Professional Summary
Technical Solutions Consultant and former Managed IT Business Owner with 10+ years of experience translating complex technical infrastructure into clear, ROI-driven business solutions. Proven track record of managing full-cycle client relationships, negotiating vendor contracts, and architecting custom deployments that drive 100% customer retention. Expert at bridging the gap between deep technical troubleshooting and executive-level business strategy.
Professional Experience
Lead Technical Account Manager
Feb 2018 - Present- Direct full-cycle technical consulting for a portfolio of local SMBs, identifying infrastructure bottlenecks and upselling custom networking/hardware solutions to increase account revenue.
- Lead technical discovery consultations with non-technical business owners, translating complex IT requirements into actionable proposals with a 90%+ close rate.
- Negotiate hardware procurement contracts with vendors and suppliers, maintaining strict profit margins while delivering under-budget solutions to clients.
- Maintain a 100% client retention rate over 6 years by serving as the primary technical point of escalation and ensuring SLA-compliant, high-quality deployments.
Technical Solutions Specialist
Jun 2015 - Jan 2018- Diagnosed client hardware/software pain points and pitched tailored upgrade paths, balancing customer budget constraints with optimal technical performance.
- Streamlined the repair and support ticketing pipeline, reducing average turnaround time by 30% and increasing total weekly throughput.
- De-escalated high-stress client technical emergencies, restoring critical business operations and rebuilding customer trust.
Enterprise Support Technician
Feb 2014 - May 2015- Managed technical support escalation for enterprise clients regarding server management utilizing SolusVM and WHMCS.
- Maintained strict adherence to response time SLAs via ticket and live chat support, ensuring high customer confidence in cloud infrastructure availability.
Technical Projects & Demos
Vault-AI (Secure Enterprise Knowledge Base)
Architecture: Engineered a local, privacy-first AI knowledge base using Python, LlamaIndex, ChromaDB, and an offline Llama-3-70B model.
Business Impact: Built to demonstrate secure, 0-data-leak RAG (Retrieval-Augmented Generation) solutions for highly regulated local industries (Legal/Biotech), proving an ability to deploy modern AI enterprise architectures.
SpicyConsole.com
Architected a dynamic command-line learning platform to simplify cybersecurity and networking education, demonstrating the ability to present complex technical concepts clearly to non-technical and beginner audiences.
EndOfTheTale.com
Collaborated on a tech-focused affiliate marketing startup, optimizing the platform to offer curated insights and exclusive deals on the latest consumer technology.