Bob Last Name
Orlando,FL
Summary
Results-driven IT leader with 10+ years of experience in network operations, team leadership, and process improvement. Demonstrated ability to enhance operational efficiency, optimize ITSM documentation, and develop high-performing teams. Rapid career progression at Presidio showcases execution excellence, teamwork, and integrity. Strong background in Network Operations Center (NOC) management, service delivery, and automation, complemented by ITIL Foundation certification.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager, MSP NOC
Presidio
12.2023 - Current
- Oversee Tier 1 operations for a 24/7 NOC supporting ~200 clients with unique ticketing and escalation procedures
- Drive process improvements, QA/auditing initiatives, and documentation enhancements to optimize efficiency
- Designed, implemented, and manage the Tier 1 - Tier 2 Training Program, providing top-performing technicians with hands-on training alongside Tier 2 engineers, fostering career development and preparing them for promotion opportunities
- Collaborate with leadership to identify gaps, recommend new positions, and enhance operational effectiveness
NOC Manager
Presidio
11.2019 - 12.2023
- Managed a team of supervisors and technicians, ensuring seamless network support and vendor management
- Spearheaded ITSM documentation improvements, refining company records for better client support
- Strengthened internal knowledge base, ensuring accurate and up-to-date procedural documentation
- Built and maintained all automation workflows using Power Automate, streamlining repetitive tasks and improving operational efficiency
NOC Supervisor
Presidio
11.2014 - 11.2019
- Promoted within nine months—one of the fastest technician-to-supervisor promotions in NOC history
- Led a team of technicians, providing mentorship and improving team performance through structured feedback
- Developed best practices for ticket prioritization and escalation management
NOC Technician
Presidio
02.2014 - 11.2014
- Provided Tier 1 technical support for Cisco networking and collaboration solutions
- Managed carrier and vendor escalations to ensure timely resolution of network incidents
Education
Associate of Science (A.S.) - Cyber Security
Valencia College
Orlando, FL01.2013
Skills
- Network Operations
- ITSM
- Tier 1 Training
- Tier 2 Training
- Development
- Team Leadership
- Mentorship
- Process Improvement
- Documentation
- Incident Management
- Escalation
- Cisco Networking
- Collaboration Support
- Vendor Management
- Carrier Management
- Knowledge Base Development
- ServiceNow ITSM
- Power Automate
- Workflow Automation
- Reporting oversight
- Business performance management
- Resource allocation
- Troubleshooting and problem resolution
- Operations management
- Cross-functional communication
- Talent development
- Documentation and reporting
- Data analytics
- Organizational improvement
Accomplishments
Designed and launched the Tier 1 - Tier 2 Training Program, increasing promotion readiness and career progression opportunities for top-performing techs.
Improved Tier 1 efficiency and escalation workflows, reducing resolution times and improving service delivery for ~200 clients.
Led a QA/auditing initiative that identified and resolved documentation gaps, improving knowledge management and reducing repeat incidents.
NOC Manager
Automated multiple NOC processes using Power Automate, eliminating manual tasks, reducing errors, and improving response times.
Enhanced ITSM documentation standards, ensuring up-to-date and accurate company records, which improved troubleshooting and service consistency.
Developed a structured performance feedback system, contributing to measurable improvements in technician accuracy and efficiency.
Certification
ITIL Foundation Certified
Timeline
Senior Manager, MSP NOC
Presidio
12.2023 - Current
NOC Manager
Presidio
11.2019 - 12.2023
NOC Supervisor
Presidio
11.2014 - 11.2019
NOC Technician
Presidio
02.2014 - 11.2014
Associate of Science (A.S.) - Cyber Security
Valencia College
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