PROFILE SUMMARY
Proactive and detail-oriented IT Support Supervisor with over 15 years of experience in managing complex IT environments delivering top-tier technical support and leading teams to achieve operational excellence. Adept at designing and implementing IT solutions that enhance efficiency minimize downtime and safeguard organizational assets. Expertise spans hardware and software support network administration and security cloud solutions and data protection. Proven leader in optimizing service desk performance fostering client relationships and aligning technology strategies with business goals. Recognized for exceptional problem-solving skills strong customer focus and the ability to mentor and motivate teams for success in fast-paced environments.
KEY HIGHLIGHTS
- Leadership & Team Management: Directed and mentored IT support teams achieving a 75% reduction in ticket resolution times and establishing industry-leading customer service standards.
- IT Infrastructure Management: Oversaw the maintenance of over 8000 devices across multi-site environments ensuring optimal performance and reliability.
- Technical Expertise: Proficient in Windows Server (2003-2022) Azure VMware Active Directory Windows OS macOS and a wide range of networking protocols and tools.
- Data Protection & Security: Implemented robust backup and recovery solutions preventing data loss and averting over $1 million in potential cyber thefts.
- Cloud Integration & Virtualization: Led seamless migrations to cloud platforms including configuring and managing virtual servers and ensuring HIPAA compliance for sensitive data.
- Training & Development: Delivered technical training and application support for end-users boosting productivity and ensuring smooth adoption of new technologies.
- Project Implementation: Successfully executed large-scale IT projects including system upgrades cloud migrations and electronic healthcare record rollouts meeting all deadlines and compliance requirements.
WORK EXPERIENCE
MSP (2017-2024)
Supervisor IT Support Technician
- Directed IT operations for over 8000 devices across 40+ businesses statewide ensuring robust functionality and client satisfaction.
- Spearheaded VoIP phone system installations and managed server laptop desktop and Mac hardware deployments.
- Optimized software ecosystems with Active Directory database management Azure and various operating systems (Windows 7 10 11 Server editions and MAC OSX).
- Delivered rapid technical support using RDP Huntress Aletra ConnectWise and NinjaOne reducing average ticket response time from 60 minutes to 5 minutes.
- Enhanced client data protection via Veeam Datto and Carbonite achieving 100% recovery success rate during incidents.
- Led a team of six IT technicians fostering a culture of excellence in customer service and reducing ticket resolution times by 75%.
- Proactively thwarted email scams safeguarding client assets and preventing over $1 million in potential losses.
- Partnered with clients to assess and future-proof their technological needs building long-term relationships
IT Company (2016-2017)
Implementation Engineer
- Managed cloud migrations for over 400 optometric offices transitioning legacy systems to ThinkSmart’s secure cloud environment.
- Configured and maintained SQL databases to ensure seamless integration with Eyefinity software.
- Implemented secure remote access including VPNs for HIPAA compliance supporting client privacy and data protection.
- Installed and optimized VM servers to enable scalable client operations leveraging Windows Server 2008 R2 and SQL Management Studio.
- Provided tailored configurations for optical equipment and remote scanning/printing streamlining clinic workflows.
Department of Corrections (2010-2016)
Associate Information Systems Analyst
- Oversaw IT support for over 8000 staff maintaining critical healthcare systems and infrastructure including desktops laptops and mobile devices.
- Led pivotal projects including electronic health record implementation Windows 7 migrations and radiology/dental imaging system rollouts.
- Administered local Active Directory managing user roles permissions and provisioning for secure operations.
- Delivered application training for Microsoft Office Adobe and specialized healthcare software improving staff efficiency.
- Designed and implemented VSAT satellite backup systems ensuring redundancy and operational continuity.
School District (2007-2009)
Information and Technology Support Technician
- Administered and maintained over 6000 Windows and Apple devices across 32 locations ensuring consistent operational efficiency and minimal downtime.
- Pioneered the installation and configuration of hardware and software systems standardizing technology platforms to meet staff needs.
- Delivered robust support for diverse operating systems including Windows (95 through 7) and macOS (Tiger Leopard) ensuring compatibility and optimized performance.
- Managed an Apple Xserve environment integrated with Windows Server 2003 providing a seamless cross-platform experience.
- Diagnosed and resolved complex hardware and software issues leveraging tools like Alterius and Apple Remote Desktop for remote management.
School District (2005-2007)
Computer Lab Instructor and Site Technology Coordinator
- Educated students and staff through daily interactive sessions focusing on essential computer skills and applications including Microsoft Office and Windows XP.
- Installed and maintained hardware and software implementing solutions that enhanced classroom and administrative technology usage.
- Designed and managed databases to support staff operations ensuring secure and efficient information access.
- Oversaw the setup configuration and maintenance of computer systems fostering a seamless
EDUCATION
- Bachelor of Science in Computer Science
- Associate of Arts in Liberal Studies
SKILLS
- Technical Expertise: Active Directory, VMware, PowerShell
- Operating Systems: Windows (7-11, Server 2003-2022), macOS, iOS, Microsoft Exchange
- Networking: LAN/WAN support, DHCP, DNS, VPN, TCP/IP
CORE COMPETENCIES
- IT Support & Troubleshooting
- Team Leadership & Staff Development
- IT Infrastructure Management
- Network Administration (LAN, WAN, VPN)
- Active Directory & User Management
- Cloud Computing & Virtualization (Azure, VMware)
- Backup & Disaster Recovery Solutions
- Cybersecurity & Threat Mitigation
- Hardware & Software Deployment
- Application Support & Training
- Project Management & Implementation
- Customer Service Excellence
- Database Management (SQL)
- Remote Management Tools (RDP, ConnectWise, NinjaOne)
- Technical Documentation & Reporting
VOLUNTEER EXPERIENCE
- Scout Master for the Boy Scouts of America organization
- Community Volunteer for trash pickup and working in Food kitchens for the homeless.
