IT Monitoring & Client Infrastructure Oversight

Client: Résiliences (internal systems + external B2B clients)
Industry: MSP / Multi-sector IT (Health, Industry, Education, Retail)
Role: IT Infrastructure Consultant & Monitoring Lead

Context
Résiliences needed real-time visibility over infrastructure performance—both for internal systems and client environments spanning over 10 sectors. As infrastructure scaled, the lack of unified supervision created blind spots, delayed alerts, and inconsistent reporting across teams.

Objective
Lead the end-to-end implementation of a centralized monitoring system (PRTG), driving both internal visibility and client satisfaction. Align technical delivery with SLAs, reduce downtime, and provide leadership across technical teams and customer engagements.

My Actions

• Audited monitoring gaps and selected PRTG for its scalability and KPI visibility

• Built test environments to validate alert thresholds, impact, and integration paths

• Led client-facing workshops to define SLA expectations and dashboard metrics

• Managed international teams to deploy and transition client solutions

• Delivered full documentation, trained internal staff, and standardized escalation paths

Results

• Improved infrastructure visibility across 10+ clients

• Achieved 99.5% service uptime with proactive monitoring

• Accelerated onboarding through standardized reporting