CAREER SUMMARY
Results-driven technology and client success leader with 25+ years of experience building client relationships, driving client retention, and directing IT operations, managed services, and service delivery across MSP and enterprise environments. Proven track record of partnering with client stakeholders to understand business objectives and technology roadmaps, leading high-performing technical organizations, and driving measurable client and business outcomes through strategic leadership and continuous improvement.
Experienced in client success planning, client relationship management, ITIL-based service management, SLA governance, incident and problem management, executive reporting, and cross-functional leadership. Recognized for improving client health and retention by transforming underperforming service organizations into high-efficiency operations that consistently exceed service targets, increase client satisfaction, and strengthen long-term account relationships.
Demonstrated success leading Service Desk, NOC, Infrastructure, and Operations teams while building trusted relationships with client stakeholders and aligning technology services with business objectives, financial goals, and client expectations.
LEADERSHIP & STRATEGY
- IT Enterprise Operations Leadership
- Vision and Strategic Planning
- Service Delivery Management
- Executive Stakeholder Management
- MSP Leader & Operations Expert
- Vendor and Partner Management
- Client Relationship Management
- Cross-Functional Department Collaboration
SERVICE MANAGEMENT
- ITIL v3 Framework
- ITAM / CMDB
- Incident / Problem / Change Management
- Continuous Service Improvement (CSI)
- Client Experience & Retention (CX)
- Enterprise ITSM Platforms (Connectwise (Expert)
- Client Success Planning /JIRA/ServiceNow)
OPERATIONS & PERFORMANCE
- KPI Dashboard Development
- Executive Reporting
- Project Management
- Performance Management
- Client Health & Risk Management
- Escalation Management
- Operational Metrics
- Continuous Process Improvement
TECHNICAL & INFRASTRUCTURE
- Servers and Virtualization (VMWare/Hyper-V)
- Infrastructure as a Service (IaaS)
- CSP (Azure / AWS)
- AI Integration and Governance (CoPilot/Claude)
- Cybersecurity Operations (SOC/EDR/XDR)
- Core Network Administration (LAN/WAN/Wi-Fi)
- Microsoft 365 Suite (Core/Collaboration/Cloud)
EXPERIENCE
Managed Service Provider | IT Service Delivery Manager | 04/2023 – 06/2026
- Directed daily technology operations across infrastructure, networks, business systems, application support, and information security functions.
- Led technical Tier 1-3 team performance management, including evaluations, career development planning, and workforce allocation utilizing all major performance incident metrics dashboards and reporting.
- Lead, coach, and develop IT team members and project leads while fostering accountability, collaboration, and continuous improvement.
- Built and maintained client relationships for new and existing clients by demonstrating value over time, which included proactive communication, measuring team performance, and escalation management.
- Account governance activities including regular touchpoints (QBR’s, weekly or bi-monthly) that keep delivery aligned to the client’s evolving needs.
- Shape and execute technology strategies that support client goals, including standards for system selection, deployment, maintenance, and long-term support.
- Managed customer onboarding, data migration, and infrastructure/hardware replacement projects using Waterfall and hybrid methodologies to ensure structured, on-time delivery.
- Skilled in tools such as MS Project, Jira, Smartsheet, and Connectwise with a track record of managing full project lifecycles from initiation through closeout.
- Oversee the design, implementation, upkeep, and protection of enterprise systems and software applications to ensure reliability and security.
- Advise executive, departmental, and client stakeholders on technology priorities, business needs, and opportunities to improve operational efficiency through AI implementation solutions.
- Manage relationships with external vendors and consultants, including service quality, deliverables, and coordination on key initiatives.
- Cross-functional coordination between client and internal teams (Engineering, Security) to make sure the client’s needs are represented accurately internally.
- Oversaw and participated in migration of numerous on-premise client data migration projects to cloud solutions including Azure, AWS, GCP, SharePoint, and Colocation VMWare environment.
- Directed and contributed to migration of departmental file servers and shared data stores to SharePoint Online, streamlining document management, version control, and collaboration across teams.
- Monitor and manage SLA compliance, ensuring timely resolution of all incidents, problems, and requests.
- Partnered with clients to develop success plans and proactively identify risks, strengthening account health and long-term client retention.
- Managing and maintaining appropriate records, documents, and reports related to departmental activities.
- Demonstrated leadership, sound judgment, professionalism, and discretion when handling sensitive information and high-impact decisions.
- Organized and adaptable approach with the ability to manage competing priorities, facilitate discussions, and maintain a positive service-oriented mindset.
Notable Achievements:
- Directly contributed to renewal outcomes by presenting service value and addressing client concerns ahead of contract decision points, sustaining 92% retention across the MSP portfolio totaling 42 customers at $4.2M ARR.
- Increased Service Desk SLA compliance from 81% to 92% through improved ticket routing and both inter-department and intra-department escalation procedures using PSA workflows.
- Reduced average ticket resolution time by 33% by implementing standardized troubleshooting workflows and knowledge management practices.
- Increased client satisfaction (CSAT) scores from 92% to 98.6% through enhanced communication standards and client follow-up procedures.
- Increased CSAT survey engagement rate from 10% to 16% by implementing additional PSA workflows as well as required follow up communication requirements to clients upon incident or request closure.
- Established a client feedback initiative created to give any stakeholder, not just the primary point of contact, a direct channel to voice input on service delivery. Held quarterly, it opened the floor to anyone on the client side who wanted to join a call and share feedback, concerns, or suggestions about the services they were receiving.
