Service Delivery Services Director

Collin Maciel

Cloud Services Director Technologist AI and Automation Strategist

*** **** ******, *******, ** 02715

Email: **********@*****.***

Phone: 401-***-****

LinkedIn: https://www.linkedin.com/in/collinmaciel PROFESSIONAL SUMMARY

Results-driven IT cloud services director with 12+ years of progressive leadership experience in cloud infrastructure, Software as a Service (SaaS), Microsoft 365 management, and enterprise technology. Proven track record of leading high-performing teams of professionals while delivering innovative solutions across small and medium business (SMB), mid-market, and enterprise client portfolios. Expert in service delivery optimization and strategic technology planning with deep expertise in Microsoft cloud technologies and security frameworks.

Recent focus on integrating transformative artificial intelligence (AI) solutions to enhance operational efficiency, automate routine processes, and deliver intelligent automation that reduces manual effort across service delivery operations. Key Achievements:

• Scaled managed services operations from 2 to 40+ client accounts achieving $4M+ annual recurring revenue

• Improved service delivery efficiency by 30% through ITSM platform implementation

• Maintained 98%+ client retention rate throughout career.

• Achieved EBITDA percentage of 25% through product development and strategic services. CORE COMPETENCIES

Leadership and Strategy

• Profit and Loss (P&L) Ownership and Revenue Growth

• Service Portfolio Development

• Digital Transformation Strategy

• Operational Excellence and Process Innovation

• Customer Relationship Management

• Change Management and Technology Adoption

• Team Leadership and Professional Development

• Project Management and Program Management

• Agile Methodology, Scrum, Waterfall Methodologies Technology Expertise

• Microsoft 365 (SharePoint, Teams, OneDrive, Exchange)

• Amazon Web Services (AWS) and Cloud Infrastructure

• Artificial Intelligence and Machine Learning

• Microsoft Copilot, SharePoint Agents, Copilot Studio

• Power Platform (Power Apps, Power BI, Power Automate, Power Pages, Dataverse)

• Azure (Policies, Infrastructure, App Registrations, Runbooks, Azure Functions)

• IT Service Management (ITSM): ServiceNow, Jira, ConnectWise, Freshservice

• Database Management: SQL Server, MySQL, Oracle

• Programming Languages: C#, Python, Java, JavaScript, PowerShell

• Virtualization: VMware, Hyper-V

• Security Tools: Microsoft Defender, Intune

PROFESSIONAL EXPERIENCE

Managed Services Practice Director

TrnDigital Boston, MA October 2023 – Present

Leading a broad team of engineers and consultants to deliver comprehensive end-to-end managed services solutions across diverse industry verticals. Specialized focus on life sciences organizations. Driving strategic initiatives in AI adoption and service delivery optimization.

Key Accomplishments:

• Designed and implemented complete IT Service Management (ITSM) platform infrastructure on ConnectWise establishing Key Performance Indicators (KPIs) and live dashboards that improved service delivery efficiency by 30%

• Led United States-based and offshore support teams maintaining 98%+ client satisfaction and 99% Service Level Agreement

(SLA) adherence

• Architected Power BI dashboards integrating ITSM and third-party solutions enabling greater visibility on KPIs and engineer day-to-day ticket management

• Achieved significant reduction in client costs through cloud infrastructure improvements and licensing optimization

• Maintained exceptional client retention rate of 95% through proactive relationship management, consistent service delivery excellence, and strategic account growth initiatives

• Managed hardware and software asset management including refresh cycles, hiring plans, and procurement processes to enhance onboarding and offboarding procedures

• Improved profit margins 15% through agreement service structure adjustments and focused effort on accurate project timeline management

• Implemented workflow automation solutions driving significant operational efficiencies and establishing strategic partnerships

• Established trusted virtual Chief Information Officer (vCIO) partnerships with executives for strategic technology planning, budget forecasting, regulatory compliance, and AI adoption roadmaps

• Conducted comprehensive security and risk assessments to ensure integrity and safety of client data and operations Director, Client Solutions

Thrive Boston, MA November 2022 – October 2023 Led client-focused service delivery across ServiceNow, Microsoft 365, and business system integrations. Strengthened organizational connections between clients and Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) providers. Key Accomplishments:

• Drove product development initiatives to create custom co-managed ServiceNow platform for enterprise clients

• Led pre-sales initiatives and delivered sales team training for ServiceNow co-managed solutions

