Technical Sales Director and Ops Manager

OBJECTIVE

Targeting a Director of Business Development role within a managed services provider, leveraging a proven customer expansion strategy to increase new MRR by upselling the existing book of business. I have extensive knowledge of the MSP channel and the distinct sales motions required to win and grow SMB accounts.

•  Solutions Expert:  12+ years in the MSP industry with deep technical knowledge of the MSP services stack, supported by 12 years of prior corporate I.T. experience progressing from Tech Support to Network Engineer. I bring both buyer and provider perspectives that strengthen consultative selling and improve customer outcomes. Cybersecurity subject matter expert with a strong empathy driven sales approach. Graduate of the 7 Figures MSP Elite program (2-year track).
• Teacher, Influencer, YouTube Content Co-Creator: Co-creator of TechGlamTV, serving as the primary scriptwriter and behind-the-scenes lead, developing educational content that informs and influences viewers across YouTube. These videos focus on the technology challenges that customers are faced with and offer solutions that can solve those challenges
•  Trusted Advisor: Servicing customers by leading QBRs, identifying needs, and expanding recurring services. Own the solution lifecycle from discovery and scoping through proposal, delivery coordination, and ongoing optimization. Partner with internal teams to align I.T., cloud, and cybersecurity services to customer outcomes and maintain high satisfaction.
• Intuition Skills: Reading People has helped me understand their emotions, motives, and intentions in the sales process. Sensing Opportunities allows me to perceive opportunities or potential risks that may not be immediately obvious through logical analysis.

EMPLOYMENT HISTORY

MSP (2013-Present)
Director of Business Development, January 2024 – Present

• Closed over $20K of MRR by delivering compelling sales presentations / pitches, highlighting business outcomes,
• benefits tailored to customer needs all through foundational cyber security risk assessments
• Turned a $500 hardware only opportunity into a fully managed services deal worth $5K of MRR
• Second-in-command for 8 years with full executive authority, making critical decisions in owners’ absence
• Retained an at risk client by rebuilding trust and serving as the primary point of contact and escalation path
• Won back a departed client by leveraging my strong long standing relationship with business owners
• Discovered target opportunities through quarterly business reviews, converted 50% into MRR
• Excellent verbal and written communication skills, with the ability to engage, persuade stakeholders at all levels
• Expert technical understanding to effectively communicate product features and benefits to the novice
• Update / manage all sales activities, opportunities, and account information within HighLevel

 I.T. Operations Manager, January 2019 – December 2023

• Lead a team of I.T. professionals through operational processes
• Managed the helpdesk on a weekly basis holding meetings to ensure tickets are escalated / completed
• Implement monitoring tools to track system performance, availability, and security
• Provide guidance, mentoring, and performance evaluations to team members
• Allocate resources efficiently and ensure team has the necessary tools and training
• Responsible for the entire recruitment process and training of new technical personnel

 Network Engineer, January 2013 – December 2018

• Design, configure and implement / upgrade servers and network devices across 30+ customer’s sites
• Monitor, optimize network performance and security through proactive analysis
• Collaborate with clients to assess their networking needs and provide tailored solutions
• Implement security measures to safeguard client networks against cyber threats
• Maintain documentation of network configurations, procedures, changes, and created SOP’s
• Provide tier 3 support for network-related issues and assist the helpdesk team as needed
• Participate in on-call rotation to provide after-hours support as necessary
• Stayed current with the latest industry trends, technologies to recommend improvement upgrades

Marketing Company (2001-2012)
 Network Support Administrator

• Solely deployed, maintained, supported 1,200+ Blackberry, Android, and iOS mobile devices
• Also included tablets, broadband cards across Verizon Wireless, Sprint, AT&T Wireless
• Chief Purchasing Agent for all hardware, software, and wireless equipment
• Spearheaded ongoing cost savings initiatives which saved $250,000+ dollars annually
• Functioned as technical liaison with developers to isolate / replicate customer issues in the data collection site
• Worked alongside customers to ensure proper config of hardware / software of specialized products
• Upper management received 100+ customer accolades expressing appreciation for my work ethic
• Train new and existing employees on corporate I.T. systems through my weekly technical training orientation

Technical Support Specialist, April 2001 – September 2004

• Provide timely, high quality technical solutions to 2,500+ employees via in-person, remote, and phone support
• Responsible for monitoring, prioritizing, escalating, and responding to the helpdesk ticket queues
• Support the deployment of 400+ Blackberry devices utilizing Blackberry Enterprise Server
• Maintain inventory management system for all hardware and software through an access database
• Hardware repair and maintenance of Servers, Desktop Computers, Laptops, and mobile devices
• Create and manage 1,000+ user accounts, group policies, within active directory

Financial Company (1999-2001)
 Technical Support

• Provide help desk for 100+ employees while supporting desktops, servers, and Mitel phone system
• Document of customer communications, escalations, and resolutions via ticket tracking system
• Point person for installations, maintenance, and repairs of computers / peripherals

TECHNICAL SKILLS

• Operating Systems: Windows Server 2003 through 2022, Windows XP through Windows 11
• Systems & Tools: Entra ID, M365 Admin Center, AutoTask, Datto RMM, Datto Networking, Datto BCDR Backup, Datto Endpoint Backup, Datto SaaS Protection, Datto Commerce, DUO, Todyl, I.T. Glue, Island, Autoelevate, Avanan, Action1, PAX8, Sherweb, Dropsuite, Flexpoint, HacWare, Immy.bot, AI LLM Movebot, Keeper, LucidLink, Meraki MSP Portal, MYSonicWall, Ubiquiti Portal, Addigy, Slide, Telivy, Augmentt, TruGrid, Uncompromized, Valimail, HighLevel, Zoom Phone, Nuso VoIP, Zorus
• Hardware: DELL / HP Servers, SonicWALL Firewall, Datto, Meraki, and Ubiquity Networking
• Education: United Education Institute – Networking Technology Certificate

ATTRIBUTES

• Patience and Timing: Give the audience time to absorb and react to the narrative delivering key moments, punchlines, emotional beats
• Empathy: Understanding the customer’s perspective and empathizing with their challenges
• Collaborative: Strategize with teams to develop customized solutions to win the deal
• Passionate: About the impact of technology on business, my passion is contagious