MSP Manager Resume Example RMM Solutions, Inc.

MSP MANAGER

Professional Summary

Information Technology professional with success in delivering solutions that address business challenges and improve efficiency

Skills

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

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

Resume Overview

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