Proven IT Manager specializing in turning struggling teams into high-performing groups by improving workflows and documentation with an emphasis on scalability. Focused on simplifying complex security operations while maintaining effectiveness. Seeking to apply this approach in a cybersecurity advisory role within a people-first organization.
Core Competencies
- CompTIA A+
- Network Operations
- Network & Security Alerts
- Reactive Workflows Microsoft Entra ID
- Project Management Process Creation &
- Microsoft Azure Refinement
Work Experience
MSP (2021-Present)
Professional Services Manager
- Promoted to assume leadership of Projects and Onboarding teams, tasked with stabilizing a key department during a challenging period of client churn and recurring revenue pressure.
- Redesigned team structure and end-to-end processes to enable a leaner delivery group, taking ownership of all non-recurring revenue work and new-logo onboarding
- Drove a 30% increase in monthly revenue while transitioning project work to phased, monthly recognized labor revenue
- Established standardized pricing models and enforceable margin thresholds to improve profitability and forecasting
- Reduced turnaround time for transformative project quotes from multiple months to one business week
- Designed and implemented the organization’s first formal internal quality assurance process
- Successfully managed end-to-end delivery for more than $639K in labor revenue
Network Operations Team Lead Nov. 2024 – April 2024
- Given the opportunity to spearhead the development of a Network Operations Center (NOC) team from the ground up because of my success in rebuilding a struggling build team.
- Restructured team and processes to more clearly define ticket pipeline, eliminating multiple points of failure
- Tracked down and eliminated erroneous ticket creation from faulty notification system configuration leading to a 100% decrease in non-actionable tickets
- Decreased inter-departmental response times from days to hours
- Negotiated Vendor cost to a 25% reduction
- Reduced company costs by ~ $6k through replacing call center service with a feature set of another software we were already paying for
Build Team Manager July 2022 – Oct. 2024
- Promoted to take over and rebuild a team that was foundational to the business’s client satisfaction and retention.
- Successfully Created Policies for Hybrid Work Options to increase employee satisfaction against lower pay scale.
- Improved to and maintained a 98% CSAT score across the team.
- Instrumental in “saving” multiple clients, retaining $82,000 in monthly recurring revenue
- Led team in the revision of thousands of pages in client documentation and created ITSM based workflow to maintain its accuracy
- Created and implemented technician performance metrics that were adopted company wide
Remote & Field Service Technician Apr. 2021 – June 2022
- Over 90 Clients, 80,000 Endpoints, primarily in Medical, Legal, and Construction. Promoted to management.
- Maintained a 100% CSAT score.
- Received merit based compensation increase at 90 days and 1 year.
- Was given sole ownership of a new client ($10,000 MRR) that required specialized workflows and hardware inventory tracking which Savant was not equipped for at the time of acquisition.
Fire Protection (2018-2021)
Service Coordinator
- Oversight of 12 Employees across 3 Departments, B2B Fire Protection Equipment Sales and Service
- Increased monthly revenue by 10% / annual revenue by 25%
- Reduced inventory costs
- Created and implemented process pipeline for Hood Systems including permit applications, parts allocation, and installation planning
Education & Credentials
- CompTIA A+
- Bachelor of Science, Interdisciplinary Studies
- Psychology & Business Administration
