Open to opportunities

Alfredo Reyes

@alfredoreyes

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Executive IT leader delivering technical support excellence, managed services, and high-performing teams.

United States

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What I'm looking for

I’m looking for an IT leadership role in managed services where I can run technical support at a senior level, improve service delivery through process optimization, coach high-performing teams, and strengthen customer satisfaction and retention.

I’m an IT leader focused on delivering exceptional technical support, service management, and team development that directly improves customer outcomes. Across multiple industries, I’ve built strong client trust by resolving complex issues quickly and guiding teams through escalations.

In my current role as VP, Technical Services / Managed Services at Boomtown CIO (Remote), I manage performance and optimize operational workflows with the Chief Administrative Officer. I handle tickets at a senior level, support troubleshooting and resolutions, and help recruit and onboard new team members.

I’ve consistently improved operational efficiency: I reduced ticket resolution time by 25% by streamlining systems and procedures, and improved team efficiency by 30% through ticket management process improvements plus regular training and feedback sessions. I’ve also achieved 98% Customer Satisfaction by resolving complex problems efficiently and strengthening client relationships.

On the technical side, I’ve reduced system downtime by 20% through proactive network monitoring, server remediation, and cybersecurity threat identification. Earlier roles strengthened my foundation in Active Directory, Office 365, Azure Active Directory, Citrix, print/file/storage management, incident communications, and HIPAA-compliant onboarding and client support.

Experience

Work history, roles, and key accomplishments

Current

VP, Technical Services

Current

Boomtown

Nov 2022 - Present (3 years 8 months)

Provided senior-level technical support to the team by handling tickets and guiding troubleshooting and resolutions. Collaborated with leadership to manage team performance, onboard staff, and develop process improvements while enforcing company policies.

Technical Support Service Management Troubleshooting Team Leadership Workflow Optimization Process Improvement

Systems Administrator

Abacus Group LLC

Sep 2019 - Nov 2022 (3 years 2 months)

Delivered technical support via phone, email, and remote access, managing ticket queues and resolving issues within SLA. Administered Office 365, Azure Active Directory, and Citrix while monitoring networks and cybersecurity threats to support client environments.

Technical Support SLA Management Office 365 Administration Azure Active Directory Citrix Network Monitoring

Service Desk Analyst II

Envision Enterprise

Oct 2018 - Sep 2019 (11 months)

Managed active directory for multiple domains and provided first-call resolution for technical issues. Diagnosed and resolved software, hardware, and connectivity problems (including VPN and Citrix), supported Android/iOS mobile device management, and coordinated escalations and incident communications.

Active Directory Administration First Call Resolution Troubleshooting Citrix Mobile Device Management Escalation Management Performance Coaching

Implementation Specialist

Ameriflex

Oct 2016 - Mar 2018 (1 year 5 months)

Provided client onboarding for FSA, HSA, HRA, and COBRA plan administration, including auditing and building client plan designs for accuracy and compliance. Maintained HIPAA confidentiality for sensitive information and coordinated ongoing client communications and stakeholder meetings.

Client Onboarding Plan Audits Compliance Support HIPAA Stakeholder Management Client Communication

IT Service Desk

Modis Staffing Services

Oct 2015 - Sep 2016 (11 months)

Provided tier 1 and tier 2 IT support for 3,000+ applications with user account administration and mailbox/security protocol management. Developed and tracked service desk performance metrics to improve customer satisfaction and supported process improvements with management.

Tier 1 Support Application Support Security Protocols Customer Satisfaction Service Desk Operations

Service Desk Analyst

Interface Security

Jul 2011 - Jun 2013 (1 year 11 months)

Supported software applications including email, dispatch, and IVR systems and coordinated daily support for installation technicians to resolve issues promptly. Served as a liaison between clients and law enforcement for escalated security issues.

Application Support Email Dispatch IVR Support Technical Escalation