-Oversee business operations for an award winning IT Managed Service Provider, strategically directing the work of multidisciplinary teams in multiple business units. Establish and maintain all operational processes and procedures throughout account management, service desk, project management, accounting, dispatch, NOC, and HR departments. Define actionable strategies to engage business customers and deliver products.-Grew an IT service business from startup to a multi-million-dollar organization, directing the development of the business while also defining project management and service delivery standards.-Implemented a pricing model that simplified complex billing practices to decrease client billing challenges and increase invoice accuracy, growing revenue by 7% on existing accounts.

-Develop and manage a service organization responsible for managing IT for companies across the US, defined support processes and policies to ensure that service deliverables aligned with operational performance strategies and increased the amount of endpoint coverage per engineer.-Improved technology process management, communication, and teamwork by deploying ITIL best practices within the service organization.-Reduced customer resolution times 56% by publishing performance metrics, setting operational goals, and creating automation processes to streamline service technician efforts.-Evaluated, implemented, and planned PSA, RMM, and ERP systems along with analysis of common incidents to balance backlog, achieve SLA proficiency, drive increased profitability, and improve business performance.

-Develop account management process and procedures while working with key accounts for company

Drive efforts to develop a strategic approach to the delivery of products and services.

As a Product / Project Manager in the Software Development arm of the company, worked on projects including: An Online Medical Practice Management System, a web based E-Discovery application, Integration with two national medical labs for patient retrieval of blood test results and similar web based applications.