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
