With over 15 years of experience, I’ve built and scaled Ivionics’ Network Operations Center (NOC), transforming IT service delivery for 100+ clients and managing 3,600+ devices. Through integration of MSP tools like ConnectWise Automate, Auvik, and ITGlue, I established seamless workflows and reliable support.Core Highlights:· NOC Leadership: Founded Ivionics’ NOC, creating SOPs and managing a team of 10+ techs. Known for efficient incident management and as a primary escalation point, building trust and driving client satisfaction.· Backup & DR: Developed policies for 500+ servers with a 100% restoration success rate, including ransomware recoveries and proactive data protection.· Product Evaluation & Revenue Growth: Evaluated MSP tools, analyzing revenue potential and ROI. Delivered annual profitability reports and led quarterly reviews to upsell new services.· Policy Development: Authored 90% of Ivionics’ policies, including SLAs, onboarding, and monitoring standards. Configured ConnectWise Automate to improve incident response.· Client-Focused Consultancy: Led quarterly client reviews to ensure SLA compliance, system improvements, and upsell opportunities, supporting sales teams with deployment plans.· Network Security: Extensive experience in SonicWall, Cisco, and Fortinet firewall management to ensure stability and prevent vulnerabilities.I’m committed to enhancing IT service delivery, data protection, and client satisfaction through strategic NOC management. Let’s connect to discuss network operations best practices or how Ivionics can support your IT needs.

· Led in the monitoring of server resource usage; coordinated upgrades as it pertained to Operations. · Provided NOC management— monitoring health of production, development, and QA environments.· Experienced to identify solutions, provided conclusions to problem solving, and multi-tasked effectively.· Maintained logs of daily activities and ensured all information is properly documented and transitioned in turnover. Performed backup and restore of data files. Participated in off-site tape archive/retrieval.· Monitored remote network connections; diagnosed issues with application software/OS interactions.

· Worked as part of a 35-person Help Desk that provided technical support to 7,000+ users across U.S.· Experienced in troubleshooting a wide variety of operating system, software, and hardware problems.· Worked with Heat tracking system for inbound calls, Dameware (remote desktop connection), and CMC.

· Provided timely support to all Level-1 Technicians as the selected escalation point for all level 1 issues.· Followed Standard Operating Procedures (SOP) for adding/removing users from BlackBerry Enterprise server, system application installations, and computer synchronizations for smartphones and PDAs.· Oversaw Tier-1 technical support personnel in order to help them meet established service level goals.· Worked with Citrix Server 4.0 via CMC-(Citrix Management Consoles) and basic Citrix administration. · Escalated issues within IT staff and vendors as required to resolve issues; monitored and maintained Data Center environment; supported overnight Help Desk; led special projects as needed for management.

· Troubleshot and setup BlackBerry/Treos for Fortune 100 and 500 companies and their employees. · Worked with IT administrators from other companies in setting up BES (Business Enterprise Servers) for BlackBerry/Treo devices. Helped with installing/synching of BlackBerry/Treos on desktop computers.

· Worked with all levels of management including CEOs. Provided customer service to corporations.· Provided technical support to end-users with handset devices, including basic operation, voicemail, email, text messaging, and calls – troubleshooting included diagnoses and resolution of issues.· Assisted with plan changes, ordering new equipment, and migration from AT&T Wireless to Cingular.

· Provided support to Merrill Lynch help desk and IBM technicians, dispatching 200+ trouble tickets a day, insuring IBM technicians were onsite at correct ETA’s, and working with 3 database systems.· Achieved a high-level of client satisfaction via a patient and methodical approach to problem resolution. · Developed skills as a creative and pragmatic problem solver with ability to solve challenges while consistently exceeding goals. Turned around tense situations with end-users into positive outcomes.