Technical Account & Systems Operations Management
Strategic and performance-driven IT leader with extensive experience driving enterprise technology performance, client onboarding excellence, and operational alignment across complex IT ecosystems. Recognized for blending deep technical expertise with relationship-driven leadership, ensuring flawless service delivery, customer satisfaction, and account retention. Expert at transforming technical environments into scalable, efficient, and secure infrastructures through data-driven decision-making and proactive client engagement. Proven success in leading onboarding, alignment, and lifecycle management for enterprise clients while translating business objectives into actionable IT strategy. A trusted advisor to C-suite and stakeholders – uniting technology, process, and people to achieve measurable impact.
Areas of Expertise
- Technical Account Management
- Client Onboarding & Implementation
- Customer Success Strategy
- Client Relationship Leadership
- Disaster Recovery & Business Continuity
- Cloud Infrastructure Management
- Enterprise Systems Administration
- Process Standardization & Automation
- Infrastructure Design/Deployment
- IT Service Delivery Management
- Stakeholder Communication & Escalation
- Network & Security Administration
Professional Experience
MSP (2018–2025)
Client Onboarding Specialist (2021–2025)
Directed end-to-end client onboarding for Managed Network Services and Strategic Services portfolios, serving as the primary liaison between clients, project managers, and technical teams to ensure seamless transitions. Created detailed onboarding documentation, client portals, and visual reports to enhance transparency and client engagement throughout the process. Collaborated with vCIOs, Project Managers, and Help Desk teams to coordinate resource deployment, licensing verification, and asset confirmation across multiple environments. Executed desktop implementations, workstation imaging, and environment configuration tasks to support client operational readiness.
- Engineered, documented, and continuously refined the onboarding framework, standardizing workflows, reporting, and client communications to improve delivery consistency and cycle times.
- Conducted comprehensive onsite assessments and data collection, capturing infrastructure inventories, admin credentials, and application console locations to facilitate smooth service integration.
- Delivered professional customer kickoff presentations and coordinated service handoff meetings to align expectations.
- Managed escalations and client communications throughout onboarding, ensuring rapid issue resolution.
- Reviewed contracts, validated asset counts, and confirmed client critical success factors prior to service activation.
- Ensured sustained satisfaction/successful transition to support teams by conducting post-onboarding follow-up calls.
- Earned Microsoft AZ-900: Azure Fundamentals certification, applying cloud knowledge to optimize onboarding processes for Azure-integrated environments.
Technical Account Manager (2021–2021)
Acted as a strategic customer advocate and trusted advisor, aligning technology solutions with client business goals to ensure successful service delivery and long-term partnership value. Partnered closely with Sales and Operations teams to identify expansion opportunities, renew contracts, and drive customer retention across assigned enterprise accounts. Conducted ongoing service reviews and monitored delivery performance to ensure compliance with contractual obligations.
- Provided consultative guidance to clients, leveraging deep technical and business acumen to help them execute IT roadmaps, overcome infrastructure challenges, and enhance operational performance.
- Resolved customer technical requests, ensuring timely/high-quality service fulfillment across multiple environments.
- Developed and maintained strong, trust-based relationships with key stakeholders, fostering proactive issue resolution.
- Delivered detailed service performance reports and executive summaries to customers and internal leadership, highlighting key metrics, SLAs, and improvement initiatives.
- Created technology roadmaps to identify infrastructure risks, upgrade opportunities, and investment priorities, supporting clients’ long-term IT planning and budgeting.
Technical Alignment Engineer (2020–2021)
Conducted comprehensive IT environment audits to enhance infrastructure stability, minimize reactive incidents, and elevate overall service quality across client accounts. Oversaw client onboarding processes and maintained engagement throughout the lifecycle to ensure consistent alignment, documentation accuracy, and satisfaction. Utilized TruMethods methodologies to perform detailed client assessments and assist the vCIO in building strategic IT roadmaps. Delivered quarterly alignment reviews and participated in business strategy sessions to present findings, progress, and optimization opportunities.
- Partnered with the vCIO to ensure all client environments aligned with technical standards and supported each organization’s business objectives and growth plans.
- Developed in-depth understanding of each client’s technology stack, operational dependencies, and strategic priorities.
- Generated monthly health reports to evaluate PSA/RMM metrics, implementing preventive maintenance measures.
