SUMMARY
Results-driven Service Team Manager with a strong track record of leading high-performing teams and delivering outstanding results for internal and external customers. Passionate about business success through effective team leadership, customer satisfaction, and a collaborative team culture.
EXPERIENCE
Managed Service Provider | Service Team Manager | August 2025-Present
- Managed daily IT service operations and ensured smooth issue resolution for clients.
- Acted as the main client contact, handling communication, escalations, and expectations.
- Coordinated technical teams and vendors for projects and ongoing support.
- Improved processes through better documentation and proactive follow up.
- Focused on delivering strong client satisfaction and consistent service value.
Managed Service Provider (Promotion, same MSP as below) | Service Team Manager | January 2022 – August 2025
- Lead a team of 10 Service Desk members, ensuring SLAs are consistently met.
- Manage escalated support tickets to maintain client satisfaction.
- Train and mentor team members through coaching and task delegation.
- Work closely with vCIOs to address client feedback and resolve critical issues.
- Identify productivity challenges and recommend improvements in training, processes, and engagement.
- Ensure client systems align with industry best practices and specific needs.
Managed Service Provider (Promotion, same MSP as below) | IT Support Specialist II | August 2020 – January 2022
- Performed on-site visits for equipment setup and troubleshooting.
- Assisted with technology-related moves, additions, and changes.
- Configured and maintained desktop software and hardware, including Windows, Mac, and Microsoft Office.
- Diagnosed and resolved PC/Mac and network infrastructure issues remotely.
- Collaborated with third-level support for server-related issues.
- Documented solutions and developed user guidelines.
Managed Service Provider | IT Support Specialist I | August 2018 – August 2020
- Provided on-site and remote IT support for clients, including hardware and software setup.
- Resolved networking, printer, and PC/server hardware issues.
- Developed expertise in Azure, Windows Server, Office 365, and VMware.
- Maintained detailed documentation for future reference.
Restaurant | Service Desk Analyst | October 2017 – August 2018
- Provided technical assistance for computer systems, software, and hardware.
- Diagnosed and resolved LAN, WAN, and other network-related issues.
- Conducted remote troubleshooting and followed up on outstanding cases.
- Coordinated with vendors to resolve hardware and broadband issues.
CERTIFICATIONS
- Google IT Automation with Python Specialization – Google | Issued May 2025
- Google Advanced Data Analytics – Google | Issued April 2025
- Google Business Intelligence – Google | Issued April 2025
- Google Data Analytics – Google | Issued April 2025
- Google IT Support – Google | Issued April 2025
- Fortinet Certified Associate in Cybersecurity – Fortinet | Issued Nov 2024
- Fortinet Certified Fundamentals in Cybersecurity – Fortinet | Issued Nov 2024
EDUCATION
Associate Degree in Computer Information Systems
January 2013 – December 201c | GPA: 3.70
SKILLS
- Client communication and relationship management
- Ticket triage, prioritization, and escalation handling
- SLA and KPI management
- ConnectWise Suite and Kaseya suite
- Project coordination and resource planning
- Vendor and partner management
- Root cause analysis and problem resolution
- Documentation standards and process improvement
- Network, workstation, and cloud environment support understanding
