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MSP Manager Resume Example

Resume Score: 70%

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MSP MANAGER
Professional Summary
Information Technology professional with success in delivering solutions that address business challenges and improve efficiency
Skills
  • Identify and Streamline Complex Work Processes
  • Coaching and Mentoring
  • Team Supervision and Leadership
  • Interpersonal and Communications Skills
  • Troubleshooting and Root Cause Analysis
  • Conflict Resolution
  • Strategic Planning
  • Team Training and Personal Development Plan Design
  • Technical Support, Coordination and Planning
  • Backup and Disaster Recovery Planning
  • Hosted Platforms & Applications: Office 365, Azure, OneClick, Amazon, Intermedia, BrightGauge, Auvik, IT Glue
  • Operating Systems: Windows 7-10, Mac OS, Windows Server 2003-2014, Linux, ESXi, FortiOS, WatchGuard Fireware, Cisco IOS
  • Software: MS Office, vSphere, Dynamics NAV, ConnectWise Suite, Exchange, StorageCraft, Intronis, Hyper-V, Active Directory, Continuum, Veeam, Datto
  • Project Management: IT Support and Infrastructure, Building and Maintenance, Construction, Business Process
    Work History
    MSP Manager, 01/2016 to 05/2017
    RMM Solutions, Inc. – 210 McClellan Street, Wausau, WI 54403
    • 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
    Innovia Consulting, Inc. – Waupaca, WI
    • 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
    Greatland Corporation – Green Bay, WI
    • 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
    Aascend Pain Institute, LLC – Appleton, WI
    • Configure and maintain services (computers, printers, routers, switches, and cabling)
    Education
    Associate of Applied Science: Network Specialist, 2011
    North Eastern Wisconsin Technology College - Green Bay, WI

    MCSE Certificate : Information Systems Configuration and Deployment, 2008
    PC Pro Schools - Green Bay, WI

    Certificate: Strategic Business Planning, 2017
    StratOp - Online

    Ongoing : IT Consulting, Management and Leadership, Current
    HTG Peer Group Membership - Online

    Certificate: Strategic Business Planning, 2016
    Office 365 - Online

    Datto II Certification: Datto BDR Sales, Implementation, Management, 2016
    Datto BDR Technologies - Online
    HPE Apollo Service and Solution: Enterprise Management of iLO 4, 2016
    HPE Certification Training - Online
    Datto II Certification: Datto BDR Sales, Implementation, Management, 2016
    Datto BDR Technologies - Online
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    Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

    Resume Overview

    Companies Worked For:

    • RMM Solutions, Inc.
    • Innovia Consulting, Inc.
    • Greatland Corporation
    • Aascend Pain Institute, LLC

    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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