Hands-on MSP Service Delivery Manager that manages and monitors Tier 1 and Tier 2 support. Design, plan and implement new or existing IT infrastructures, server and desktop deployments. Owner of all critical incidents. Collaborate with in-house SOC team to set and maintain security standards. Identify possible issues in all environments and mitigate them. Mentor & guide team members to exceed performance goals by encouraging common sense and out of the box thought processes.

Provide client services that are aligned with internal business and customer-defined requirements to manage service technology team. Projects and services include Office 365 migrations, Fortinet administration, server and network setup, troubleshooting and remediation, cyber security (EPP, EDR, MDR) data analysis, system hardening, research and recommended new technology solutions. Provide remote MSP support using Kaseya VSA, ConnectWise or Ninja RMM. Provide technical leadership and direction to the technical team in the utilization of new integrated technical solutions. Mentor team on unfamiliar technical areas such as Windows Server roles, Azure IaaS, PaaS, SaaS, Hybrid, cyber security, and other solutions. Engage with client accounts as an employee to ensure high levels of service, response, and the overall success of customer-driven business and technical strategies. Work together with MSP technical team and account managers to establish and understand the customer business needs and technical requirements.

Provided expert-level technical support to clients, resolving escalated issues related to network infrastructure, servers, storage, virtualization, and other IT systems. Utilized monitoring tools and technologies to proactively identify and address potential issues before they escalate, ensuring maximum uptime and performance. Managed and prioritized incident tickets, ensuring timely resolution and adherence to service level agreements (SLAs). Investigated root causes of incidents and implement preventive measures. Planned and executed changes to IT systems and infrastructures, following established change management processes to minimize disruption and ensure compliance with client requirements. Analyzed clients' IT environments and recommend optimizations to enhance performance, scalability, and security. Implemented solutions such as servers virtualization, storage optimization, and network redesign as needed. Maintained accurate documentation of IT systems, configurations, and procedures to facilitate knowledge sharing and ensure compliance with industry standards and best practices.

Responsible for managing and maintaining all aspects of information technology within two manufacturing facilities in two geographic locations. Ensured the smooth operation of IT systems, implementing new technologies to enhance efficiency, and supporting various departments in achieving their operational goals. Managed and administered the manufacturing facility's IT infrastructure, including servers, networks, and databases. Ensured the reliability, security, and performance of IT systems to support uninterrupted manufacturing operations. Identified, evaluated, and implemented software solutions to streamline manufacturing processes, such as IT/OT, ERP (Enterprise Resource Planning), MES (Manufacturing Execution Systems), and SCADA (Supervisory Control and Data Acquisition) systems. Integrated various software applications to facilitate data exchange and improve operational efficiency. Implemented robust cybersecurity measures to protect sensitive manufacturing data and intellectual property. Ensured compliance with relevant regulatory requirements, such as FDA regulations for pharmaceutical manufacturing or ISO standards for quality management.

Responsible for the day-to-day operations of the 24x7 financial data centers, including server hardware, networking equipment, storage devices, and other infrastructure components. Ensured 24x7 uptime by monitoring performance, and troubleshooting issues if they arose. Predicted future capacity requirements based on business needs and trends, and planning for the expansion or optimization of data center resources accordingly. Implemented and maintained security measures to protect the data center from unauthorized access, cyber threats, and physical security risks. This included implementing firewalls, intrusion detection systems, access controls, and surveillance systems. Developed and implemented plans to ensure the data center could recover quickly from disruptions such as natural disasters, power outages, or cyber attacks. This involved regular backups, testing of recovery procedures, and maintaining redundant systems. Ensured that the data center complied with relevant industry regulations and standards, such as SOC2, FDIC, SSAE 16, ISAE 3402, ISO 27001. This involves implementing security controls, conducting audits and penetration tests. Identified opportunities for optimization and improvement in data center operations, such as implementing automation, adopting new technologies, or streamlining processes to increase efficiency and reduce costs.

Responsible for the setup, maintenance, and security of the technical infrastructure needed for financial transactions and data management. Safeguarded sensitive financial information and systems from cyber threats, data breaches, and unauthorized access. This includes implementing robust security measures and conducting regular audits. Supported client-facing systems and platforms, such as online sunscription based trading portals, new mobile apps, customer relationship management (CRM) tools, and other 3rd party software and solutions.

Provided expert advice and guidance to document imaging development teams on technical challenges, architecture decisions, and best practices related to DOS and Windows solution. Evaluated new and existing builds against existing technologies and new technologies. Assisted in diagnosing and resolving complex technical issues that arose during development, testing, or production. Provided training sessions, workshops, and mentoring to help resllers technical staff improve their technical skills. Implemented new infrastructure with Novell 3.12 and then Windows Server 3.5. Tested new BUIC and TS scanners when API's were updated.

Provided timely and effective resolution to technical issues reported by healthcare professionals or IT staff. This included troubleshooting software bugs, configuration problems, and integration issues. Implemented new systems for hospitals and doctors offices by installing new computer hardware or terminals and then installing the software solution on these systems. Conducted training sessions and provided guidance to users on how to effectively use the software. Performed routine maintenance tasks such as software updates, patches, and backups to ensure system reliability and security. Maintained thorough documentation of support processes, troubleshooting procedures, and resolutions to common issues.