PROFESSIONAL SUMMARY
Seasoned IT Support Engineer with over 20 years of hands-on experience in technical support, systems administration, cloud services, and end-user engagement. Proven ability to resolve complex issues quickly and efficiently in high-demand environments. Skilled in Microsoft Exchange, Azure, Active Directory, virtualization, and hybrid infrastructures. Adept at managing support teams, handling client escalations, and implementing secure, reliable systems. Recognized consistently for top-tier customer service, documentation, and ticket resolution volume. Committed to delivering clear communication and empathetic technical support that strengthens user trust and satisfaction.
CERTIFICATIONS
- Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140), 2025
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), 2024
- Microsoft Certified: Azure Fundamentals (AZ-900), 2022
- StorageCraft Certified Engineer (SCE), 2018
- SonicWall Network Security Basic Administration (NS-102), 2014
- Apple Certified Support Professional (ACSP), 2011
- Microsoft Certified Desktop Support Technician (MCDST), 2006
- Microsoft Certified Professional (MCP), 2006
- HDI Certified Support Center Specialist & Help Desk Analyst, 2006
- Continuum Portal Certified
PROFESSIONAL EXPERIENCE
MSP (2018-2025)
Support Tech III (October 2021 – July 2025)
- Delivered remote technical support in an Azure cloud environment using Partner Center and tools like CIPP
- Provided AVD and WVD support via ScreenConnect remote access
- Administered remote Hyper-V servers using Nedio and Azure tools
- Maintained Conditional Access policies and device compliance through Entra
- Authored and maintained detailed documentation for technical procedures
- Recognized with multiple monthly awards for top ticket volume and customer satisfaction
Ongoing Operations -Support Engineer II (June 2018 – September 2021)
- Delivered technical support in a VMware and Citrix XenApp environment
- Administered Active Directory, including user accounts, security permissions, and GOP
- Diagnosed and resolved VPN issues; managed DNS and DHCP configurations
- Provided hands-on support for racking and configuring servers, routers, and switches
- Monitored and remediated ShadowProtect backup chains to ensure system reliability
- Led technical projects and created detailed documentation for internal use
Another MSP (2006-2018)
Support Center Manager (2015-2018)
Support Center Supervisor (2014-2015)
Support Center Coordinator (2014)
Senior Support Center Engineer (2008-2014)
Support Center Engineer (2006-2008)
- Oversaw support center operations managing over 600 endpoints, including Citrix-hosted desktops
- Supervised 8 direct reports; implemented coaching, training, and performance evaluation practice
- Delivered remote and on-site support for hardware, software, and systems
- Installed and configured desktop hardware, software, and operating systems
Key Achievements:
- Cybersecurity Remediation: Resolved executive spam issue by analyzing logs, updating firewall settings, and enforcing secure password policies
- Client Retention: Defused high-conflict client relationships using the HEAT model, building rapport and restoring trust
- Exchange Outage Recovery: Remediated Exchange server downtime in 30 minutes by purging logs and remounting the Information Store, saving vendor costs
EDUCATION
- Broadcast Engineering & Media Technology
- Completed immersive hands-on training in studio operations, transmitter systems, and on-air production
