Jane Pearre

MSP operations leader with four years of experience running service delivery, gross margin, KPIs, billing, and SOP development for a fast-growing organization. Skilled at building teams and processes that hold up as the business scales. Looking for a leadership role where that track record can make an immediate impact.

Director of Operations at Leading IT (2026-04 – 2026-06)

• Oversaw the helpdesk, service, and field teams, keeping CSAT scores and SLA commitments on track
• Rebuilt ticket flow and escalation paths so techs spent less time chasing down the right person for the right issue
• Tracked engineer utilization and staffing needs to keep the right people on the right projects
• Managed vendor and hardware supplier relationships
• Evaluated the cost and value of PSA/RMM tool options
• Mentored team leads and managers to help them run a tighter, more consistent service operation
• Wrote and launched the company's first time-tracking procedure, standardizing how techs logged time

Service Manager at Sundog IT (2023-08 – 2026-03)

• Ran day-to-day service operations, holding the team accountable to delivery standards, KPIs, and client SLAs
• Set quarterly and annual Rocks and ran Level 10 meetings as the team's EOS practitioner
• Maintained best-in-class service gross margin through regular utilization reviews and overhead reduction
• Cut client ticket volume by 40% by tracing a recurring issue to its root cause and resolving it company-wide
• Built real-time KPI dashboards in Power BI and BrightGauge so leadership worked from current numbers instead of month-old reports
• Trained staff, managed performance, and worked one-on-one with staff on employee development
• Owned client billing end to end, keeping it accurate to contract
• Worked daily across ConnectWise, IT Glue, MSPCFO, BrightGauge, Power BI, Copilot, and UKG
• Ran the culture club and helped produce company wide events for team bonding

Acting Director of Operations at Sundog IT (2023-08 – 2025-01)

• Helped write and roll out the company's first company-wide Time Entry Best Practices SOP, standardizing time entry across all engineers and enabling centralized billing
• Coordinated several corporate-mandated platform migrations across departments, keeping service disruption to a minimum
• Sat on the centralized compensation committee, helping design the org-wide bonus structure
• Took ownership of company-wide initiatives from planning through rollout, keeping projects on deadline
• Worked directly with executive leadership to translate strategic priorities into plans teams could execute

Dispatcher at Sundog IT (2022-08 – 2023-08)

• Ran the service desk day-to-day: triaging requests, routing tickets, scheduling engineers, and monitoring queue health in ConnectWise
• Reviewed time entries daily for correct coding before invoicing
• Balanced engineer workloads each day to keep response times down and utilization up

Reception Coordinator at Animal Medical Clinic (2020-06 – 2022-08)

• Maintained operational databases and produced recurring financial reports for clinic leadership
• Designed and implemented standardized client intake protocols, improving consistency and throughput
• Partnered with IT to resolve technical issues affecting clinic systems, minimizing disruption
• Developed and rolled out the new-hire training program
• Handled high-stress client interactions with professionalism and care during a demanding period for the practice

Catastrophe Logistics Specialist / Hotel Resolution Specialist at ALE Solutions (2018-10 – 2020-03)

• Coordinated high-volume, time-critical logistics operations in active disaster markets under strict deadlines
• Led cross-departmental root cause analysis and built preventive procedures to eliminate recurring operational errors
• Managed vendor relationships and resolved billing disputes, protecting revenue and preserving long-term partnerships

Event Coordinator at Blumen Gardens (2016-08 – 2018-06)

• Managed planning and execution of corporate events, fundraisers, and private functions, coordinating vendors, permits, budgets, and logistics from start to finish

– Kishwaukee College

Graduate – Shore Capital Leadership Academy

Graduate – DeKalb Chamber of Commerce Leadership Academy