Naperville, IL  ·  Government · Healthcare · Manufacturing

Jacob
Vilches

Technology Services Manager

I lead technology teams without leaving the console. Six years building and mentoring IT staff, ten-plus hands-on in the stack itself. I build NIST-aligned security programs, CoPilot AI agents, and cloud and hybrid transformation that hold up to an audit and a budget review. 50% IT cost reduction, 80% drop in phishing risk, 99%+ uptime across ten sites.

10+ yrs in technology
6 yrs leading teams
B.S. Network Engineering & Security
10 sites at peak scope
Email me Résumé (PDF) 630.888.7517 See the stack

01 — Measured outcomes

What the work actually moved.

Every number below traces to a specific program I owned end to end — not a team average.

−80%
Phishing click-through rate
Simulation campaigns + KnowBe4 training
−90%
Security risk after org-wide MFA standardization
500+ endpoints · Champion Packaging
99%+
POS and site uptime maintained
10 locations · PCI-DSS Ingenico/CardConnect
−50%
IT spend, via MSP and vendor renegotiation
While scaling operational capacity
$1M+
Annual IT budget owned
CapEx/OpEx optimization · −30% opex
650+
Workstations migrated to Windows 11
Minimal downtime · lifecycle standardization
−50%
Organizational risk after multi-site IT refresh
Servers, switches, firewalls, Wi-Fi APs
2
Ground-up buildings delivered as IT project manager
Cabling, Wi-Fi, cameras, access control

02 — Technology stack

The patch panel.

Every platform I've administered, deployed, or governed, grouped by domain. Search for one, or filter to a domain. Hover any port to see where I used it.

No match. Try a broader term — or email me and ask.
Owned / deployed / administered directly Working experience in support of the above

03 — Work history

Four organizations, one throughline.

Government, healthcare, and manufacturing. Each role added a layer: sole operator, then team lead, then program owner.

Oct 2025 – Present
Wheaton, IL

Technology Services Manager

DuPage County Health Department

Team of 4700+ endpointsMultiple county sitesPublic health
  • Lead and mentor 4 IT support specialists across 700+ endpoints and multiple county sites, driving SLA compliance and cutting resolution times through structured coaching and workflow redesign.
  • Govern the Microsoft 365 environment — Azure, Entra ID, Intune, Exchange, Teams, SharePoint — with role-based access controls that tightened identity governance and reduced onboarding/offboarding compliance risk.
  • Own Zendesk ITSM, SCCM, EZO asset management, 8x8 VoIP, and Ysoft SafeQ cloud print.
  • Spearheading a Microsoft Copilot self-service initiative to cut tier-1 ticket volume and lift staff productivity department-wide.
  • Stood up Veeam Backup & Replication for Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), replacing reliance on native retention with organization-controlled disaster recovery.
May 2024 – May 2025
Woodridge, IL

IT Manager

Champion Packaging and Distribution

Team of 2500+ endpoints4 sitesManufacturing
  • Administered Microsoft 365 (Azure/Entra ID, Intune, Defender for Endpoint) across 500+ endpoints and led the org-wide MFA standardization rollout, reducing security risk by 90%.
  • Led 2 IT support administrators covering 4 sites, establishing support standards and escalation paths that improved service consistency and accountability.
  • Configured and tuned CrowdStrike Falcon Complete EDR/MDR, strengthening real-time detection and incident response.
  • Built the Entra ID / Intune hybrid setup with Azure AD Connect to co-manage identity and device policy between on-prem AD and cloud.
Dec 2023 – Feb 2024
Schaumburg, IL

IT Manager

Northfield Industries

400+ endpointsManufacturing
  • Oversaw Microsoft 365 — Azure, Purview, Intune, Entra ID, Defender for Endpoint.
  • Led deployment of Microsoft Defender for Endpoint to 400+ endpoints, improving threat visibility and response.
  • Built the IT roadmap and budget proposal to standardize network and technology operations.
Jun 2019 – Dec 2023
Des Plaines, IL

IT Manager

Des Plaines Park District

Sole IT leader500+ users10 locationsGovernment
  • Sole IT leader for 500+ users across 10 locations — Cisco/Aruba infrastructure, Ubiquiti Wi-Fi, and PCI-DSS-compliant Ingenico/CardConnect POS — holding 99%+ uptime at every site.
  • Partnered with Operations, Finance, and Recreation directors on a 5-year technology roadmap that tied infrastructure lifecycle investment to capital budget cycles.
  • Governed the Microsoft 365 ecosystem (Azure, Purview, Entra ID, Intune, SharePoint, Teams).
  • Configured and tuned the SentinelOne AI EDR platform for endpoint detection and response org-wide.
  • Built and mentored a help desk specialist role from scratch, creating tiered support workflows that offloaded tier-1 volume and improved response times across all 10 locations.
  • Negotiated and managed vendor contracts for network, telecom, and security platforms, consolidating agreements to cut annual operating cost without losing SLA accountability.
  • Delivered disaster recovery and business continuity planning — backup strategies and failover procedures that kept critical systems resilient across every site.

04 — Program ownership

Six programs I owned end to end.

Scoped, budgeted, built, and handed off with documentation.

Network & infrastructure modernization

  • Led enterprise-wide IT refresh standardization across multiple sites with MSP collaboration — servers, switches, firewalls, Wi-Fi APs — cutting organizational risk by 50%.
  • Migrated 650+ workstations to Windows 11 with minimal downtime and standardized hardware lifecycle deployment.

Construction & technology integration

  • IT project manager on two large-scale building construction projects, owning end-to-end infrastructure planning: Wi-Fi, cabling, cameras, access control, network buildout.
  • Deployed Ingenico POS terminals across 10 sites with full PCI-DSS compliance integration at 99%+ uptime.

Cloud & data protection

  • Designed and managed hybrid Azure / Entra ID / Exchange / Intune environments with Veeam and Cove backup and DR aligned to immutability and continuity requirements.
  • Run regular restore validations and failover exercises for ransomware resilience and rapid recovery.

Cybersecurity program leadership

  • Led NIST-aligned initiatives: standardized MFA, enforced baseline compliance, deployed email security (Mimecast/Defender), onboarded KnowBe4 awareness training.
  • Cut phishing click-through by 80% through simulated campaigns, governance policy development, and end-user training.

Vendor, MSP & budget management

  • Managed a $1M+ annual IT budget with CapEx/OpEx optimization, reducing operational spend by up to 30%.
  • Negotiated and managed MSP relationships and vendor contracts, cutting IT spending by 50% while scaling capacity.

AI modernization

  • Currently leading Microsoft Copilot self-service agent implementation to retrieve knowledge articles, modernize internal support, and improve team efficiency.
  • Securing the Copilot rollout by testing and enforcing data-governance guardrails through Purview.