MELISSA TRENKAMP
Milan,IL
Summary
Enterprise service delivery leader with nearly 20 years of experience owning end-to-end technology service delivery across complex, high-expectation environments. Proven track record leading multidisciplinary service organization of 45+ professionals, with direct accountability for operational execution, SLA performance, incident management, and continuous service improvement. Recognized for treating service delivery as a strategic business function that drives predictable outcomes and long-term customer trust. Hands-on executive who has led ITIL-aligned incident, change, and problem management programs, frequently serving as the senior escalation lead during high-severity incidents by providing clear direction, decisive action, and accountability through complex operational challenges. Experienced partner to Engineering, Product, Security, Sales, and Executive Leadership, with a data-driven approach to service excellence in regulated environments.
Overview
19
19
years of professional experience
Work History
Vice President, IT Operations and Service Delivery
Twin State Technical Services
Davenport, IA
07.2024 - 10.2025
- Owned end-to-end service delivery operations across Network, Software, Web, and Procurement Engineering functions, leading 45+ professionals with direct accountability for service performance, operational execution, and delivery consistency
- Took ownership of an existing service delivery model and partnered with Sales and Project Management to improve how work moved through the organization, strengthening accountability, escalation, and delivery consistency
- Served as senior escalation lead for high-severity service incidents, providing decisive leadership, cross-team coordination, and executive communication through resolution and post-incident review
- Maintained executive oversight of top-tier, high-complexity client accounts, acting as a trusted advisor during complex delivery challenges and aligning customer expectations with operational capabilities
- Re-engineered service onboarding and transition processes, reducing time-to-steady-state by 70% while improving operational readiness, documentation standards, and delivery consistency
- Provided operational leadership for ITIL-aligned incident, change, and problem management practices, strengthening service reliability and reducing recurring operational issues
- Oversaw engineering and service delivery teams with embedded responsibility for security, supportability, and operational readiness, while partnering with Sales, Project Management, and Executive Leadership to align delivery execution with business priorities
- Maintain executive oversight of top-tier enterprise accounts, serving as senior escalation lead and trusted advisor during complex delivery challenges and high-impact incidents
- Supported year-over-year revenue growth by stabilizing service delivery, strengthening customer trust, and aligning operational execution with long-term client needs
- Led operational readiness efforts supporting SOC 2 Type I compliance, including governance, documentation standards, and alignment of security tooling with service delivery processes
- Oversaw delivery of complex infrastructure, cybersecurity, and modernization initiatives across multi-site and regulated client environments, ensuring predictable execution and minimal service disruption
Network Manager
Twin State Technical Services
Davenport, IA
02.2024 - 07.2024
- Directed Network Engineering operations, providing day-to-day oversight of workload prioritization, resource assignment, and delivery execution while maintaining hands-on involvement in complex initiatives
- Oversaw operational execution for end-to-end network and infrastructure projects, including servers, network refreshes, endpoint security rollouts, and Microsoft 365 migrations, ensuring adherence to standards, timelines, and scope
- Implemented process improvements for technical documentation, project tracking, and change coordination, improving operational visibility and consistency across the Network Engineering team
- Worked directly with the CEO and HR on staffing needs, capacity planning, and resource forecasting to support operational stability and growth
- Served as escalation point for technical and operational issues, balancing immediate resolution with long-term operational improvement
Network Engineer - Team Lead
Twin State Technical Services
Davenport, IA
01.2019 - 02.2024
- Supervised and mentored a small engineering team while maintaining hands-on role managing high-profile client accounts, designing, implementing, and supporting complex network infrastructures for SMB and enterprise clients
- Served as dedicated technical lead for top-tier enterprise accounts, specializing in manufacturing and construction sector IT solutions while driving account growth and service expansion
- Coordinated project planning, resource assignments, and status reporting while actively contributing as senior technical engineer
- Served as primary escalation point for complex design challenges and critical troubleshooting scenarios
- Implemented PSA (Professional Services Automation) platform, enhancing ticket tracking, workflow automation, and operational efficiency
Network Engineer
Twin State Technical Services
Davenport, IA
11.2016 - 01.2019
- Delivered full-scope infrastructure projects across network, firewall, and server environments, serving as the primary engineer for complex deployments in manufacturing, construction, and professional services
- Performed Microsoft 365 migrations, security hardening initiatives, and backup solution deployments
- Developed comprehensive documentation and network diagrams supporting client environments and internal knowledge base
Network Administrator
XPac
Milan, IL
12.2012 - 10.2016
- Managed Microsoft Exchange, Symantec Antivirus, and WSUS deployments across 8-building campus environment supporting 200+ devices
- Maintained Active Directory infrastructure, network systems, and VoIP phone systems
- Provided after-hours technical support ensuring 99.5% uptime and timely incident resolution
Systems Administrator
BLOX Digital (Lee Enterprises)
Moline, IL
10.2006 - 12.2012
- Managed enterprise infrastructure supporting 350+ networked devices across three locations including primary office and remote datacenters in Chicago and New York City
- Deployed and maintained WSUS, Active Directory, VoIP systems, and disaster recovery solutions
- Managed department budget and developed company policies for network security and software usage
- Served as a trusted technical resource for clients, providing end-to-end support-from frontline troubleshooting to advanced engineering guidance
- Managed technology budgets for assigned clients, ensuring cost-effective planning and alignment with business goals
Education
Bachelor of Arts - Communications and Computer Network Administration
St. Ambrose University
05-2006
Skills
- Service Delivery & Operations Leadership
- Strategic Technology Planning
- Business Process Optimization
- Process Automation & Efficiency
- Project Management
- Cybersecurity & Compliance
- Vendor & Procurement Management
- Network Architecture & Infrastructure
- KPI Development & Performance Tracking
- Team Development & Mentorship
- Change Management
- Cloud & Productivity Platforms
Technical Expertise
Microsoft 365 ecosystem (Intune, Entra ID, Copilot, Exchange), Power Platform, Cisco, Fortinet, Dell, FS, Ubiquiti, VMWare ESXi, SentinelOne, Proofpoint, Mimecast, Adlumin, NIST frameworks, SOC 2 compliance, Prophet 21, Global Shop, JobBoss, Dynamics Great Plains, Concur, Microsoft SQL Server, HaloPSA, N-central, Domotz, Veeam, TeamViewer, PRTG, Okta, Cove Data Protection
Timeline
Vice President, IT Operations and Service Delivery
Twin State Technical Services
07.2024 - 10.2025
Network Manager
Twin State Technical Services
02.2024 - 07.2024
Network Engineer - Team Lead
Twin State Technical Services
01.2019 - 02.2024
Network Engineer
Twin State Technical Services
11.2016 - 01.2019
Network Administrator
XPac
12.2012 - 10.2016
Systems Administrator
BLOX Digital (Lee Enterprises)
10.2006 - 12.2012
Bachelor of Arts - Communications and Computer Network Administration
St. Ambrose University