Multifaceted IT professional for a local Managed Services Provider (MSP) offering comprehensive solutions including cybersecurity, network support, cloud services, and more to over 100 small and medium-sized businesses.• Foster positive client relationships through clear communication, responsiveness, and effective issue resolution, ensuring client satisfaction and retention.• Implemented full-scale PSA system for detailed insight into ticket resolution metrics, i.e., MTTR, client satisfaction, and SLA tracking.• Develop and maintain comprehensive documentation for IT systems, including network diagrams, configurations, and support procedures, transforming a previously non-existent resource into a critical asset that enhances transparency and operational efficiency.• Provide comprehensive technical support via phone, email, and remote tools, addressing hardware, software, and network issues promptly and effectively.• Oversee network administration tasks, encompassing user management, group policy configuration, and network device setup to optimize network functionality and security.• Manage server, workstation, and networking equipment installation, configuration, and maintenance, including migration to hybrid domain environments for enhanced efficiency.• Ensure efficient operation of virtualized environments, optimizing resource utilization to meet operational demands.• Implement and maintain backup solutions, conducting disaster recovery planning to safeguard client data integrity.• Install, configure, and monitor security systems, including antivirus, firewall, and intrusion detection systems, to protect against threats and respond to incidents proactively.• Coordinate network upgrades, server migrations, and software deployments, ensuring projects are completed within budget and timelines.• Manage iOS devices via implementation of Mobile Device Management (MDM) platforms, ensuring security and functionality for client Apple fleets.

Advised customers on optimizing solutions, resulting in $4M+ in new business for J.B. Hunt Transport, Inc, a full-service logistics firm.

Mentored 5-person team to generate $15.8M+ in revenue growth ($7.5M+ existing customer and $8.3M+ new business) for XPress Cargo, a specialized freight company.

Built relationships with key decision makers; presented high-impact demonstrations to engage customers and maintain a 30-60-90 day pipeline acquisition.