Brian Kelly Email and Phone Number
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I spring-boarded my innate ability to work within technology into finding my way into operations which sparked my interest fitting together strategy, people management, troubleshooting, and process improvements. This has helped me drive companies forward into achieving their targets. My strengths in communications, company storytelling, and ability to quickly develop solutions and processes have resulted in building sustainable, engaged work cultures, rapid revenue growth, and value generation. Over the years, I also have gained a reputation for having a great deal of intellectual curiosity as well as initiative in taking the lead in designing simple, effective, and quality-driven operational solutions and best practices. I’ve worked hard to become an efficiency champion finding ways to integrate new technology adoption and process improvements to remove roadblocks and streamline internal workflows.Additionally, I have worked hard to gain team member trust as a transparent, empathetic leader who builds trust and rapport with staff through mentoring, coaching, 1:1 support, and investment into each individual’s personal and professional growth and skill acquisition while providing accountability-driven work environments.For me, operations goes hand-in-hand with strategy. By leading as a strategic thinker collaborating cross-functionally, I am able to gain valuable insights and feedback from staff on areas that need of improvement and which opportunities can be exploited. That helps inform the strategy driving best-in-class operations.Another area in which I excel is being the company’s financial guardian who manages income and expenses to hit fiscal targets through careful budgeting, detailed analysis factoring in market demands and economic factors, and flexibility to respond to unanticipated challenges and openings.Finally, I have elevated my customer care skills into being a service champion focused on retaining clients through compelling C-level storytelling that renewed contracts based on value of company services and products.Combined, all of these factors have helped me become the continuously evolving operations leader that I am today.
Sparkhound
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Director Of Service DeskSparkhound Apr 2024 - PresentBaton Rouge, La, UsI oversee operations for both shared services and dedicated teams, driving performance in employee engagement, client retention, and service delivery. I manage the profit and loss (P&L) for the Support Services business unit, ensuring financial efficiency and growth. My role centers on cultivating a high-performing, motivated team while consistently delivering exceptional support services that meet client needs and elevate satisfaction.
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Director Of Managed Services And TechnologyOckers Company Feb 2023 - Jan 2024Middleboro, Massachusetts, UsLeading teams responsible for ensuring high-quality service delivery, client satisfaction. Responsible for the overall financial performance of the MSP line of business. -
Chief Operating OfficerThe Longleaf Network Mar 2021 - Oct 2022Greensboro, Nc, UsCAREER SNAPSHOT: I was progressively promoted throughout my career at this company based on my ability to add process improvements, create new procedures from scratch, and to build capacity / scalability during company’s rapid growth phase, before departing during period of organizational change. I have to say that it was very exciting leading the post-merger integration because it represented a new puzzle to solve, and added new twists to building out and streamlining operations from two different cultures. The last two years were transformational to me regarding my growth beyond being a sole contributor and rising into the top operational leadership position. I rose into my most recent role following public announcement of company’s merger, and was given the specific task of integrating operations into the new entity. I oversaw up to 75 people at the largest regional IT service provider, which works with small- to medium-sized businesses. My work involved managing the P&L for 3 different service programs (Managed, Technical, and Professional), hitting profit margin annual targets, setting company strategy, adding operational improvements, ensuring compliance, intervening to solve operational issues, managing KPIs, overseeing customer service, and establishing SOPs ensuring company’s continued scalability and sustainability. * Increased MRR by 2.5x by establishing aggressive pricing strategy and designing managed service plan supporting client conversion. * Grew service gross margin 5% to combat rising labor costs that were taking bite out of profitability; led initiative to correct client pricing while improving overall service efficiency.* Slashed new technician onboarding costs 50% by developing new technical apprenticeship program with local community partners which filled talent pipeline to meet current and forecasted labor needs. -
Director Of OperationsThe Longleaf Network Jan 2020 - Mar 2021Greensboro, Nc, UsThe time I spent in this role built my leadership skills and confidence during a period of fast growth. I was retained to provide leadership throughout the company merger, provided business continuity, and integrated systems to smooth over transition to new entity. Remaining focused on the priorities was mission-critical so all operations were focused on executing on goals. The biggest thing I learned in this role was that I saw how my skills had expanded into those of a leader motivating others and plotting a strategic course forward while doubling number of employees.I administered Managed Services, Professional Services, Technical Services, and Systems departments, including managing staff performance / KPIs, professional development, setting clear expectations around excellence in customer service and technical quality of service, and creating workflows / policies / procedures. Another area that I managed was vendor partnerships. * Doubled technical staffing head count during period of rapid company growth; created long-term, deep-bench talent pool for current / future workforce needs by cultivating network of recruiting partners and adding onboarding improvements that expedited hiring process.