• Served as technical account manager for co-managed clients enhancing client relationships and maintaining strategic partnerships

• Delivered comprehensive ServiceNow ITSM platform administration, support case management, and Information Technology Infrastructure Library (ITIL) framework compliance

• Developed ServiceNow self-service portals with streamlined user interfaces and improved accessibility integrating Configuration Management Database (CMDB) assets, invoicing, and user management features

• Collaborated with ServiceNow release team following established Software Development Life Cycle (SDLC) practices and agile methodology for streamlined release cycles

• Architected integrations between enterprise client ITSM platforms and Thrive ServiceNow enabling seamless case synchronization and reducing manual touchpoints

• Delivered System for Cross-domain Identity Management (SCIM) project enabling seamless integration between client Microsoft 365 tenants and ServiceNow

Director, Microsoft Collaboration

Thrive Boston, MA October 2020 – November 2022 Headed the Microsoft Collaboration group driving digital transformation strategies and Power Platform implementations across diverse client portfolios providing executive-level consultation and developing tailored IT roadmaps. Key Accomplishments:

• Developed and led Microsoft 365 digital transformation initiatives enabling collaborative workspace solutions for diverse client portfolios

• Led team of 25+ support engineers and consultants delivering services aligned with ITSM best practices

• Assembled full advisory team from ground up delivering executive consultation and comprehensive roadmap planning

• Delivered strategic consultation services helping clients understand core Microsoft 365 technology capabilities to align with business goals

• Designed adaptive discovery processes to align Microsoft 365 products with specific business needs and objectives

• Drove productivity and team collaboration improvements through strategic implementation of Microsoft Teams and SharePoint Online

• Architected Power Platform solutions (Power Apps, Power Automate, Power BI) to improve reporting, enhance business processes, and orchestrate business needs

• Managed comprehensive client enablement programs focused on Microsoft 365 adoption and platform optimization

• Developed strategic IT roadmaps for Microsoft 365 tailored to business initiatives, processes, and challenges

• Provided strategic guidance on Microsoft 365 and Power Platform working extensively with C-Suite executives Director, Managed Services

Thrive Boston, MA November 2016 – October 2020 Led team of 20+ engineers and consultants supporting Microsoft 365 environments for clients throughout the United States providing services to mid-market and enterprise clients. Managed Microsoft 365 Center of Excellence (CoE) operations across administration, support, governance, training, development, and strategic consulting functions. Key Accomplishments:

• Scaled Microsoft 365 managed services operations from 2 to 40+ client accounts while maintaining 95%+ retention and achieving $4M+ annual recurring revenue

• Led Microsoft 365 tenant consolidation projects supporting organizational mergers and acquisitions with seamless data migration and user transition management

• Achieved 85% conversion rate transforming migration projects into ongoing managed services contracts establishing sustainable recurring revenue streams

• Developed standardized support playbooks for SharePoint on-premises and SharePoint Online reducing onboarding time by 50% and enabling proactive opportunity identification

• Created comprehensive service catalog encompassing SharePoint Online, Teams, OneDrive, Power Platform, and complete Microsoft 365 service offerings

• Served on Microsoft Learning Pathways team delivering specialized support, development, and deployment services for Fortune 100 enterprise clients

• Implemented action-based reporting systems highlighting performance trends and critical KPIs to enhance service delivery operations

• Architected complex SharePoint on-premises infrastructure supporting large-scale server farm environments for enterprise clients

• Delivered strategic advisory services including process enhancement initiatives and workflow optimization to maximize client value realization

• Managed large-scale migration projects transitioning clients from on-premises SharePoint and Google Workspace environments to Microsoft 365

• Configured high availability infrastructure including services clustering, SQL implementations, and virtualized environments for enterprise reliability

Senior SharePoint Consultant

Timlin Enterprises Boston, MA July 2015 – November 2016 Delivered enterprise-level SharePoint and Microsoft platform solutions for diverse client portfolio including financial services, biotechnology, healthcare, and various other industry verticals. Specialized in architecting high-availability environments, intranet rollouts, content migrations, and workflow automations. Key Accomplishments:

• Architected and deployed large-scale SharePoint infrastructures with high-availability SQL clustering and comprehensive disaster recovery planning

• Established comprehensive support services for SharePoint on-premises and Microsoft 365 environments serving mid-market and enterprise clients across diverse industries

