As a Senior Technical Account Manager at a dynamic Managed Services Provider (MSP), I wear multiple hats, blending operational leadership with technological expertise. My role is pivotal in driving both client success and our company’s technological advancement.• Client Advocacy & Technical Liaison: I serve as the primary contact for our clients, ensuring their technical needs are met with solutions that align seamlessly with their business objectives. My focus is on fostering strong relationships, understanding unique technical landscapes, and guaranteeing a high level of client satisfaction.• Operational Oversight: I am instrumental in managing our day-to-day operations, encompassing staff management, service delivery efficiency, and financial oversight. My goal is to maintain smooth operational flows, ensuring our team's excellence in service provision.• Technological Leadership: As an acting Chief Technology Officer, I steer our technological direction, staying ahead of emerging trends and making key decisions on tech investments. I am committed to enhancing our team's capabilities and ensuring our services reflect cutting-edge practices.• Technical Escalation Lead: In escalated technical scenarios, I lead the charge. My role involves troubleshooting complex issues, setting high standards for problem-solving, and mentoring our technical team to excel in challenging environments.• Connecting Technology with Business Growth: My passion lies in bridging the gap between sophisticated technology solutions and strategic business growth. I am dedicated to leading our MSP forward, nurturing client relationships, and championing technological excellence.

Facilitated the management and maintenance operations for network and systems environments supporting a nationwide IoT connectivity utilizing a secured Verizon Wireless Private-Network VPN environment and a WebSphere middleware environment.• Developed IoT Environment Dashboard with Slack integration for a nationwide network of over 200,000 IoT devices. This allowed improved monitoring and awareness of internal/external services and mobile connectivity. • Introduced operations plan for remote worker capabilities to allow successful remote NOC and customer service operations. • Implemented standardized inter-team communications & collaboration via Slack & Email.• Performed software & firmware upgrades for IoT Gateway and Thermostat Zigbee Devices.

Used industry experience to implement operational standards for tech support and abuse operations to support an explosive 5000% growth rate. My team and I were able to successfully sustain front-line support operations on a 24x7 standard while continuing to add thousands of new customer droplets per month.• First hire in the support organization tasked to build and lead a hand-selected team of remote knowledge workers to support operations with a nationwide group of assets.• Successfully implemented daily video meetings and team-building gatherings at the Manhattan Office for all remote support staff, drastically improving morale and belief in company values.• Responsible for Social and Community Outreach & Support as a liaison for our Senior Leadership Team.• Developed and delivered onboarding instruction and support for new hires in the support organization.• Established standards for Abuse case management and communications using industry best practices and contacts from various community-led abuse reporting projects.

Provided front-line operational support and security operations of global infrastructure environments for Fortune 500 customers. Designed automated actions for customer environment needs to improve server reliability and monitoring to improve system uptime.• Planned and led the complete infrastructure rollout to support the launch of a primetime TV Show with an industry-first after-show LIVE Q&A with the Director and Cast in a web-based stream for over 1,200,000 viewers with a mere 24 hours of preparation.• Investigated and prevented targeted attacks against a Fortune 500 Customer to assess attempts to compromise network and system infrastructure in their managed environment, as well as identified and provided guidance for compromised systems in their Corporate Office network.• Re-evaluated customer environments to ensure their business needs are adequately met and allowed for reasonable future operational growth.

Responsible for technical support operations on 3rd Shift in a 24/7 NOC Environment providing hands-on assistance for HostGator’s Virtual Hosting products and Dedicated Services customers. • Enhanced Strategies & Documentation for handling Tier 1-3 Tech Support Issues to allow first-response resolutions and/or appropriate escalation paths.• Reduced ticket response times from 3+ hours to <1 hour with a recurring 300+ ticket per hour inbound queue.• Developed an Admin Mentoring Program which led to multiple Employee of the Month awards for my team.

Operated remote-hands and face-to-face technical support, training, and onboarding for new employees in-office and remote globally. • Assisted in the planning and deployment of early adoption for a Private Cloud infrastructure utilizing commodity hardware and the latest in network technologies to provide LIVE movement of server assets between affected host machines with minimal delay in milliseconds.• Deployed a new security-focused intranet with intrusion prevention and system data monitoring to ensure appropriate control measures remained in-place to meet industry requirements. • Established new-hire onboarding program to ensure a successful first day for all future hires.• Planned and executed multi-data center consolidation effort to eliminate microservice downtime to establish a “Green” data center foot-print and decommissioning outdated equipment.

Facilitated NOC/SOC operations for a multi-data center environment of over 3000 servers and a 20,000+ IP space serving a sustained 6Gbps of network traffic at any given hour.• Successfully developed industry relationships with Spamhaus and Network Operators to better identify and combat cross-network abuse and identify/investigate global botnet environments operating within the network.• Affected the investigation and prosecution of several global criminal enterprises with on-network assets to reduce fraud, SPAM and Malware distribution via the network by over 80% using network-monitoring and customer server investigations in conjunction with various LE Agencies. • Established industry relationships with internet carriers and community forum leaders to become a primary point-of-contact for all company-related matters.