Key Achievements
- Streamlined Vendor Relationships: Negotiated contracts with key vendors, reducing costs by 15% while improving service delivery.
- Enhanced Support Processes: Developed comprehensive internal documentation, reducing product support tickets by 20%.
- Led MSP Offering Development: Established RMM and Endpoint Security guidelines, improving client satisfaction by 25%.
- Scaled Team Performance: Managed cross-functional teams of up to 12, boosting productivity through streamlined workflows.
Work Experience
MSP (2019-2025)
Procurement Specialist / IT Support Specialist
- Spearheaded vendor relationship management, securing partnerships that improved product quality and reduced costs by 15%.
- Led purchasing and product management teams, overseeing a portfolio of 50+ IT products and services.
- Evaluated and validated new products, ensuring alignment with market demands and company objectives.
- Authored internal support documentation and helpdesk scopes, reducing resolution times by 20%.
- Collaborated with IT engineers to develop RMM and Endpoint Security protocols, enhancing MSP service reliability.
MSP same above (2014-2019)
Engineering Supervisor
- Managed a tier-two IT engineering team of 5, improving project delivery timelines by 30% through process optimization.
- Created IT scopes and checklists for site installations, ensuring 100% compliance with service standards.
- Provided technical support to help desk and cross-departmental teams, resolving 95% of escalated issues within SLA.
MSP same above (2013-2014)
Tier Three Engineer
- Designed new service offerings, expanding customer portfolio by 10% through innovative IT solutions.
- Supported internal IT infrastructure, maintaining 99.9% uptime for critical systems.
- Assisted the helpdesk with complex product issues, improving first-call resolution rates by 15%.
IT Company (1998-2013)
IT Manager
- Negotiated voice and data contracts, saving $50,000 annually through optimized carrier agreements.
- Managed company-wide IT infrastructure, ensuring seamless operations across 20+ sites.
Education
- Associate of Applied Science in Electronics
- Professional Development in MCSE and Cisco CCNA
Skills
- Product Lifecycle Management
- Vendor Negotiation & Relationship Management
- Cross-Functional Team Leadership
- IT Infrastructure Management
- (RMM) N-Able, NinjaOne, Avast Business Coud Care
- (Cyber Security) SentinelOne, Avast Business and Sophos
- Technical Documentation
- Process Optimization
Technical Proficiencies
- Platforms: Cisco Meraki, Allworx VoIP, SonicWALL
- Tools: RMM Software, Endpoint Security Solutions
- Methodologies: Agile Product Management, ITIL
Certifications
- ADI BICSI Introduction to In-Building Cellular Booster Systems, 2024 – Present
- Cisco Meraki CMNA, 2023 – Present
- Allworx Certified Professional (ACP), 2016 – Present Expertise in VoIP systems, IP phones, and data networking
- Cambridge BICSI Sound Management (CSM 103), 2014 – Present
- SonicWALL Network Security Advanced Administration
