Proven and resourceful IT professional with over fifteen years of technology consulting experience on both the strategic, account management, and technical sides of Managed IT Services. My passion is building collaborative relationships, creating technical solutions for business needs, and adding value to the bottom-line. I seek a position with a mature organization that values strong technical, managerial, and interpersonal experience, encourages networking and relationship building, and offers internal growth opportunities.
EXPERIENCE
MSP (2021-2025)
vCIO
- Manage technology and business strategy for 15-20 client accounts in healthcare, financial services, life sciences, consumer products, and non-for-profit industries totaling over $300,000 per month of MRR.
- Coordinate and implement the Business Insight questionnaires to understand both the clients’ technological needs and business vision, then analyze our firm’s performance in meeting those goals.
- Prepare and present Quarterly Business Reviews with clients to guide IT budgets, strategy, growth, security, and compliance needs.
- Meet or exceed specific internal KPI’s which include increasing MRR with a set of assigned clients.
- Project manage application migrations, office relocations, and major expansions.
- Serve as a member of the Leadership Team that: 1) drives company goals, initiatives, and culture; and 2) offers new ideas to grow the organization.
- Document new processes to streamline client services, quote projects, and design project implementations which improves overall client experience
- Participate in Sandler’s, Foundations, and Sales Master training.
Another MSP (2016-2021)
CLIENT SUCCESS MANAGER
- Served as a client relationship advocate and cross-functional team lead for more than fifty small-to- medium sized clients in the following industries: legal, real estate, non-profit, manufacturing, and family wealth management.
- Identified new needs of existing clients and worked across the firm’s platform to create new solutions which generated a new revenue stream of more than $2 million over a 3 year period.
- Created, beta-tested, and successfully implemented a remote work platform that enabled a mid-sized law firm (with more than one hundred employees) to go live within the first two weeks of the pandemic.
- Co-project managed the simultaneous relocation of a mid-sized law firm, network upgrade, workstation upgrades, and migration to Microsoft O365 and other cloud-based applications.
- Managed client satisfaction and service delivery, directed requests to the appropriate internal teams, and coordinated the implementation of various solutions.
- Maintained team metrics such as opportunities, sales targets, and priority clients.
- Reviewed monthly invoicing and collected project deposits and payments.
- Assisted with contract negotiations by partnering with third-party vendors and brokers to determine the budgets and timelines that best fit client needs.
MSP Same Above (2007-2016)
SERVICE DESK ANALYST/TEAM LEAD
- Managed a team of fifteen support analysts across multiple locations including New York City, Princeton, Philadelphia, and Chicago.
- Met and reported on call wait times, ticket time to resolution, and accurate time entry documentation.
- Maintained client relationships.
- Served as the technical escalation point for service desk analysts and partnered with the Lloyd Group’s internal tier-3 and project teams to review escalated issues.
- Identified opportunities to offer additional services to improve client service.
- Rolled out Lloyd Group’s “chat” feature.
- Implemented call tracking and reporting systems.
- Provided monthly reporting to clients to help pinpoint opportunities for improvement based upon ticket types and recurring requests.
- Mentored junior analysts to develop their business and technical skills.
- Level 1 and Level 2 support analyst for more than one hundred clients globally in a variety of verticals including manufacturing, real estate, legal, finance, and advertising.
APPLICATION KNOWLEDGE & PARTNERSHIPS
- MS Office (M365) CSP ConnectWise
- HALO Quosal
- Microsoft SharePoint Sandler
- BrightGauge Hubspot
- ITGlue Egnyte
