Aaron Kinder

Strategic Technology Leader
aaron@aaronkinder.com | +1-313-505-4496 | Metro Detroit | https://linkedin.com/in/aaronkinder
15+
Years Experience
325+
Projects Delivered
250+
Companies Transformed
4500+
Systems Managed
12+
Team Members Led

Executive Summary

Results-driven technology leader with 15+ years transforming MSP operations through strategic automation, team development, and customer-focused solutions. Proven track record of reducing ticket resolution times from days to hours while scaling services without adding headcount.

Expert in building high-performing teams, implementing growth paths that reduce turnover, and creating innovative solutions that enhance both customer satisfaction and operational efficiency. Combines deep technical expertise with business acumen to drive revenue growth and deliver measurable results.

Key Experience

Chief Strategy Officer@ National Technology Management
May 2025 - Present
  • Spearheaded automation initiatives enabling 300%+ service capacity growth with no added headcount, shifting business from labor-intensive to technology-driven operations.
  • Built a visual chatbot platform, eliminating costly third-party solutions and improving client self-service.
  • Created a cross-functional “cookbook” SOP system used by sales through support, reducing operational friction and ensuring consistency.
  • Established partnerships supporting next-generation automation and AI capabilities
Technical Director@ National Technology Management
Oct 2021 - Feb 2025
  • Transformed support operations through strategic metrics implementation and team development created real-time dashboards with color-coded alerts for critical tickets while coaching staff to optimize workflows, achieving 85% reduction in resolution time (2+ days to 1.33 hours)
  • Built AI-powered voice service handling customer authentication, ticket creation, and emergency escalation 24/7
  • Integrated self-service portal enabling password resets, user management, and support tracking without additional staff
  • Developed A2P 10DLC compliance solution reducing approval time from 7-14 days to 24 hours
  • Designed merit-based career advancement framework with clear performance criteria and quarterly review cycles, eliminating promotion disputes while ensuring only top performers advanced through defined skill levels
Chief Technology Officer@ Allcomm
Jun 2015 - Dec 2021
  • Restored confidence with high-value clients by implementing rapid response protocols and direct leadership engagement, achieving 100% retention of accounts considering cancellation
  • Eliminated traditional on-call rotations by fostering a culture of trust and accountability, giving team members flexibility while maintaining 24/7 service excellence
  • Led hands-on installation projects including Amazon warehouse cabling and hospital fiber upgrades from OM1 to OM4
  • Migrated multi-state legacy Citrix VDI environments to current versions while maintaining business continuity

Education

Certificate of Computer Science

Lawrence Technological University
2010 - 2012

Certifications & Awards

Automation Practioner

Rewst
2024

Liongard Administrator

Liongard
2023

NMM-200

NERDIO
2023

NMM-100

NERDIO
2023

Azure Fundamentals

Microsoft
2020

Data Center Virtualization

VMware
2015

Core Competencies

Leadership & Strategy
Process Optimization
Strategic Planning
Change Management
Team Leadership
Technical Expertise
Cloud Architecture
Infrastructure Management
Cybersecurity
Business Acumen
Performance Management
Business Process Design
Stakeholder Management