Joseph Grosso
@josephgrosso
Strategic IT leader specializing in service delivery, infrastructure, and healthcare IT compliance.
United StatesWhat I'm looking for
I am a strategic IT leader with a strong record of scaling infrastructure, improving operations, and delivering measurable cost savings across healthcare and enterprise environments.
In my current role as Director of Service Delivery I transformed support operations for 100+ clients, led multi-tier teams, and implemented forecasting models for cloud and virtualized environments to keep systems reliable and aligned with growth.
I drive automation and data-driven insights, building SLA-driven dashboards (Power BI, BrightGauge, SQL), reducing resolution times by 30% and realizing over $850K in annual engineering labor savings through automation.
I prioritize compliance, high availability, and continuous improvement—managing backup and disaster recovery (Veeam, Datto), enforcing NIST/HIPAA/CMMC-aligned governance, and mentoring managers and junior staff to strengthen service delivery.
Experience
Work history, roles, and key accomplishments
Director of Service Delivery
Tech-Keys
Jan 2023 - Present (2 years 10 months)
Transformed support operations and consulted 100+ clients, built forecasting models and SLA dashboards that reduced resolution times by 30% and drove $850K in annual engineering labor savings through automation.
Help Desk Manager
Tech-Keys
Jan 2019 - Jan 2023 (4 years)
Managed daily help desk operations for multiple healthcare clients ensuring SLA and HIPAA compliance, led cross-functional projects and created SOPs that reduced downtime and improved workflows.
Systems Engineer
Tech-Keys
Jan 2016 - Jan 2019 (3 years)
Provided advanced technical support and infrastructure management including server deployments, VMware, Active Directory and network security upgrades, and performed root cause analysis to deliver long-term solutions.
Support Engineer
Tech-Keys
Jan 2013 - Jan 2016 (3 years)
Delivered Tier 2 support for hardware, software, and networking issues across client environments and escalated complex incidents to ensure timely resolution.
HCDesktop Support Intern
Hess Corporation
Jan 2012 - Jan 2013 (1 year)
Provided desktop support and assisted with IT tasks across the organization to maintain end-user productivity and system availability.
Education
Degrees, certifications, and relevant coursework
NTNew Jersey Institute of Technology
Master of Science, Information Systems
Grade: 3.65
Master of Science in Information Systems with specializations in Business Decision Making and Security and Network Management; achieved a 3.65 GPA.
NUNew Jersey City University
Bachelor of Science, Business Administration
Grade: 3.45
Bachelor of Science in Business Administration with majors in Marketing and Management; achieved a 3.45 GPA.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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