Angel Alvarado

- Interface with MSP partner stakeholders to maintain a robust solution that meets client needs.
- Provide technical guidance and best practice recommendations to MSPs that utilize Remote Monitoring and Management (RMM) for endpoint management.
- Establish recurring meetings to leverage technology solutions and optimize the MSP partner experience.
- Respond to MSP queries in a timely and professional manner, ensuring high levels of satisfaction.
- Work as part of a global team to resolve MSP partner issues promptly and escalate them to various professional services teams when necessary.
- Prioritize issues both internally and with partners to meet the Service Level Agreement (SLA) targets set in MSP contracts.
- Discuss and review Managed Network Architecture (MNA) opportunities with MSPs and provide guidance as needed.
- Deliver high-quality services to achieve elevated Net Promoter Score (NPS) rates.
- Document and track the resolution of MSP issues in accordance with compliance and Quality Management System (QMS) requirements.

My experience at the Cromwell Fire District showcases my expertise in implementing, administering, and supporting a diverse range of information systems solutions. I have a background in project management, implementation, troubleshooting, performance tuning, and maintenance of Microsoft Exchange, Windows Servers, ESXi hosts, and fiber network backhaul, as well as infrastructure design and vendor relations management. For 15 years, I successfully managed security and disaster recovery for the Fire District, which includes the Fire Department, Water Division, and Administration Offices. I have led multiple enterprise projects and collaborated with teams that included developers and senior leadership. In my role, I also managed budgeting for information services projects and communications towers. Additionally, I work with Connecticut Department of Administrative Services (CT DAS) to implement best practice policies and ensure compliance within the organization, including training personnel as required by the Connecticut Siting Council.

During my time at ADNET, I built strong relationships with clients to thoroughly understand their business goals and help implement technology best practices tailored to their needs. I managed and supported technology solutions across a wide variety of industries. My most recent project experiences include developing and supporting solutions for a national radiology practice and a polymer manufacturing company based in Connecticut. As the primary project lead, I acted as a liaison between clients and vendors during the deployment of new technologies. I served as the primary support engineer for multiple organizations in both the public and private sectors throughout Hartford County. My role involved working with various vendor-specific software and hardware to address security and network-related issues.

My involvement with each organization varied in terms of specific functions and responsibilities, ranging from network administration, which included supporting end-users, to systems engineering, where I was responsible for building out entire networks. One notable project involved a complete network build-out that included setting up servers, firewalls, and configuring backhaul for all internet circuits. I also participated in end-user experience testing and training for deployed products.