• Led large-scale migration projects moving content from file shares, Storage Area Networks (SANs), SharePoint 2010, and SharePoint 2013

• Engineered Nintex Workflow and Forms to streamline processes and improve user productivity through intuitive information aggregation

• Delivered enterprise intranets and extranets increasing searchability through search configuration and metadata population

• Provided ongoing managed services for both SharePoint on-premise farms and SharePoint Online environments through quality support and high user satisfaction

• Developed client-side user experience (UX) solutions using AngularJS, KnockoutJS, and jQuery to create responsive user- friendly interfaces

• Built custom SharePoint applications including C# web parts, event receivers, and server-side components to meet specific business requirements

• Automated SharePoint installation, configuration, and maintenance through PowerShell scripting

• Conducted comprehensive farm assessments to identify performance issues, best practice configuration, and business configuration requirements to provide actionable recommendations Platform Engineer

Atrion (NWN) Providence, RI July 2011 – June 2015 Delivered enterprise-level SharePoint and Microsoft platform solutions. Specialized in high-availability infrastructure, secure authentication, and business process automation. Designed and implemented Cisco voice workflow solutions integrating unified communications with business applications.

Key Accomplishments:

• Designed high availability SharePoint farms (2010/2013) with SQL AlwaysOn for multi-geographical enterprises

• Automated server and SharePoint provisioning via PowerShell reducing setup times from days to hours

• Deployed multiple large-scale intranet, extranet, and public-facing websites

• Developed Azure Single Sign-On (SSO) solutions and configured identity provider integrations for seamless authentication across enterprise environments

• Created live support dashboard for agents showing queue health and status metrics

• Developed Cisco voice workflows that reduced call handling time by 25% and improved customer satisfaction scores

• Delivered SharePoint web part development to improve user experience through page-driven experience and increase searchability

• Provided SharePoint large-scale server infrastructure support for enterprise clients managing patching, proactive maintenance, content management, virtualization, and high availability configurations EDUCATION

Film, Animation, Video (FAV)

Rhode Island School of Design January 2006 – October 2009 CERTIFICATIONS

• ITIL Foundation v4

• Certified Information Systems Security Professional (CISSP)

• Certified Cloud Security Professional (CCSP) – In Progress

• Project Management Professional (PMP) – In Progress Professional Training:

• Agile Methodology

• Scrum Master

• Enterprise Document Management

• Microsoft Copilot Partner Bootcamp

KEY PROJECTS AND EXPERTISE

Microsoft 365 and Cloud Solutions

• Microsoft 365 Governance Planning and Implementation

• Enterprise Tenant-to-Tenant Migrations

• Security Configuration and Best Practice Analysis

• Microsoft Teams Rollout with Policy Definitions and Voice Configuration

• Single Sign-On (SSO) Provider Configuration

• Microsoft Intune Policy Definitions

• Azure Infrastructure Planning and Implementation

• Disaster Recovery Planning and Implementation

Artificial Intelligence and Automation

• Microsoft Copilot Planning, Rollout, and Training

• SharePoint Agents Discovery and Implementation

• Copilot Agents Development and Deployment

• Workflow Discovery and Definition

• Robotic Process Automation (RPA)

• Azure Machine Learning Implementation

Strategic Consulting and Leadership

• Virtual Chief Information Officer (vCIO) Services

• IT Roadmap Planning and Budget Development

• Business Process Analysis and Cost-Benefit Analysis

• Technology Proof-of-Concepts and Project Management Security and Compliance

• Microsoft Purview Data Sensitivity Labels

• Security Assessments and Risk Assessments

• Compliance Framework Implementation

• Policy Definition and Deployment

• Zero Trust Planning and Deployment

• Data Loss Prevention (DLP) Implementation

Power Platform and Application Development

• Power BI Dashboards and Advanced Reporting

• Power Apps Forms Development and Power Pages

• Power Automate Workflow Automation

• Application Development: C#, Python, .NET, Web Services, Java, JavaScript

• Continuous Integration/Continuous Deployment (CI/CD)

• Application Programming Interface (API) Integrations

• Software as a Service (SaaS) Platform Integrations Content Management and Migration

• SharePoint Intranets and External Sharing Sites

• SharePoint Content Management and Governance

• SharePoint Multi-Platform Migrations (OneDrive, Google Workspace, file shares)

• End-User and Administrator Training Programs

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