Gilbert Cantu Email & Phone Number

Austin, Texas Metropolitan Area

Austin, Texas, United States

Austin, Texas Metropolitan Area

As an IT Manager for a Managed Service Provider (MSP), my role encompasses several key responsibilities. Below is an overview of my tasks and priorities across technical, managerial, and customer-facing domains:1. Technical Leadership and Infrastructure Management•System Monitoring: Ensure that client systems, networks, and infrastructure are up and running 24/7 through proactive monitoring tools.•Incident Management: Oversee ticketing systems to ensure issues are resolved promptly and SLAs (Service Level Agreements) are met.•Disaster Recovery & Backup: Implement and manage business continuity solutions for clients to minimize downtime and data loss.•Network and Security: Maintain network security by applying patches, performing vulnerability assessments, and ensuring compliance with industry standards (e.g., GDPR, HIPAA, SOC2).2. Team Management and Development•Supervision of IT Staff: Lead and mentor a team of technicians and engineers, ensuring they are aligned with client needs and organizational goals.•Training & Certifications: Encourage continuous learning, keeping the team updated with the latest certifications (e.g., Microsoft, Cisco, AWS).•Resource Allocation: Assign staff to client projects efficiently, balancing workloads while meeting deadlines and SLAs.3. Customer Relationship Management•Client Onboarding: Develop and implement onboarding processes to ensure new clients experience a smooth transition to MSP services.•Account Management: Act as a point of contact for high-priority clients, addressing their concerns and ensuring high customer satisfaction.•Service Reviews: Conduct regular performance reviews with clients to assess service quality and identify areas for improvement.•Custom Solutions: Work with clients to understand their business needs and provide tailored IT solutions (e.g., cloud migration, cybersecurity plans).