- Monitored software license compliance and asset inventory, coordinating refresh cycles and vendor support agreements.
- Advised clients on technology selection and implementation in collaboration with Solution Architects.
Systems Engineer – Tier 1 (2018–2020)
Delivered frontline technical support as part of the Helpdesk, efficiently diagnosing and resolving hardware, software, and network issues across diverse client environments. Conducted remote troubleshooting and issue triage using industry-standard remote access tools, ensuring minimal client disruption and rapid resolution times. Collaborated with Tier II and Tier III engineers to escalate and resolve complex incidents, maintaining a seamless flow of communication and knowledge transfer.
- Leveraged ConnectWise to document incidents, build internal knowledge bases, and maintain accurate service records.
- Applied analytical and critical thinking to diagnose intricate technical problems, identify root causes, and implement lasting solutions that improved client workflow efficiency.
- Prioritized ticket queues to balance responsiveness and resolution accuracy, maintaining service-level objectives.
- Communicated with clients, vendors, and internal stakeholders to foster trust, transparency, and long-term relationships.
- Supported a major Point-of-Sale (POS) migration project, transitioning a client from NCR Aloha to Toast.
Career Gap (2014–2018)
Community Leadership & Volunteer Experience
- Served in multiple leadership and coaching capacities for youth football and feeder basketball programs.
- Progressed from Assistant Coach to Head Coach and from Co-Director of Equipment to 2nd Vice President and League Representative, overseeing equipment operations, player development, and coordination with a youth football league.
- Coached youth teams across basketball and football divisions, fostering teamwork and sportsmanship in players aged 10–14, while contributing year-round to Board leadership and program operations.
Telecom Company (2012–2014)
Senior Specialist System Administrator Tier 3
Served as Tier 3 escalation point for complex infrastructure issues across enterprise-scale environments, providing 24x7x365 support for hardware, OS, clustering, VMware, Citrix, Active Directory, DNS, SAN, and custom applications. Administered large-scale VMware environments (46+ vCenters, 4,400+ ESX hosts, 23,000+ VM servers, and 33,000+ virtual desktops), performing advanced troubleshooting, configuration, and optimization to maintain system performance and stability.
- Performed ESXi host patching and upgrades, vCenter maintenance, and vMotion migrations to support uptime.
- Provisioned/configured virtual machines within vCenter, managing CPU, memory, storage, and network allocations.
- Supported high-availability (HA) and load-balanced environments, optimizing virtualization and clustering.
- Ensured compliance, data protection, and system resiliency across global server operations by collaborating with cross-functional infrastructure and security teams.
Additional Experience
Multiple IT Roles Telecommunications & Corporate IT Services
Education
Bachelor of Arts Computer Information Systems
Technical Proficiencies
Operating Systems & Servers: Microsoft Windows Server (2000–2016), Microsoft Windows Clustering, Microsoft Azure, Active Directory, Citrix, DEC VAX/VMS
Virtualization & Cloud Platforms: VMware vCenter, VMware ESXi, VMware vSphere Client, VMware Clustering, vMotion, High Availability (HA), Cisco UCS Manager, Microsoft 365, Microsoft Azure Cloud Services
Networking, Security & Connectivity: VPN Clients (Sophos, SonicWall, Cisco), Cisco Meraki, Firewalls, McAfee VirusScan, SAN Connectivity, QLogic SANsurfer, DNS
Backup, Storage & Disaster Recovery: Symantec Veritas Storage Foundations for Windows, Symantec Veritas NetBackup, Custom Disaster Recovery Solutions
IT Management & Monitoring Tools: ConnectWise Manage, ConnectWise Automate, IT Glue, PDQ Deploy, Auvik, Network Detective Pro, BrightGauge, ScreenConnect, Datto, Liongard
Hardware & Infrastructure: HP/Compaq ProLiant Servers, Dell PowerEdge Servers, IBM Servers, Cisco UCS Hardware, DEC VAX 4000 / VAX 11/750 Systems, Network Switches (HP Aruba, Dell, Netgear)
Point of Sale & Business Systems: NCR Aloha POS, Toast POS
Telephony & Call Center Systems: Nortel Symposium, eTalk Recorder, Cisco Global Call Routing
Programming & Scripting: NT Scripts / Procedures (Windows), Custom Applications Development
