MSP Manager Resume Example
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MSP MANAGER
Professional Summary
Information Technology professional with success in delivering solutions that address business challenges and improve efficiency
Skills
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Work History
MSP Manager, 01/2016
to 05/2017
Eclinicalworks – Westborough , MA
Eclinicalworks – Westborough , MA
- Oversee all delivery services and support to managed service clients
- Directly manage 21 help desk engineers level 1-3, service coordinators, and NOC team members to SLA standards
- Ensure process compliance throughout service delivery teams
- Oversee and maintain all technical data center assets; software, servers, storage, UPS, generator, physical access
- Deploy Office 365 and administer change / feature requests
- Sustain and grow client relationships
- Develop annual IT budget
- Oversee service scheduling, escalation and client satisfaction
- Manage client on-boarding
- Coach and Mentor team weekly, monthly or as needed; 1:1 meetings/check-ins
- Oversee implementation, compliance and maintenance of systems, processes and methodologies in accordance with company standards
- Assist staff with personal development planning
- Actively engage in HTG and StratOp (Strategic Operations) peer groups
- Primary escalation point for all Help Desk, NOC and Service Coordinators; technical escalations, team conflict & coaching, customer follow up
Infrastructure Support Manager, 07/2011
to 01/2016
Salesforce.Com, Inc. – Charlotte , NC
Salesforce.Com, Inc. – Charlotte , NC
- Contribute to departmental and organizational policy standards and strategic planning
- Maintain multi-site network operations and software applications, operating systems and regular maintenance
- Supervise administration of systems and servers, related network appliances, to ensure availability of services to authorized users
- Ensure team utilization and efficiency meet company standards
- Perform problem resolution, project delivery tasks, and proactive maintenance throughout data center and customer environments
- Provide appropriate technical direction / escalation support
- Manage and maintain accountability of the service delivery team
- Plan and lead daily / weekly / monthly departmental meetings
- Provide onsite and remote support to all customer needs, big and small
- Plan and deploy over 50 Office 365 environments; new deployments and Exchange migrations
- Build and deploy Azure; Application, SQL, TS, AD and HA environments
Solutions Associate, 12/2008
to 07/2011
Motion Recruitment – Lawrenceville , GA
Motion Recruitment – Lawrenceville , GA
- Provide technical support to internal and external customers
- Present technical training to new support members
- Troubleshoot hardware / software issues remotely and desk side
- Assist with all peripheral maintenance, upgrades and troubleshooting
- Create and manage users, groups and security
- Configure and maintain Exchange environment
- Execute test plans for EDI integration
- Perform QA testing as needed for product enhancements
Network Technician, 03/2008
to 12/2011
Computer Services, Inc. – Amarillo , TX
Computer Services, Inc. – Amarillo , TX
- Configure and maintain services (computers, printers, routers, switches, and cabling)
Education
Associate of Applied Science: Network Specialist,
2011
North Eastern Wisconsin Technology College - City, State
North Eastern Wisconsin Technology College - City, State
MCSE Certificate : Information Systems Configuration and Deployment,
2008
PC Pro Schools - City, State
PC Pro Schools - City, State
Certificate: Strategic Business Planning,
2017
StratOp - City
StratOp - City
Ongoing : IT Consulting, Management and Leadership,
Current
HTG Peer Group Membership - City
HTG Peer Group Membership - City
Certificate: Strategic Business Planning,
2016
Office 365 - City
Office 365 - City
Datto II Certification: Datto BDR Sales, Implementation, Management,
2016
Datto BDR Technologies - City
Datto BDR Technologies - City
HPE Apollo Service and Solution: Enterprise Management of iLO 4,
2016
HPE Certification Training - City
HPE Certification Training - City
Datto II Certification: Datto BDR Sales, Implementation, Management,
2016
Datto BDR Technologies - City
Datto BDR Technologies - City
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Resume Overview
School Attended
- North Eastern Wisconsin Technology College
- PC Pro Schools
- StratOp
- HTG Peer Group Membership
- Office 365
- Datto BDR Technologies
- HPE Certification Training
Job Titles Held:
- MSP Manager
- Infrastructure Support Manager
- Solutions Associate
- Network Technician
Degrees
- Associate of Applied Science : Network Specialist , 2011
MCSE Certificate : Information Systems Configuration and Deployment , 2008
Certificate : Strategic Business Planning , 2017
Ongoing : IT Consulting, Management and Leadership , Current
Certificate : Strategic Business Planning , 2016
Datto II Certification : Datto BDR Sales, Implementation, Management , 2016
HPE Apollo Service and Solution : Enterprise Management of iLO 4 , 2016
Datto II Certification : Datto BDR Sales, Implementation, Management , 2016
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