PROFILE
Team Lead Service Desk Manager with 8.5+ years in the MSP industry, experienced in leading technical teams and optimizing service delivery. Proven success in using the MSP Fuel model to improve team structure, operations, service alignment, operational performance through clearly defined processes and boost client satisfaction. I’m passionate about contributing to collaborative, growth-oriented organizations that value transparency, continuous learning, and technical excellence.
WORK EXPERIENCE
MSP (2022-2025)
Service Desk Manager
- Managed Service Desk, Centralized Services, and Technology
- Alignment at an MSP for 60+ clients.
- Led 8 engineers; improved workflows and resolution times.
- Used MSP Fuel framework to standardize and scale service delivery.
Key Contributions
- Service Desk:
- Managed daily operations for a team of 8 engineers
- Implemented MSP-Fuel-based workflows and ticket triage systems
- Acted as final escalation point and maintained client communication
- Conducted QA audits and team coaching
- Interviewed, onboarded, and trained new hires
- Technology Alignment:
- Standardized infrastructure using Fuel alignment strategies
- Supervised technical audits and implemented remediation plans
- Partnered with vCIOs to assess risk and build IT roadmaps
- Collaborated in closing alignment gaps to reduce reactivity
- Centralized Services:
- Supervised the process of RMM, patching, and automation with Datto RMM, Addigy and Group Policy with Active Directory
- Enhanced documentation and streamlined processes.
IT System Analyst (2016-2022)
- Delivered Tier 1, 2, up to 3 technical support to end users across hardware, software, network, and enterprise application issues, ensuring high levels of customer satisfaction and prompt resolution.
- Incidents diagnosis and resolution via phone, email, remote tools, and in- person support; escalated complex issues to appropriate teams when necessary.
- Managed user accounts, group policies, and permissions within Active
- Directory and other identity systems.
- Documented incidents, solutions, and procedures in the ITSM system.
- Contributed to system upgrades, patch management, and endpoint deployments in collaboration with infrastructure and engineering teams.
Home Installations (2016-2020)
IT Consultant & Field Technician JUN 2016 – MAR 2020
- Installed and supported automation and smart tech systems.
- Provided training, support, and vendor coordination.
5TH AVENUE (2013-2016)
General Manager
- Oversaw IT systems, operations, and marketing.
- Managed hiring, inventory, and vendor relations.
- Led the business through ownership transition.
Architect (2015-2016)
Field Technician
- Installed and supported smart technology in luxury residences.
EDUCATION
- A. in Liberal Arts & Science 2016
TECHNICAL SKILLS
- Operating Systems: Microsoft
- Windows XP/7/10/11, Windows
- Server, macOS
- Platforms & Applications:
- Microsoft 365 Platform (Office, Sharepoint, Intune. Etc) Google Workspace
- MSP Tools: Kaseya (ITGlue, Datto RMM, Datto EDR, Autotask), ConnectWise Manage & Control, Addigy, HaloPSA, ABM
- Programming Languages: Python, Java, C++
- Other Skills: Troubleshooting, Customer service management, Crisis communication
L ANGUAGES
- English (Fluent)
- Russian (Fluent)
