Chris Buckman
Cedar Rapids,Iowa
Summary
Accomplished professional adept at driving team performance, business strategies, and making data-supported recommendations for continuous process improvement. Skilled at identifying optimal tactics for motivating teams and engaging clients.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr.Manager - Network Team
The 20 LLC (formerly Collabrance LLC)
Cedar Rapids, IA
01.2025 - Current
- Created a new business unit within the company.
- Developed SOPs, ticket flows, scope of support, and other operational materials to streamline network team processes.
- Launched new service offerings focused on network monitoring, alerting, and management to enhance client service delivery.
- Spearheaded recruitment and professional development for a team of 5 highly skilled engineers.
- Created and executed a plan to standardize network equipment offerings.
- Oversaw the maintenance of existing network hardware.
- Managed licensing renewal cycles.
- Worked cross functionally between procurement, service desk, regional MSPs, sales, account management, vendors and executive leadership.
- Advised on the technical development for service desk team members.
- Managed high-priority incidents, ensuring swift response and resolution to minimize service disruption.
- Planned and scheduled network infrastructure replacements and upgrades.
- Increased the company's management of Fortigates by 250% in 8 months.
- Resolved 1560 tickets between April 25' and February 26' resulting in more efficient resolution for the customer and less workload for the helpdesk, regional and project teams.
Service Desk Manager
The 20 LLC (formerly Collabrance LLC)
Cedar Rapids, IA
01.2023 - 01.2025
- Lead a team of 8-25 technicians ranging from Tier 1 to Tier 3.
- Ensured adherence to key KPIs such as 98% SLA, 90% remote resolution rate and 90%+ CSAT.
- Prioritized the development of technician's skills, career interests and promotions.
- Maintained a strong working relationship with finance, sales, HR and senior leadership to assure business growth and revenue requirements.
- Prepared and delivered annual and mid-year merit increases.
- Oversaw the hiring, review and termination of 30+ team members.
- Developed new business plans to penetrate into new markets.
- Created, reviewed and publish SOP materials (IRT, troubleshooting, policies).
- Held weekly/monthly meetings with Service Providers, Customers and Vendors to ensure business alignment and success.
- Worked with members of leadership to create new processes and improve existing processes.
- Created and Managed the Chat Support Team in addition to core technical services.
- Worked closely with senior leadership and integration teams at The20 and GreatAmerica to ensure smooth transition during acquisition.
- Maintained 100% of team members during acquisition/transition.
- Maintained 90% of team members during the first year of acquisition.
Service Desk Mentor
The 20 LLC (formerly Collabrance LLC)
Cedar Rapids, IA
10.2022 - 01.2023
- Created and Executed a campaign to boost chat traffic. This resulted in 300% growth in 4 months.
- Trained new technicians on Scope of Support, Billable Work and other company related information.
- Created customer dashboards in Brightgauge to track live and trending chat data.
- Helped team members create, review, execute their PDP goals.
- Participated as a key resource in hiring 26 technicians.
User Support Specialist
The 20 LLC (formerly Collabrance LLC)
Cedar Rapids, IA
09.2020 - 10.2022
- Maintained a 98% SLA adherence, and a 97% CSAT score.
- Developed and implemented plans for a full time chat support team.
- Received inbound emails, chats and calls to troubleshoot.
- Collaborated with Service Providers to resolve onsite technical issues.
- Continued building a deeper knowledge of M365, Intermedia, Active Directory, Network Management and Cyber Security.
Service Desk Triage Specialist
The 20 LLC (formerly Collabrance LLC)
Cedar Rapids, IA
06.2018 - 09.2020
- Provided assistance to customers with technical issues with network, computer and phone related issues.
- Worked with leadership to improve ticketing processes to promote more efficient workflow.
- Created and edited knowledge base articles on a continuous basis.
Customer Care Consultant
Go Daddy
Cedar Rapids, IA
12.2015 - 05.2018
- Promoted to specialty team within 8 months for analyzing customers' online needs and recommending products that supported GoDaddy's growth and customer satisfaction.
- Received multiple Prestige Awards for having the top CSS scores on my team.
- Guided customers in making informed business decisions aligned with their online needs and goals.
Education
Bachelor of Business Administration - Marketing
University of Iowa
Iowa City, IA12.2015
Associate of Arts -
Kirkwood Community College
Cedar Rapids, IA05.2013
Skills
- ConnectWise Manage
- N-Able N-Central
- IT Glue
- Microsoft Office
- Kaseya BMS
- Kaseya VSA
- Workday
- NetSuite
- Intermedia
- M365
- Auvik
- Forticloud
- Fortimanager
- Servant Leadership
- Verbal and Written Communication
- KPI Management
- Service Desk Operations
- Project Management
- Client Relationship Management
- Cultural Stewardship
- Employee Engagement
- Change Management
Certification
• IT Nation Evolve Peer Group Member
• HDI Support Center Analyst Certification
• Criminal Justice Information System (CJIS)
• Google Cyber Security Certificate
• DoD Mandatory Controlled Unclassified Information Certificate
• Fortinet FCA, FCF
• HDI Support Center Analyst Certification
• Criminal Justice Information System (CJIS)
• Google Cyber Security Certificate
• DoD Mandatory Controlled Unclassified Information Certificate
• Fortinet FCA, FCF
Timeline
Sr.Manager - Network Team
The 20 LLC (formerly Collabrance LLC)
01.2025 - Current
Service Desk Manager
The 20 LLC (formerly Collabrance LLC)
01.2023 - 01.2025
Service Desk Mentor
The 20 LLC (formerly Collabrance LLC)
10.2022 - 01.2023
User Support Specialist
The 20 LLC (formerly Collabrance LLC)
09.2020 - 10.2022
Service Desk Triage Specialist
The 20 LLC (formerly Collabrance LLC)
06.2018 - 09.2020
Customer Care Consultant
Go Daddy
12.2015 - 05.2018
Bachelor of Business Administration - Marketing
University of Iowa
Associate of Arts -
Kirkwood Community College