- Streamlined ticket dispatch and workload balancing processes, improving resource utilization and response times.
- Developed KPI dashboards, QBR presentations, and executive reporting that improved visibility into service performance and supported strategic decision-making.
- Increased technician utilization rates by 33% while maintaining high-quality service delivery and client experience.
- Utilized AI-assisted analytics to identify trends, predict support demand, and provide actionable insights.
Hospitality Technology Services Provider (Same as below, promoted) | Manager, Network Operations Center | 11/2018 – 03/2023
- Responsible for ensuring the availability, performance, security, and reliability of client IT infrastructure and network services, in large luxury hospitality establishments.
- Primary duties required a combination of technical leadership, operational management, incident response, and client service to maintain high uptime and service quality.
- Developing and implementing strategies to achieve organizational goals and objectives, including setting performance targets, monitoring progress, and evaluating results.
- Conducting performance evaluations, providing coaching and mentoring to employees, and identifying opportunities for professional development.
- Built and maintained trusted relationships with client stakeholders, vendors, and partners, strengthening account health, driving client retention, and ensuring a positive organizational image.
- Account governance activities including regular touchpoints (QBR’s, weekly or bi-monthly) that keep delivery aligned to the client’s evolving needs.
- Identifying and addressing operational issues, including identifying areas for improvement and developing action plans to address them.
- Participated in pre-sales meetings, providing operational insight to help shape proposals and set realistic delivery expectations for prospective and existing clients.
- Managing and maintaining appropriate records, documents, and reports related to departmental activities.
- Collaborating with other departments, teams, and stakeholders to achieve common goals and objectives.
Hospitality Technology Services Provider (Same as below, promoted) | Support Services Manager | 08/2019 – 06/2021
- Instrumental in the creation of the in-house IT service desk department at the organization.
- Developed departmental goals and standards in line with supporting organization’s mission and strategic vision.
- Improved internal processes to increase client response times and employee productivity.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Evaluated performance of support staff and provided coaching to improve performance.
- Worked with executive team to improve workflows and eliminate unnecessary tasks.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans and objectives.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Determined staffing requirements, interviewing, hiring and training of 30+ new SD employees.
Hospitality Technology Services Provider | Client System Administrator, Network Operations Center | 07/2015 – 11/2018
- Managed a dedicated portfolio of 11 high-profile, high-value client accounts ($10M ARR), serving as the primary technical owner responsible for system health, uptime, and strategic alignment with business needs.
- Oversight of high-priority isolated tickets or tasks ensuring timely resolution.
- Liasson between client and internal team (engineering, security) ensuring the client’s needs are represented accurately internally.
- Facilitated weekly/bi-monthly standup incident review meetings to track root causes, resolution status, and follow-up actions, driving continuous improvement in service delivery.
- Proactive risk management detecting issues before the possibility of a service impacting event or outage.
- Participated in network upgrade, refresh, and design projects, planning and implementing hardware replacements and topology enhancements to improve the performance, reliability, and scalability of client network infrastructure.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Performed daily backups and routine monitoring of switches, computer systems and data networks for optimal operation.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
- Maintained production network according to company SLAs to fulfill agreed-upon client specifications.
Enterprise Communications Technology Provider | Network Engineer | 05/2008 – 04/2015
- Primary duties included toolset implementation, administration, customization, maintenance, and overall network health.
- Lead Engineer on extensive toolset migration project involving all client network device migration to Zenoss Service Dynamics utilizing Python scripting of OIDs.
- Utilized Linux, SQL, and various network elements such as firewall configuration, VPN concentrator configuration, IP, and hardware staging / deployment.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Identify, triage, and escalate alerts/alarms in real time.
- Log, update, and manage tickets in ITSM platforms (ServiceNow, Remedy, Jira Service Management).
- Serve as first responder for outages and service-impacting events and provide timely status updates to stakeholders during outages/maintenance windows.
- Coordinate bridge calls/war rooms for major incidents (MIM/P1 process).
- Identify recurring issues and drive root-cause elimination.
- Mentor junior NOC analysts and lead shift operations.
- Generate uptime, MTTR, and SLA compliance reports for leadership.
- Tracked network and telephony devices for performance and load threshold metering.
Government Software Solutions Provider | Technical Trainer | 03/2006 – 02/2008
- Delivered technical training to users with varying levels of expertise by translating complex software functionality and technical concepts into clear, practical, and easy-to-understand instruction, improving user adoption and product proficiency.
- Led both remote and onsite comprehensive onboarding programs, advanced training sessions, and specialized learning modules focused on SaaS solutions supporting tax, court, and appraisal operations, while educating clients on software best practices, workflow optimization, and applicable industry regulations.
- Maintained expert-level knowledge of proprietary government application (SaaS), software releases, product enhancements, integrations, and evolving technical and regulatory requirements by collaborating with product development, support, and implementation teams while participating in ongoing professional development.
- Developed and maintained user guides, knowledge base articles, training documentation, and self-service resources that empowered clients to independently utilize software features and reduced reliance on support teams.
Telecommunications Service Provider | Network Operations Engineer | 01/2004 – 03/2006
EDUCATION AND TRAINING:
- Bachelor of Science, Criminal Justice (Minor: Computer Science) | Regional University | 1995-2000
- Genesys Cloud CX Developer Certification (GCX-CCD) | March 2022
- Genesys Cloud CX Professional Certification (GCX-GCP) | March 2022
- ITIL v3 Certification | May 2020 | ITIL v4 In Progress
- CCNA Certification | Private Technical Institute | March 2004
