Jayson Roesel
Bourbonnais
Summary
- 20+ years Technology management, support, accounting, customer service and overall business management. Dedicated and results-driven MSP Manager with over 12 years of experience in leading and managing IT projects for clients in various industries.
- Proven expertise in providing strategic guidance, overseeing service delivery, and ensuring customer satisfaction. Skilled in building and nurturing relationships between all departments, driving process improvements, and optimizing operational efficiency.
- Adept at managing multiple projects simultaneously, resolving issues promptly, and achieving project milestones on time and within budget. Effective communicator with strong leadership abilities, capable of motivating teams to deliver exceptional results. Seeking to leverage my experience and expanded skills from my variety of industries to drive success in a dynamic MSP environment.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director of Operations
LeadingIT (FKA Dura-Tech Enterprises)
01.2024 - 01.2026
- Management of 20+ direct reports.
- Budget management and forecasting of the department.
- Leading Department meetings for several teams focusing on increasing performance and accountability through use of EOS system.
- Redeveloped Service Delivery strategy to align with company values.
- Redeveloped training platform, technical and operational SOPs and general core process material.
- Focused effort with all technical teams to ensure successful delivery of their needs.
- Inherited client satisfaction rating of 86% and through my leadership we brought it back above 98% (and rising) in the first 5 weeks. Through my time as Director of Operations maintained above 96% at all time.
- Focus on achieving company goals through effective teamwork and delegation.
- Focus on improving working environment for all staff through communication.
- Identified inefficiencies and developed effective procedures to improvement processes.
- Collaboration with sales team, dispatching, procurement, outside vendors, etc to ensure delivery of client’s needs on time and on budget.
- Leadership Team Member to all technical and operational teams.
- Develop and maintain relationship with Security Operations Center.
- Develop and maintain security stack and application packages to provide our clients.
- Evaluation and vetting of new technologies for possible use within the organization.
- Vendor Liaison responsible for development, advancement and financial relationships.
- Agreement health and management.
- Management and maintenance of all agreements.
- Pax8 Licensing Administration and integration expert to ensure all licensing was properly synced and invoiced to clients.
- ConnectWise PSA Administrator, over my career I have managed most aspects of the system. Have deep knowledge of the setup tables and configuration as well as the day to day proper uses of the software.
- ConnectWise Automate Administrator, responsible for maintenance, development and compliance of the system.
- RoboForm Administration
- Microsoft 365 Internal Administration
- Client Management Escalation Point handling problematic customers to maintain excellent customer services.
- Procurement team duties including creation of quotes using ConnectWiseCPQ, purchasing experience through many vendors including TDSynnex, D&H, Ingram Micro, CDW and more.
- Billing Team member, responsible for weekly invoicing of Time and material customers.
- Billing Team Escalation, handling any account audits or analysis necessary, handled problematic account management.
- vCIO duties including Account Management, Project Management and design, maintaining client relationships, creation of budgets, quarterly business reviews, forecasting and strategic partnership.
Level 3 Technician
LeadingIT (FKA Dura-Tech Enterprises)
02.2022 - 01.2024
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Design, configuration and deployment of complex network infrastructures.
- Design, configuration and deployment of complex network IP camera and door control infrastructures including deployment Milestone VMS with License plate readers.
- Design, configuration and development of complex radio networks for back hauling system data from remote locations including Highway interchanges.
- Support for all levels of Server and Workstation Systems
Migrations of Windows, VMware, Hyper-V, SQL Server Deployments. - Migration of email services from various sources including Exchange/cloud to Microsoft 365.
- Migration from On Prem to Cloud infrastructures including Azure cloud servers and SharePoint/OneDrive data conversions.
- Designed and deployed Microsoft 365 SharePoint/Teams/OneDrive environments.
- Regularly provide technical product demos for new and existing clients to showcase Microsoft 365 cloud environment in initiative to remove legacy on prem system dependencies.
- Assisted in Regulatory compliance for FDIC insured/audited banking clients.
- Maintain and monitor Internal Infrastructure to ensure uptime.
- Final escalation for all technicians as senior technical engineer.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Service Manager
Dura-Tech Enterprises (NKA LeadingIT)
01.2018 - 02.2022
- Interviewing, hiring, coaching and mentoring staff of 2-6 engineers.
- Led weekly staff meetings to develop and align team strategies and goals to ensure maximum efficiency.
- Led quarterly business reviews with clients to address customer service, financial planning, and other needs to ensure we maintained our top level of service.
- New client development from onsite assessments, sales presentations, and onboarding.
- Established training program for all new engineers and was responsible for new talent and existing employee development.
- Worked with owner to grow the MSP business from 200 to 1000 managed systems.
- Responsible for quality control on all service delivery ticketing prior to invoicing.
- Internal system administrator including KaseyaVSA and ConnectWise PSA tools.
