• Process Improvement: Implementing and refining operational processes to improve efficiency, reduce costs, and increase quality.• Service Delivery: Ensuring that services are delivered in a timely and effective manner, meeting or exceeding customer expectation.• Client Management: Establishing and maintaining strong relationships with clients, ensuring their needs are met and their expectations are exceeded.• Financial Management: Managing the financial performance of the organization, ensuring profitability and financial stability.• Resource Management: Managing the allocation of resources, including staff, equipment, and materials, to ensure optimal utilization and efficiency.• Team Leadership: Providing leadership and direction to the operational team, ensuring they are motivated, engaged, and working effectively towards common goals.• Vendor Management: Establishing and managing relationships with third-party vendors, ensuring they deliver high-quality services and products on time and within budget.• Technology Management: Ensuring that the MSP's technology infrastructure is up-to-date, reliable, and secure, and that it supports the delivery of high-quality services to clients.• Risk Management: Identifying and mitigating operational risks, ensuring compliance with regulatory requirements and best practices.• Continuous Improvement: Continuously monitoring and improving operational performance, identifying opportunities for improvement, and implementing changes as needed.

As Operations Manager of this team of geographically distributed Service Engineers, I have had the opportunity of mentoring individuals who have a great passion for growth.**Achievements**• Enhanced Employee Utilization by 15% within a 2-month time frame, bringing in greater accountability and leading to a direct improvement in Service Level Agreement (SLA) performance and billable hours.• Developed Standard Operating Procedures (SOPs) for the service department, which standardized service to clients and decreased the time to resolution.• Formulated SOPs for documentation practices and change management to promote operational efficiency.• Improved SLA performance by 32% on all Managed Service Provider (MSP) clients, resulting in a higher success rate of upselling.• Facilitated a 46% increase in billable projects by enhancing the efficiency of service deployments and reducing the project backlog.• Implemented the Entrepreneurial Operating System (EOS) in the organization, enabling unambiguous definition and segmentation of accountability.• Successfully completed the migration and onboarding of Business Continuity and Disaster Recovery (BCDR) solutions for 18 MSP clients.• Configured ConnectWise LabTech Automate with automated onboarding scripts and alerting for seamless operations.• Created and configured three new service boards in ConnectWise Manage for monitoring BCDR, Security, and Proactive alerts.• Reconfigured the service boards in ConnectWise Manage with proper IT Infrastructure Library (ITIL) ticket types, subtypes, and items, providing the ability to run granular reports against service types.

During my time at Cybertrust IT Solutions, I was privileged to work with a team of experienced Service Engineers. Together we made great strides toward improving the client experience through standardizing operational workflows and implementing solid solutions.** Achievements **- Established a Proactive Operations Department from the ground up- Authored a departmental playbook comprising SOPs and KBs- Defined a Proactive Operations Roadmap that positions Proactive Operations as a business enabler- Reduced infrastructure downtime by establishing and overseeing a Network Operations Center to monitor and remediate issues before they lead to system failure- Reduced cost-to-business resulting from complete system failure by establishing and overseeing a Business Continuity and Disaster Recovery team- Increased MRR by availing of cybersecurity and penetration testing packages - Enabled sales and revenue growth by showing the benefit of value-added services such as BCDR and Managed threat Detection and Response through reports- Delivered several full-scale migrations and onboardings, related to both internal tools and processes as well as client systems.

End user trainingOn-site technical support (Call-out)Remote technical support (Workshop & Telephonic Assistance)Troubleshooting, repairs and maintenance of client workstations and serversTroubleshooting, repairs and maintenance of physical and logical network infrastructuresClient relations and correspondenceSwift client query resolution3rd Party vendor relationsMaintaining system up-time in accordance with SLA24/7 Telephonic technical supportNetwork monitoringExecutive Care in all aspects of ICTEnsure compliance with group ICT policiesTraining and development of subordinatesStreamlining ICT procedures

General office administrationManagement of all hospital accountsManagement of all specialist accountsClient relations and correspondence

On-site technical support (Call-out)Off-site technical support (Workshop & Telephonic Assistance)Troubleshooting, repairs and maintenance of client workstations and serversTroubleshooting, repairs and maintenance of physical and logical networkinfrastructuresComplete IT infrastructure auditsIT Infrastructure upgrades and installationsSales and quotationsClient relations and correspondenceDebtor management and follow-upAdministration of all call-out documentation and informationScheduling of call-outsStock order coordinationInventory management

On-site technical support (Call-out)Off-site technical support (Workshop & Telephonic Assistance)Troubleshooting, repairs and maintenance of client workstations and serversTroubleshooting, repairs and maintenance of physical and logical networkinfrastructuresComplete IT infrastructure auditsIT Infrastructure upgrades and installationsClient relations and correspondence24/7 Telephonic technical supportNetwork monitoring and configuration on Gentoo command line based Linux OSUser management on Gentoo, EMC, AD, and LDAPAdministration of all call-out documentation and information

Off-site technical support (Workshop & Telephonic Assistance)Troubleshooting, repairs and maintenance of client workstations and serversClient relations and correspondenceStock order coordinationInventory managementSales and quotations