SUMMARY
Strategic IT leader with over 20 years of experience driving technology alignment, cybersecurity maturity, and operational efficiency within managed service environments. Combines hands-on technical expertise with executive-level advisory skills to help clients standardize, secure, and modernize their IT ecosystems. Proven success leading cross-functional teams, building trusted client relationships, and delivering measurable outcomes through proactive governance, best practice implementation, and continuous improvement. Recognized for reducing operational noise, strengthening compliance readiness, and fostering a culture of cybersecurity awareness across diverse client portfolios.
AREAS OF EXPERTISE
IT Strategy & Technical Alignment | Managed Services Delivery | Cybersecurity & Compliance (NIST, CMMC, CIS Controls) | Client Technology Roadmapping | Infrastructure Optimization & Lifecycle Management | IT Governance & Best Practice Implementation | Endpoint Management (M365, Intune, Azure AD, GPO) | Security Posture Improvement & Risk Mitigation | Process Standardization & KPI Performance Management | Team Leadership & Staff Development | Cross-Functional Collaboration (vCIO, Projects, Service Desk) | Client Relationship Management & Retention | Operational Efficiency & Ticket Reduction Strategy
PROFESSIONAL EXPERIENCE
Managed Service Provider (Same as below) | Sr Technical Alignment Manager | January 2015 – Present (10 years)
Managed Service Provider (Same as below) | Service Desk Manager | August 2013 – December 2015 (2 years)
Managed Service Provider | Service Desk Team Lead | October 2008- July 2013 (5 years)
Senior leader overseeing client technology alignment, strategic IT planning, and infrastructure optimization for a portfolio of 18+ managed service clients. Combines deep technical expertise with executive advisory skills to drive IT maturity, compliance, and business value. Leads a team of 10 professionals while partnering cross-functionally with service desk, centralized services, and project delivery to standardize technology stacks, reduce reactive issues, and enhance client cybersecurity posture.
Key Responsibilities
- Directed the Technical Alignment Department with a mission to reduce reactive incidents, promote standardization, and serve as a trusted technology advisor.
- Managed and mentored a team of 10 engineers to deliver consistent client experience and alignment to IT best practices.
- Oversaw 18+ client environments, aligning infrastructure with CMMC, NIST, and CIS v8 frameworks to strengthen compliance and risk posture.
- Collaborated with vCIOs to develop long-term IT roadmaps, budgets, and strategies tailored to each client’s business objectives.
- Provided both hands-on technical execution (Intune, Group Policies, Office 365, Azure, DUO, SentinelOne, ConnectWise, LabTech) and strategic guidance on standardization, modernization, and lifecycle management.
- Led security improvement initiatives, embedding cybersecurity awareness and governance into client operations.
- Partnered with internal teams (Service Desk, NOC, Projects, and Centralized Services) to streamline processes, reduce ticket volumes, and ensure proactive remediation.
- Monitored KPIs to measure alignment success, service delivery efficiency, and endpoint stability.
Key Accomplishments
- Reduced tickets per endpoint by 46% through proactive best practice alignment and automation.
- Maintained a 95% client retention rate by fostering strong, trust-based relationships and delivering measurable value.
- Managed a $1.5M client portfolio, ensuring contractual satisfaction and consistent renewal outcomes.
- Achieved 8+ years without a major cybersecurity incident across managed clients through layered security controls and compliance enforcement.
- Improved client compliance audit readiness through detailed assessments, remediation plans, and documentation aligned to NIST and CIS standards.
ADDITIONAL RELEVANT EXPERIENCE
Data Storage Company | IT Operations Support
Scientific Products Company | Sr. Network Administrator
Early Childhood Education Company | Technical Support Team Lead
Office Products Company | Network Administrator
EDUCATION
Bachelor’s Degree, Management Information Systems (MIS)
