LA: MSP Service Manager & Account Manager

IT Service Manager

Grenada Hills, CA

Skilled in supporting the needs of the business and leading an effective, motivated team in those efforts. My specialty is in multi-site teams with a strong emphasis on transparency and collaboration.

  • Project Management
  • Data Center Technologies
  • Change Management
  • Global Command Center Management
  • Process Improvement
  • Vendor Relations


COMPANY: 15 Person Regional MSP                                                                                                                           February 2015 – Present

IT Service Manager

Managing a team of 9 technical engineers supporting approximately 60 client

  • Manage service metrics responsible for maintaining contracted SLA performance
  • Direct collaboration with Sales to onboard new companies at a rate of 2 to 3 a month
  • Analyze existing systems to determine and maintain individualized KPI’s per client
  • Define technical and business requirements via RFP process including ROI
  • SOP owner and champion for service business processes
  • Maintain company profitability through employee efficiency and client retention
  • Manage all business aspects of service including planning, budget, allocations, marketing, and communication

COMPANY: Large Hospital                                                                                                                                                         2011 – 2015

IT Supervisor, Client Services

Managed a team of 9 technical analysts supporting infrastructure/application support for 1200 employees

  • Asset Inventory Project – implemented division-wide assets management system which improved asset identification and system deployment times by 45%
  • Global Help Desk Project – Completed the CRMD division Global Help Desk Project. successfully transitioned platforms two weeks ahead of schedule avoiding the expense of dual environments
  • Completed hardware upgrade of 115 out-of-warranty Form Factor systems used in the production of pacemakers. Improved cycle times by 12% avoiding yearly support costs upward of 100,000 by eliminating the need to hire additional support staff

COMPANY: Large Medical Devices Company                                                                                                                       2001 – 2011

Global Command Center / Sr. Technical Specialist 

Global Command Center Representative for Global IT Shared Services.

  • West Coast single point of contact for severity 1 level outages of critical systems ensuring minimal downtime and rapid concise communication to business customers (Manager to VP)
  • Implemented multiple improvements of triage practices for outsourced Data Center vendor and Global Help Desk
  • Lead internal assessments/audits on validated systems providing evidence of established processes for HIPPA and Sarbanes Oxley

EDUCATION & Qualifications

BS in Computer Information Systems, DeVry University – West Hills

Technical Skills: Windows 10, Azure, Office 365

Database: Oracle, VB, SQL, MS Access

Industry Standards: HIPAA, SOX, ISO

Applications: Office, Project, SharePoint, Remedy, ConnectWise, Visio, TrackWise, Brightgauge, IT Glue, Teams