ABOUT ME
Senior Workplace Systems Administrator and Team Leader with 7+ years of experience in high-tier MSP support and technical solution delivery. Specializes in infrastructure management, advanced troubleshooting, and driving operational efficiency. Adept at leading cross-functional teams and aligning IT strategies directly with business growth and client profitability.
EDUCATION
University
Accounting (2014 – 2017)
Marketing Management (present)
High School
Advanced Studies Diploma with Honors (2014)
National Honor Society. Captain, JV Lacrosse Team. Achieved the rank of Eagle Scout.
SKILL SUMMARY
- Windows 10/11, Windows Server, macOS, hardware/software installation, maintenance, and support
- Switches, firewalls, access points, structured cabling, and hybrid cloud/network environments
- Office build-outs, network upgrades, hardware deployments, AV equipment, and installation lead
- Primary technical point of contact for clients and business decision-makers
- Escalation management, daily support operations, and junior team training and guidance
- Knowledge-base development, technical documentation, and hardware purchasing
EXPERIENCE
Managed Service Provider | Project Manager/Senior IT Support | Nov. 2018 – Present
Managed Service Provider (Medical, Dental, Legal)
- Provide senior-level IT support across macOS, Windows 10/11, Windows Server, and SMB network environments.
- Perform systems administration and maintenance across hybrid cloud and network infrastructure, including hardware/software installation, upgrades, maintenance, and troubleshooting.
- Diagnose root causes of recurring technical issues and resolve escalated support problems.
- Lead help desk technicians and oversee daily IT support operations.
- Train and mentor entry-level and junior technicians on troubleshooting, support procedures, and client service.
- Develop standardized knowledge-based documentation for technician reference and training.
- Serve as the primary client point of contact for ongoing projects and high-level technical support.
- Communicate directly with client decision-makers, providing technical guidance and translating complex issues into clear, business-friendly language.
- Deliver quotes for hardware purchases and major IT projects.
- Provide high-touch, white-glove technical support to VIP users, business owners, and C-suite executives.
- Manage IT projects and network design for SMB office build-outs, renovations, and infrastructure upgrades.
- Lead installation teams for structured cabling and IT infrastructure, including access points, switches, firewalls, rack enclosures, and AV equipment.
- Enforce HIPAA-compliant technical safeguards supporting proper data handling, network security, patient-record confidentiality, and compliance readiness.
- Implement security protocols based on best practices to protect sensitive data.
Retail Management of Subsidiary PC Cafe Locations
- Technically managed a multi-location Internet cafe business operated by a subsidiary of the Managed Service Provider.
- Built and supported high-end gaming hardware within a custom PXE boot-based environment.
- Organized LAN tournaments, including configuration of game servers and supporting network environments.
