Profile
Self-starting and highly motivated Client Success/Experience professional with a strong focus on maintaining positive client relationships, driving Quarterly Business Reviews, and assisting with escalations. Proven ability to meet deadlines, prioritize tasks, and follow up effectively. Excellent interpersonal and technical problem-solving abilities, backed by extensive experience in Service Desk and Project team environments. Dedicated team player with exceptional service values and professionalism.
Summary
- Strong written and oral communication skills
- Highly organized; able to plan, prioritize, and manage projects independently or as a team
- Planned and managed several office re-locations (technical and client strategy oversight)
- Strong understanding of ConnectWise suite of tools (PDQ, Manage, Automate and Control)
- Experience managing client relationships and identifying technical improvements and opportunities
- Experience to train and develop team members and volunteers
Professional Experience
MSP (2021-2024)
Client Success Manager
- Serve as client liaison for 25+ clients in Finance, Health, Education and Manufacturing verticals; clients ranging from Enterprise to SMB
- Cultivate the customer lifecycle, conduct on-site visits, and perform quarterly business reviews
- Be the voice of the client to expedite timely resolution to service issues and or concerns
- Collaborate across multiple teams to ensure positive customer experience and growth; Sales, Professional Services, Physical, SOC, and Service teams
- Meet and Discuss solutions with vendors and on-site IT Companies we partner alongside
- Building relationships, identifying retention opportunities as well as minimizing churn
- Strong understanding of client engagement tools (ConnectWise, Gainsight, BrightGauge)
MSP different than above (2016-2021)
RMM Engineer/Help Desk Engineer
- Provide proactive management services to clients and resolve issues with urgency
- Responsible for creating/maintaining scripts and scheduled tasks for 2000+ endpoints
- Administrate applications (e.g. DarkWebID, ConnectWise Control & Automate, Bitdefender Console)
- Primary point of contact for on-boarding and off-boarding client Sites, Locations, and Computers
- Install and Troubleshoot systems remote and on-site at client locations
- Maintain accurate and in-depth detail of service ticket notes and resolution within our CRM software
MSP in Central Jersey (2014-2016)
Service Engineer / Project Engineer
- Maintain client specific documentation for all IT infrastructure up to date throughout the course of a project
- Perform on-site (local and travel) visits, perform data collections and PC deployments
- Install servers, switches, access points, and other network equipment as necessary
- Execute assigned project tasks within best company practice and technology standards
- Assist the Project Lead as well as leading own assignments while on-site or supporting remotely
- Creation of checklists and other templates as directed by the Project Manager
- Install and configure technologies such as Active Directory, Role Based Access Control, and Office 365
- Establish and configure connections for network devices such as Modems, Firewalls, and Printers
Church (2007-2014)
IT Administrator
- Responsible for repairs, upgrades, maintenance of computer network(s) for church office and private school totaling over seventy systems in multiple buildings
- Provided workstation and network support
- Maintain multiple websites using Joomla and WordPress
- Administrate and assist users with Email Marketing tools (Mail Chimp and Constant Contact)
- Maintain data backups, computer licensing, and hardware/software documentation
- Maintain and manage an IT/Facilities work order system
- Served as network administrator managing user passwords, logins and system use
- Administrated VoIP phone systems
Education
- Associates Degree in Computer Science with a Concentration in Computer Networking
- A+ Certified; Net+ Certified; Dropbox for Business Certified
