NYC: MSP Service Delivery Manager & Team Quarterback

Service Delivery Manager New York, NY Skills & Abilities Seasoned IT professional currently working as a service delivery manager at a large Midtown Manhattan MSP. Previously owned and operated an MSP for over 15 years catering to small to medium-sized businesses supporting various industries. Areas in which I excel: Project Management Complex Problem Solving Customer…

Service Delivery Manager

New York, NY

Skills & Abilities

Seasoned IT professional currently working as a service delivery manager at a large Midtown Manhattan MSP. Previously owned and operated an MSP for over 15 years catering to small to medium-sized businesses supporting various industries.

Areas in which I excel:

  • Project Management
  • Complex Problem Solving
  • Customer service and support with a level 2/3 Systems Engineer skillset
  • IT sales including deep knowledge of the Microsoft licensing model and partner channels with Dell/HP and others
  • Microsoft Server and Back Office products including MS Server 2000/2003/2008/2008/2012/2016
  • SBS 2000/2003/2003/2008/2011/2012/2016
  • Exchange 2000/2003/2007/2010/2013
  • SQL 2000/2005/2008/2012
  • Hyper V 2008/2012/2016
  • RDS/Terminal Services/VPN Technologies
  • Microsoft Server Migrations
  • Office 365 Solutions and Migrations
  • ConnectWise CRM, Labtec/Automate RMM, Solarwinds RMM, Comodo RMM
  • Cloud Technologies: AWS and Azure hybrid cloud environments/Rackspace/Provisioning VMs for application hosting/Online backup/ Development environments. Also, client-side technologies including: Google Apps/Dropbox/Box/One Drive/Carbonite/iCloud
  • Firewalls: Cisco ASA/Fortinet/Sonicwall TZ
  • Switches: Cisco Catalyst/HP ProCurve/Netgear Prosafe/Dell PowerConnect/Ubiquity
  • Wireless Technologies: OpenMesh/Meraki/Cisco Aironet/Unify
  • Virtualization including Hyper V and VMware, failover clusters, shared storage including SAN, NAS, Storage Spaces utilizing EMC/NetApp/Dell EqualLogic and PowerVault/Synology/Netgear/QNAP
  • Client OS and productivity software including: Windows 9x/2000/XP/Vista/7/8/10. Mac OSX all versions. Productivity: Office 2000/2003/2007/2008/2010/2011/2013/2016

PROFESSIONAL HISTORY

COMPANY: 50 Person Nationally-based MSP                                               2017-Present

Service Delivery Manager

  • Ensures that products are delivered in a timely manner and that the quality of the goods meet delivery guidelines
  • Coordinates/manages technical resources, both internal and 3rd party personnel, and oversees their time against budget
  • Manages a team of over 50 techs ranging from senior engineers to NOC techs
  • Assists with escalation and high priority tickets with senior engineering
  • Picks up high priority tickets and personally sees to their resolution

COMPANY: Small Regional MSP                                                                   2002 – 2017

Owner/Senior

  • Founded and operated Frontline Networks in 2012 as a break/fix consultant in Santa Barbara
  • Built into a successful MSP with a breadth of clients ranging from manufacturing/production factories to world class wineries and renowned doctors and scientists/engineers
  • Frontline supported thousands of end users with proactive technologies and cost-conscious service level agreements leveraged with high availability environments in order to minimize downtime and maximize efficiency

EDUCATION:

Santa Barbara City College, Santa Barbara, CA, AA

UCSB, Santa Barbara, CA

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