15 Year MSP Service Delivery & IT Operations Veteran

Kelly is a high-level Operations and Service Delivery Director with a dedicated tenure in the MSP industry dating back to 2011, having contributed her expertise to only two organizations during that period. She is an expert in scaling departments and driving operational maturity, notably leading a team of 28 direct reports across project management, account management, and engineering at Advanced Computer Technologies. Most recently, she transformed service delivery for a prominent Manhattan-based MSP by implementing rigorous SLA frameworks and integrating CSAT programs to enhance client satisfaction. Her leadership is defined by a commitment to high-touch "white glove" support and hands-on escalation management, including the successful oversight of large-scale infrastructure environments for major charter school networks across New York City.

Technically Kelly is an authority on MSP operational tools and metrics-driven performance management. She leverages platforms such as MSPBox, Autotask, and ConnectWise to maintain elite service levels, consistently achieving SLA rates between 98% and 100% through automated dashboard monitoring and ticket trend analysis. Her experience spans a broad range of RMM and documentation suites, including NinjaOne, Datto, N-able, ITGlue, and Hudu, which she uses to streamline workflows and ensure technical transparency across the service desk. Kelly excels at developing standardized onboarding frameworks and project templates that align technical execution with business objectives, ensuring all infrastructure initiatives are delivered within scope and budget.