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Managed Services ManagerLongleaf System & Network Specialists Jan 2019 - Jan 2020Early on, we constantly were putting processes in place that elevated our expertise in this line of business, and getting to a place where I owned that SME was a big accomplishment for me. In this role, I oversaw 25 direct reports on departmental performance metrics, identified issues that needed high-level attention, and led continuous improvement initiatives. One of the essential responsibilities I also managed was owning the creation of resolution plans for all technical issues, and as needed, I intervened in escalated issues to fix major incidents. Because of the broader scope of my work, I touched on many areas, including cultivating team professional growth, automating systems and processes, and rolling out process improvements to drive down expenses while delivering exceptional service to fuel increased profitability. I worked closely with the technical account manager to ensure customer satisfaction, retention opportunities, and proper resolution of customer issues. * Sparked 3x surge in capturing customer satisfaction insights by setting up new system that provided consistent responses from customers that led to mission-critical insights into their satisfaction levels and perspective of ways to improve customer journey.* Eliminated service ticket backlog which was snowballing due to company’s continued growth; design and implement new service delivery process that quickly addressed issues and provided fixes to chronic issues.
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Support Desk ManagerLongleaf System & Network Specialists Dec 2017 - Jan 2019In this position, I handled service issues that were escalated from the helpdesk and service engineer team. The lesson I learned at this role came after discovering that the status quo is not acceptable but I learned the right way to guide teams into adjusting their thinking to embrace change. This came about by providing training and mentorship for other technical staff, and by serving as overflow support when support desk and service team were at capacity. * Increased number of tickets handled by helpdesk while decreasing escalations handed off to engineers; rolled out new training program for new help desk team members which enabled them to intervene more quickly and directly to close tickets.
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Senior System EngineerLongleaf System & Network Specialists Dec 2014 - Dec 2017
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Technology ConsultantLongleaf System & Network Specialists Dec 2013 - Dec 2014
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Incident ManagerCisco Jul 2013 - Jan 2014San Jose, Ca, Us -
Linux Support EngineerCisco Jun 2012 - Jul 2013San Jose, Ca, UsProvide Tier 3 Linux and Network Engineer Support for enterprise customers deploying Cisco's video streaming products. Responsible for monitoring and troubleshooting a wide range of networking technologies as well as application support. Additionally serving as a technical lead responsible for generating documentation, mentoring junior engineers, and handling vertical case escalations.
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Information Technology SpecialistOne Economy Corporation Mar 2010 - Nov 2011Washington, Dc, UsAdministrated a diverse array of applications for internal users and developers, including defect tracking (JIRA), collaboration (Jive), source code management (Subversion, Fisheye), Google Apps, Postini, Active Directory, Apache, IIS, SQL Servers (Microsoft and mySql)Supported over 130 desktops and laptops; a mix of Windows XP, Windows 7, and Mac OS/X. Supported 7 offices and multiple remote and international employees.Coordinated automated rollout of Microsoft Applications including Office 2010 across the enterprise.Responsible for maintaining software licensing compliance for the enterprise including Microsoft and Adobe products.Assisted third-party network and server support, including Cisco WAN/IPSec, VPN, Wireless LAN with guest network, voice VLAN, NAT, Windows Server 2008, Linux CentOS.Assisted Development team with implementation of third-party web hosting; a mix of 3 Windows and 3 Linux servers in a failover cluster. Configured and deployed virtual machines (VirtualBox). Configured and deployed Ruckus Flexmaster and Ruckus Wireless ZoneDirector controllers, licensed for 500 Wi-Fi access points in multiple external WLANs with meshing. -
Americorp Vista, Information Technology Community CoordinatorOne Economy Corporation Mar 2009 - Mar 2010Washington, Dc, UsLiaison for Community IT development, including public computer lab planning, broadband accessibility, and related projects
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Project Manager, Personal Trust EscheatmentUs Bank 2006 - 2009Minneapolis, Mn, UsCoordinates efforts of a team of 15 employees responsible escheating over 70 million dollars in funds yearly.Assisted in the developing automated processes across multiple data environments. -
System Administrator Web ServicesUniversity Of Minnesota Nov 2005 - Apr 2006Minneapolis And St. Paul, Minnesota, UsDesigning and ongoing development of an interface using HTML, JavaScript, and PHP to allow access to shared research data.Participated in managing data from researchers nationwide. -
Jr. Systems/Network AdministratorUniversity Of Minnesota Mar 2003 - Nov 2005Minneapolis And St. Paul, Minnesota, UsSet up, installed, and maintained multiple UNIX, Linux, & Windows workstation. Assisted in managing backups, security, and day to day maintenance of hundreds of workstations. Including 5 student computer labs and all faculty, research, and administrative offices.Assisted in the resolution of day to day user help desk inquiries.Network Administration tasks ranging from running network cables to router and switch configuration.
Brian Kelly Skills
Brian Kelly Education Details
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Empire State UniversityAnd Economics -
The University Of MemphisPhilosophy
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University Of MinnesotaPhilosophy And Computer Science
Frequently Asked Questions about Brian Kelly
What company does Brian Kelly work for?
Brian Kelly works for Sparkhound
What is Brian Kelly's role at the current company?
Brian Kelly's current role is People-First Leader | High EQ | Building Strong Relationships & Delivering Impact Through Storytelling.
What is Brian Kelly's email address?
Brian Kelly's email address is br****@****sys.com
What schools did Brian Kelly attend?
Brian Kelly attended Empire State University, The University Of Memphis, University Of Minnesota.
What skills is Brian Kelly known for?
Brian Kelly has skills like Windows Server, Network Administration, Active Directory, Networking, Vpn, Troubleshooting, Security, Nonprofits, Mysql, Mac, Linux, Windows 7.
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