MSP vCIO & Client Success Navigator

CERTIFICATIONS

KEY SKILLS

Language: Knowledge of HTML, C++, PowerShell Scripting, Command Prompts, and Mac Terminal
Operating System: Windows XP, 7, 8, 10, and Mac OS
Web Application: CUNYFirst (versed in Student, Faculty, and Staff usage), PeopleSoft, Degree
Audit, Sun Guard, BlackBoard, CUNY Website, CRM, Service Desk, Kaseya, Manage Engine, Google Suite, GoDaddy Domains, Network Solutions, DropBox, Box, Google Drive, OneDrive, SharePoint, Cisco Meraki Line, BlueJeans, Jive Portal, Zoom, GoToMeeting, Rackspace Email, Kerio Email, Big Mountain Email, Intermedia, Zoom, Google Meet, Skype, GoToMeeting
Microsoft Office 2007/2010/2013/Office 365: Skilled in Word, PowerPoint, Excel, Access, Publisher, OneNote, and Teams
Knowledgeable in: Kaseya, WatchGuard System Manager, Nortel Business Manager, Kaspersky
Security Center, 2x RDP, PRTG Enterprise, Active Directory, ConnectWise, LabTech, Meraki products, ShoreTel Phone System, Microsoft Teams Phone System, Jive Phone System, RingCentral Phone System, Adobe Creative Cloud, and Google Suite

WORK EXPERIENCE

MSP (2021-Present)
Technical Account Manager/VCIO

Guide customers through the onboarding journey and maintain the relationship throughout
Complete quarterly business reviews and report any security risk to clients
Manage projects to ensure timely resolution and report updates to clients
Track service metrics using BrightGauge and ConnectWise
Forecast IT service requirement and create yearly budgets
Provide training and guidance on products and services
Help manage service level agreements

Another MSP (2019-2021)
Technical Account Manager

Meet with clients on a regular basis to understand their overall objectives and requirements
Contact customers on a regular basis to maintain account relationships, advise on new product and service offerings, and obtain feedback on products.
Analyze clients’ needs, including networking and computing infrastructure, and suggest upgrades or additional features to meet their requirements
Prepare a plan for each client account to identify what and how short and long term needs may be met
Liaise with the sales department to win new business and increase sales
Document technical requirements, schedules and client interactions.
Test, conduct quality assurance and validate for technical feasibility and product launch.
Manage and plan technical projects to ensure completion and client satisfactions
Respond to technical concerns and problems, ensuring smooth implementation and ongoing support
Prepare and conduct technical/product presentations and demonstrations.
Ensure that sales, engineering, and training departments provide post-implementation support to assigned accounts/customers.

Same MSP (2017-2019)
Helpdesk Support Engineer

Perform network administration task
Respond to incoming calls and emails regarding IT problems
Manage health, maintain, and image computers and laptops
Assisted in computer access on in-house and out-house computer system
Created technical documentations for users and staff for daily software use
Mass Service provides a wide range of clientele, including both desktop and in-house support.
Perform hands-on fixes, which include installing, upgrading and maintaining software and hardware

College (2011-2020)
College Assistant (Help Desk and Lab Technician, Lab Scheduler)

Home Health Company (2015-2017)
Help Desk Technician/Network Service Technician

EDUCATION

Bachelor of Arts in Sociology & Secondary Education & Youth
GPA: 3.7/4.0 (Cum Laude); High Honor Roll; Dean’s List all semester in attendance