Donald M.

Experience

1. Service Manager

   Real It Solutions, Inc

   Feb 2023 — Present · Grand Rapids, MI, US

   As a Service Manager, I am a key member of the leadership team, driving company culture and overseeing the delivery of IT services to clients. My role involves ensuring that service level agreements are met and that clients are highly satisfied with the services they receive.With expertise in Network Infrastructure, IT Security, Windows Server and Desktop Administration, Cloud DevOps, Microsoft 365, and User Experience, I lead and manage a team of IT professionals and admin staff dedicated to continuously improving service delivery.Milestones during my tenure include:• Leading the company to meet its goal of providing the best customer service in Michigan, as recognized by Google and Clutch.• Elevated Real IT to be a top 3 recommended Managed Service Provider (MSP) in Grand Rapids and a nationwide MSP finalist in the manufacturing sector.• Rebranding our marketing materials, SBR\'s and roadmap documentation to enhance client engagement.• Developed and refined our service processes from simple dispatching to a comprehensive process that integrates effective elements from well-known methodologies, focusing on both customer and technician satisfaction.• Cultivated a culture of hard work and fun, which has led to 100% retention, contrasting with previous sea-level approaches that aimed to build robotic efficiency.• Revitalized our one-on-one meetings, review process, employee onboarding, and technician training, transforming these areas into a cultural revolution that emphasizes continuous improvement and engagement.• Building strong client and vendor relationships through empathy and understanding, resulting in smooth operations and high client satisfaction.• Managing the lifecycle of services delivered to clients, from opportunity identification to ongoing support and operations.• Training and overseeing project managers, ensuring that project timelines, labor costs, and budgets are met.

Education

• Texas State Technical College

  Associate of Applied Science

Skills

• Adobe Creative Suite
• Vpn
• Network Administration
• Tcp/Ip
• Wordpress
• Css
• Barracuda Spam Firewall
• Wan
• Network Design
• Indesign
• Palo Alto Networks
• Lan
• Web Development
• Active Directory
• Windows Server
• Sonicwall
• Dreamweaver
• Web Analytics
• Windows 8
• Wireless Networking
• Web Design
• Microsoft Office
• Cisco Ios
• Windows 7
• IT Service Management
• Microsoft Sql Server
• Sas
• Atm Networks
• Photoshop
• Network Security
• Cisco Routers