Kayla Turzak

Professional Summary (Role Context + Skills)
Lead account strategy and service delivery for 100+ clients at a mid‑sized MSP, serving as the primary liaison between client leadership and technical teams. Develop scopes, schedules, and resource plans with engineering; operate as interim project manager to coordinate stakeholders, pre‑implementation logistics, and milestone tracking. Redesign processes across support, projects, and procurement to reduce friction and improve client experience. Conduct QBRs and deliver executive‑level reporting aligned to business goals, including IT roadmaps and long‑term planning. Implement HubSpot CRM for account management—building workflows, automating pipeline tracking, and training staff. Drive targeted upsells that support continuity and reliability. Hire, onboard, and mentor junior account management talent. Own client‑wide initiatives such as Windows 10→11 upgrades and hardware refreshes, and modernization of CloudRadial on/offboarding forms and request workflows.

Core Competencies
Account strategy and client success; stakeholder communication; scope, schedule, and resource planning; interim project management and change management; process redesign for support/project/procurement workflows; QBRs, IT roadmaps, and executive reporting; HubSpot CRM administration (workflows, automation, pipeline tracking, cross‑department training); data hygiene across CRM, RMM, and documentation platforms; Windows 10→11 upgrade coordination and fleet refresh planning; hardware deployment logistics and vendor coordination; capacity planning for helpdesk and deployments; end‑user communications (guides, email templates, portal content); CloudRadial form design and administration; customized on/offboarding templates and expedited request workflows; metrics analysis using ticket trends to demonstrate reduced incidents post‑replacement; culture initiatives and team mentoring.

Professional Summary (Role Context + Skills)
Account manager for a regional managed service provider, responsible for the full sales and service lifecycle across SMB, enterprise, government, education, and nonprofit clients. Developed and applied skills in sales‑pipeline management, tailored IT‑infrastructure solution scoping and quoting, channel/vendor partnerships and certifications, RFP analysis and proposal development, project coordination from kickoff through delivery, ConnectWise Manage (PSA) and Kaseya VSA (RMM) administration, technical documentation, and customer‑escalation resolution.

Core Competencies
Sales‑pipeline oversight; account growth and retention; solution design and quoting; channel/vendor relationship management; RFP monitoring and response; proposal writing; project coordination and vendor scheduling; SOP/presentation/training‑material development; ConnectWise Manage administration (users, permissions, integrations); Kaseya VSA administration; help‑desk ticket triage via phone, email, and portal; onsite service coordination; stakeholder communication.

Professional Summary (Role Context + Skills)
Systems administrator for Nevada and Virginia’s Statewide P‑20 to Workforce Longitudinal Data Systems—the central platforms enabling secure, reliable access to education‑through‑workforce data for researchers. Developed and applied skills in Windows Server and Hyper‑V administration, SQL Server management and recovery, code promotions and versioning, release coordination across the SDLC, SonicWall high‑availability, Office 365 migration, and stakeholder communication.

Core Competencies
Event‑log analysis and memory‑issue troubleshooting; preventive maintenance and upgrade planning; provisioning and migration of Windows Server VMs (10+); SQL Server administration (instances, permissions, scheduled jobs), complex SQL Server migrations, and production/test restores; SonicWall HA firewall configuration with full implementation documentation; Exchange 2010 → Office 365 mailbox migration (30+); frontline IT helpdesk support; time/project‑tracking process implementation; requirements gathering, documentation, and testing support for large onboarding projects.