- Internal infrastructure administrator. Including Entra, Active Directory, ITGlue, Pax8, Quosal and many more.
- Scripting, policy and procedure administrator for all RMM functions.
- System Compliance Manager responsible for all managed systems.
Service Technician
Dura-Tech Enterprises (NKA LeadingIT)
10.2014 - 01.2018
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Researched and implemented new technologies and equipment.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Tested systems, noting issues and completing preventive maintenance.
Field Engineer
Andromeda Technology Systems
07.2014 - 10.2014
- Remote and On-Site Technician
- System Migration primarily desktop systems.
- Network infrastructure configuration and deployment.
- Basic and Complex computer, printer, scanner troubleshooting.
- Coordinated with Account managers and high level engineers to ensure efficient service delivery.
- Maintained a zero callback record while employed due to my attention to detail.
Network Administrator / General Manager
Cloverleaf Farms Distributors, Inc.
07.2005 - 07.2014
- General Manager for 3 companies of approximately 90 employees.
- Primary focus in technology support.
- All aspect of computer from server/workstation design/deployment/maintenance.
- All levels of basic and complex system troubleshooting.
- All network hardware/software infrastructure support.
- Internal Email administrator
- Nortel Phone System Administrator
- Mobile POS System Administrator
- Customer Service manager handling face to face and phone interactions with our customer base.
- Accounts Receivables / Accounts Payable ensuring reconciliation, audits and collections as necessary.
- Direct Manager of 8 staff in data entry department.
- Fleet maintenance manager coordinated fleet of 100 vehicles in our in house heavy duty repair shop. Handled ordering, logging and documentation of work performed.
- Budget analysis and planning for future fleet purchases.
- DOT Safety Coordinator ensuring compliance with FMCSA guidelines.
- Human resource manager handline all personnel issues including discipline, interviewing, hiring, payroll, healthcare benefits coordination, 401K processing, employee file maintenance, DOT file maintenance.
- Logistics coordinator responsible for continual management of our delivery routes.
Education
Bachelors of Science - Technology Management
University of St. Francis
Joliet, IL12.2004
Skills
- Meticulous attention to detail
- Effective Multi-Tasker
- Extremely Organized
- Skilled in communication
- Achievement-driven
- Workflow improvement strategies
- Employee Training and Development
- Employee performance assessment
- Strategic Planning
- Budget Forecast and Management
- Auditing
- Proficient in Microsoft Office
- Proficient in Microsoft 365
- Windows Server Management NT-2025
- Windows Desktop Support and Management Win98-Windows11
- Windows HyperV
- Windows Server Clustering
- VMWare
- Kaseya VSA Administration
- ArcServe/StorageCraft Disaster Recovery
- Kaseya Datto BCDR
- Kaseya Datto MDR
- Kaseya DarkWebID
- Huntress EDR
- ConnectWise PSA expertise in administration
- ConnectWise Automate implementation and administration
- ConnectWise ScreenConnect
- ConnectWise CPQ
- ITGlue Documentation and Administration expertise
- BrightGauge analytics expertise
- SaasAlerts
- Avanan
- ProofPoint
- DarkWebID
- Fortinet/Sonicwall/Meraki Firewalls
- HP/Meraki Switches
- HP/Meraki/Ruckus/Ubiquiti Wireless
- Cambium/Ubiquiti Wireless Links
- Milestone xProtect VMS
- Milestone xProtect LPR
- Axis Cameras
- Powershell/CMD Scripting
Certification
- Fortinet Certified Fundamentals in Cybersecurity December 2025
- Fortinet Certified Getting Started in Cybersecurity 3.0 December 2025
- Milestone Certified Design Engineer (MCDE) September 2025
- Milestone Certified Integration Technician (MCIT) September 2025
- Milestone Certified Integration Engineer (MCIE) September 2025
- GoSkills Conflict Resolution for Professionals 2025
- GoSkills Customer Service Training 2025
- GoSkills Deliver Effective Criticism 2025
- GoSkill Leadership Training 2025
- GoSkills Team Leadership 2025
- Kaseya Certified Admin VSA 9.5 Kaseya | October 2023
Timeline
Director of Operations
LeadingIT (FKA Dura-Tech Enterprises)
01.2024 - 01.2026
Level 3 Technician
LeadingIT (FKA Dura-Tech Enterprises)
02.2022 - 01.2024
Service Manager
Dura-Tech Enterprises (NKA LeadingIT)
01.2018 - 02.2022
Service Technician
Dura-Tech Enterprises (NKA LeadingIT)
10.2014 - 01.2018
Field Engineer
Andromeda Technology Systems
07.2014 - 10.2014
Network Administrator / General Manager
Cloverleaf Farms Distributors, Inc.
07.2005 - 07.2014
Bachelors of Science - Technology Management
University of St. Francis