Looking for a job

Greg Garza

@greggarza

Managed Services Lead at Prescriptive Data Solutions who built an MSP/MSSP service-delivery function serving 23 client organizations.

United States

Message

At Prescriptive Data Solutions, I built the MSP/MSSP service-delivery function from the ground up and continue to lead its day-to-day operation. I established the workflows, service standards, escalation procedures, monitoring, and security practices used to deliver managed IT and security services.

I’m responsible for service delivery across 23 client organizations and 1,000+ devices, and I lead a four-person technical team. I own SLA/KPI performance, escalations, client communication, and operational improvement.

I selected and implemented the core MSP/MSSP technology stack, including ConnectWise Manage, IT Glue, LogicMonitor, and Liongard. I also lead service delivery across Microsoft 365, Azure, Entra ID, and Intune environments.

Earlier, I supported network operations at TeamLogic IT and directed service desk operations at Gage Telecom and Countrywide Financial. My experience also includes endpoint support at Prosperity Bank and enterprise infrastructure operations at Xerox.

Experience

Work history, roles, and key accomplishments

Current

Managed Services Lead

Current

Prescriptive Data Solutions

Aug 2021 - Present (5 years 2 months)

Built the MSP/MSSP service-delivery function from the ground up, establishing workflows, service standards, and operational processes. Responsible for service delivery across 23 client organizations and 1,000+ devices, leading a four-person technical team.

Senior Hardware Specialist

Prosperity Bank

Aug 2019 - Jul 2021 (1 year 11 months)

Resolved complex Tier 2/3 hardware and Windows endpoint incidents, coordinated patch management and hardware lifecycle, and documented support procedures to improve service delivery.

hardware troubleshooting Windows Endpoints Imaging Inventory Management Patch Management Incident Management Documentation SLA

Senior IT Network Engineer

TeamLogic IT

Jul 2018 - Aug 2019 (1 year 1 month)

Supported network operations across multiple MSP clients, including LAN/WAN, routing, switching, wireless, VPN, and Cisco Meraki. Administered identity, access, and Microsoft 365 environments.

LAN WAN Routing Switching Wireless VPN Cisco Meraki Microsoft 365 Active Directory Entra ID Azure AD Remote Access Security Controls ITSM Troubleshooting Backup And Recovery

Help Desk Manager

Gage Telecom

Jan 2016 - Jul 2018 (2 years 6 months)

Directed service desk operations across client LAN/WAN, endpoint, VoIP, and Microsoft 365 environments. Configured and supported network infrastructure and implemented security measures.

Infrastructure Management Senior Analyst

Xerox

May 2007 - Jul 2014 (7 years 2 months)

Supported enterprise infrastructure operations through incident response, backup operations, patching, and change coordination. Administered Symantec NetBackup workflows and restore testing.

Incident Response Service Requests Backup Operations Patching Change Coordination NetBackup Filesystem Restores (Windows Linux)BMC Remedy Documentation Microsoft Novell Linux

Help Desk Manager

Countrywide Financial

Aug 2002 - Mar 2007 (4 years 7 months)

Managed service desk operations, queue performance, and SLA tracking for a large distributed user base. Partnered with stakeholders to improve procedures and mentor team members.