Luke Peluso

• Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
• Led cross-functional teams for successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Demonstrated proficient leadership skills to motivate employees and build competent teams.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Negotiated high-value contracts that maximized profitability while mitigating risks for organization.
• Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
• Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
• Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.

Ensured the efficient resolution of customer issues while maintaining strong security protocols.

• Developed and implemented processes to accurately track and integrate data from multiple disparate sources.
• Analyzed and interpreted data to identify key performance indicators (KPIs) for client support and business operations.
• Provided data driven insights and actionable recommendations to enhance operational efficiency and improve client support.
• Managed multiple organization's IT infrastructure and cybersecurity initiatives, ensuring robust protection against threats while optimizing system performance and reliability to support business operations."

Key Achievements:

• Successfully led company’s transition to a new Remote Monitoring and Management (RMM) platform, delivering significant cost savings and enabling the deployment of advanced security features.
• Oversaw the seamless migration of company’s systems and operations to new RMM platform, ensuring minimal disruption to business processes.
• Implemented Zero Trust network architecture, strengthening organization’s security posture by enforcing strict access controls and continuously verifying user and device identities.
• Enabled application control capabilities within RMM platform, providing granular control over the software running on company devices and reducing risk of unauthorized or malicious applications.
• Deployed Managed Detection and Response (MDR) software, integrated with Security Operations Center (SOC) services, to enhance real time threat detection, response, and mitigation capabilities.
• Introduced Compliance as a Service offering using new RMM platform, helping clients achieve and maintain regulatory compliance while expanding company’s service portfolio.
• Continuously monitored performance and effectiveness of the RMM platform, assessing key metrics and gathering user feedback to optimize functionality and address emerging issues.
• Demonstrated expertise in selecting and implementing cutting edge technology solutions, taking a proactive approach to improving security and operational efficiency. Contributed to sales growth by designing strategies and tactics that simultaneously increased revenue and improved support efficiency.
• Implemented sales tracking systems and performance metrics to measure effectiveness of sales programs.
• Acted as primary point of contact for all escalated customer issues, both technical and operational.
• Served as a trusted liaison between customers and organization, ensuring timely and effective resolution of concerns.
• Proactively monitored customer feedback to identify trends, recurring issues, and areas for improvement in products, services, and processes.
• Developed and implemented customer service strategies, policies, and procedures to enhance overall customer experience.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Improved service quality, addressing client concerns promptly and professionally.
• Coordinated with multiple departments to ensure seamless service delivery across all touch points.
• Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
• Enhanced service delivery by developing and implementing efficient processes.
• Reduced turnaround time with effective resource allocation and task prioritization.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.

• Designed and implemented scalable, secure, and cost-effective IT infrastructure solutions for clients, aligning technology architecture with business objectives.
• Led architecture planning and deployment for client networks, servers, cloud environments, and storage solutions, ensuring optimal performance and high availability.
• Developed and maintained disaster recovery (DR) plans and business continuity strategies to minimize downtime and ensure data integrity.
• Collaborated with cross-functional teams to evaluate, design, and deploy complex multi-cloud and hybrid cloud environments for enterprise clients.
• Architected and deployed security frameworks including firewalls, VPNs, and intrusion detection systems (IDS), ensuring compliance with industry standards (e.g., HIPAA, GDPR, SOC 2).
• Provided guidance on best practices for systems integration, including legacy systems, new technologies, and third-party solutions.
• Monitored and assessed client environments to identify areas for performance improvement, scalability, and security enhancements.
• Developed and maintained detailed documentation for system architecture, configurations, and processes, ensuring smooth handovers for operational support.
• Worked closely with clients and internal stakeholders to gather requirements and translate business needs into technical solutions, ensuring long-term success.
• Managed deployment of automation tools for system provisioning, patch management, and routine maintenance, reducing manual errors and operational overhead.
• Advised on emerging technologies and IT trends, recommending innovative solutions to enhance client business operations and infrastructure efficiency.
• Led design and execution of security assessments and audits to identify potential vulnerabilities and ensure proactive security posture.
• Provided ongoing technical support and troubleshooting for complex infrastructure issues, maintaining high levels of client satisfaction and operational uptime.

Responsible for installation, configuration, and maintenance of client IT systems, including networks, servers, and cloud solutions. Provide advanced troubleshooting and technical support, ensuring optimal performance and security. Collaborate with teams to deliver customized IT solutions and mentor junior staff.

Responsible for configuration, management, and troubleshooting of macOS environments within organization. Administer and maintain Mac desktops, laptops, and servers, ensuring seamless integration with network infrastructure and enterprise applications. Provide technical support for end-users, implement security policies, manage software updates, and resolve hardware/software issues. Collaborate with IT teams to ensure efficient operation of Apple-based systems and infrastructure.

Responsible for analyzing, designing, and optimizing IT systems to meet business requirements. Collaborate with stakeholders to gather and document functional specifications, perform system testing, and recommend improvements. Provide technical support and troubleshooting for system issues, ensuring effective integration and performance. Work closely with development and IT teams to implement solutions that improve operational efficiency and support business objectives.