MSP Operations & Service Coordinator

Supported both clients and internal teams until his role was recently eliminated due to a merger and automation changes. Known for his calm, polite, and professional demeanor, he has served as the “glue” between technical staff and client success managers—triaging, dispatching, and cleaning up tickets to ensure smooth operations. He coordinated both onsite and remote dispatching, regularly handled 100–200 tickets daily, and took ownership of ensuring SLAs were met. When CSMs were unavailable, he stepped in directly with clients, joining calls and meetings, gathering issues, creating tickets, and driving them toward resolution.

He is highly proficient with ConnectWise, IT Glue, Datto, and BrightGauge, and excels at clerical and organizational ticket management tasks. He is seeking coordination or client success roles where he can leverage his communication skills, operational support experience, and client-first approach.