs while enhancing service quality and delivery.
- Spearheaded a Vendor Review Board to evaluate vendor proposals, risk, and performance.
- Ensured compliance with SOC2 standards through alignment with 3rd party supplier security controls.
- Negotiated and tracked vendor contracts, including SLAs, to maintain alignment with organizational standards.
MSP same above (2021-2023)
Project Manager
- Managed project budgets, scope, and resources, ensuring timely completion of diverse projects such as WebEx calling implementations and managed services onboarding.
- Collaborated with sales teams and customers to set expectations and maintain communication throughout project lifecycles.
- Coordinated with internal and third-party technical teams to address challenges and resolve issues efficiently.
- Transitioned clients to service delivery teams post-onboarding, ensuring a seamless handoff.
MSP same above (2019-2021)
Technical Alignment Manager
- Served as a strategic business partner, enhancing client ROI on infrastructure and managed services.
- Delivered security recommendations and managed client relationships, including escalations and new business opportunities.
- Led technical onboarding for clients, capturing critical data and analyzing trends to improve service delivery.
IT Company (2014-2019)
Service Desk Level II / Quality Analyst
- Conducted call and ticket audits to ensure service quality and consistency.
- Maintained and enhanced the Cherwell ticketing system to improve reporting and efficiency.
- Approved initial changes to ensure completeness of test and backout plans.
- Provided level 2 technical support for client environments
Retail (2013-2014)
Help Desk Analyst II
- Provided technical support for corporate employees and store systems, including POS troubleshooting and Active Directory administration.
Retail (2012-2012)
Technical Support Analyst
- Delivered expert support for Microsoft Dynamics AX (POS and CRM) in retail environments.
- Oversaw repairs and maintenance for retail store systems.
Electronic Store (2006-2012)
General Manager
- Promoted to Store Manager within two years, leading a team of 15-20 employees.
- Reduced inventory shrinkage through effective management and process implementation.
- Provided technical support to both businesses and consumers, configuring software and hardware solutions.
Education
- Multimedia/Web Design
Certifications
- ITIL Foundation Certified
