MSP Director Who Knows How to Scale Teams and Deepen Client Trust

About

Career Overview

  • IT Management and Sales Professional with a 20+ year career that includes repeated success in developing and managing top IT Support organizations from the ground up, with a more recent focus in Sales Support, Client Relationships and Customer Success Development. Confident problem solver with a contagious passion that creates a winning culture rooted in high integrity and professional ethics.
  • Areas of expertise include management, leadership, project management, operations, logistics, purchasing, equipment leasing, client relationships and customer success. In addition, I’m working towards my ITIL 4 Foundation certification.

Professional Experience

MSP (2021-Present)
Director of Service Delivery

Key Responsibilities:

  • Work with the Sales team to develop and expand strategies for customer focus solutions within the Mobile Computer industry
  • Build, Develop, Maintain and Manage the AlwaysOn Product stack
  • Manage team of ten support desk engineers, which included performing annual and bi-annual performance reviews
  • Cultivated and sustained professional relationships with customers and vendors within diverse sectors of the Mobile Computer industry.

Another MSP (2020-2021)
Account Business Manager

Key Responsibilities:

  • Help manage and grow customer-base by understanding customer objectives, managing existing support, recommending / formulating new Sales strategies and communicating product / service value to clients.
  • Help grow the IT Support Sales business and manage existing IT services accounts while finding new business

Another MSP (2020-2020)
Consultant

Key Responsibilities:

  • Conducted initial analysis of client needs for upcoming customer MS Dynamics AX implementation
  • Audit and document current inventory, including Servers, PC’s, Networking equipment and forklifts

Another MSP (2004-2020)
Client Relations Manager – 2016 to 2020

Key Responsibilities:

  • Conducted initial analysis of client needs, requirements and areas of concern with managed systems for new customers. Nurtured and developed new client and on-going relationships
  • Developed Annual Customer Review process covering business goals for the coming year and Equipment
  • Lifecycle Management recommendations as part of customer retention and business growth objectives
  • Presented and sold offerings to customer base including; User Awareness and Security
  • Training, Cisco Umbrella, DUO, and BitLocker
  • Managed vendor relationships, in particular Dell/EMC, Lenovo, Ingram, Tech Data and Microsoft
  • Managed and analyzed customers monthly and quarterly ticket history through our Solarwinds WebHelpdesk” ticketing system

Technical Support Manager – 2004 to 2016

Key Responsibilities:

  • Initiated and governed business decisions for the Links Technical Support department.
  • Managerial responsibility for 15 Technical personnel. Oversaw workload balance of in-house and field technicians. Performed annual reviews for support department personnel.
  • Strengthened Client support through Customer Support Tickets and provided guidance in customer decisions.
  • Advised customers on hardware purchases and followed up to ensure customer satisfaction.
  • Performed Accounts Payable tasks while working with and guiding our Accounts Payable department

Education

  • OKLAHOMA STATE UNIVERSITY – STILLWATER, OK
  • COLLEGE OF LAKE COUNTY, GRAYSLAKE, IL

Volunteer Work

  • HIGH SCHOOL FOOTBALL -BARRINGTON, IL
  • YOUTH FOOTBALL

 

Location

Chicago

Salary

$115,000

About the Company 

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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