Highly skilled senior-level IT professional with 7+ years of experience in managed IT services support, offering exceptional expertise to end-users, management, and CXO clients at name brand auto dealerships and financial services companies. Proven team leader and technology expert with a strong track record of success in leading a Network Operations Center team, implementing and supporting desktop, software, third-party vendors, and cloud services. Demonstrated ability to build and maintain productive relationships with top-level executives and management teams, as well as excellent communication skills in presenting complex technical concepts clearly. Strong focus on addressing the specific needs of individual businesses, with a respect for exceptional value and attention to detail in solution utilization, backlog management, client communications, implementation, and third-party liaison.Key achievements include attaining 98% SLA performance and 90% FCR, maintaining a Customer Satisfaction Index score of 4.9/5, deploying services and managing infrastructure for 12 name brand auto dealerships with 600+ users and endpoints, working closely with 22 CXO and management teams, overseeing a team of 3 maintaining 99% network and system uptime, remotely maintaining a service area of 100 square miles, leading the transition of VoIP services on 200+ endpoints with no downtime, collaborating with vendors to resolve advanced problems, and training junior team members. Extensive industry experience in supporting CDK, Reynolds & Reynolds, Dealertrack DMS, VinSolutions, Manheim, vAuto, Xtime, Autotrader, Dealer.com, Windows OS, Microsoft Office 365, Exchange, Azure, and more.