Michael Horan

• Hands-on technical leader owning MSP service delivery for 800+ endpoints, balancing day-to-day stability with long-term improvement aligned to SLAs and client business goals. • Manage a team of six Tier 1’s and Tier 2’s, providing real-time coaching, technical direction, and escalation support to raise resolution quality and speed. • Serve as the Tier 3 escalation point for complex, high-impact issues across M365/Entra ID, AD DS/DNS/GPO, virtualization, backups/DR, and network/firewall/VPN as well as RCA Engineer for all issues. • Direct incident response end-to-end: rapid triage, containment, service restoration, stakeholder communications, and clean handoff into follow-up remediation. • Perform deep root-cause analysis (logs, event correlation, change history, vendor traces), producing clear postmortems with corrective actions, owners, and deadlines. • Drive Problem Management by trending repeat ticket drivers and implementing permanent fixes (configuration standards, automation, monitoring improvements, patching adjustments). • Build and maintain runbooks/SOPs and a practical knowledge base; standardize troubleshooting and escalation paths to reduce noise and prevent repeat outages. • Tune monitoring and alerting to cut false positives and catch real issues earlier; improve signal-to-noise and accelerate response times. • Own vendor escalations and technical case management, pushing issues to resolution while protecting client operations and documenting lessons learned.