PROFESSIONAL SUMMARY
IT professional with 3+ years of systems and network administration experience and 15+ years in customer service. Skilled at supporting clients across cloud, security, and endpoint environments with a proven ability to troubleshoot complex issues, implement security controls, and deliver user-focused solutions. Currently pursuing a Bachelor’s in Information Technology while expanding expertise in networking and security.
EMPLOYMENT HISTORY
MSP (2023-Present)
ADVANCED SUPPORT/LV SPECIALIST
- Provided Tier 1-3 technical support for 70+ small to medium-sized businesses across industries, including government contracting (GCC), healthcare, finance, transportation, education, and non-profits.
- Consulted with clients to understand business needs and recommend solutions, such as hardware upgrades, security implementation, and business continuity and infrastructure improvements.
- Manage and maintain clients’ IT infrastructure, including servers, workstations, and network equipment, ensuring optimal performance and security for organizations.
- Configured and supported network infrastructure, including routers, firewalls, switches, and access points from various vendors such as Sophos, Ubiquiti, WatchGuard, Cisco, and Datto.
- Handled server migrations and guided on-premises to cloud transitions, including Azure virtualization, to improve reliability and scalability.
- Moved organizations off on-premises Active Directory to Microsoft Entra ID, set up Intune policies in replacement of traditional group policies.
- Deployed and managed backup solutions, including Intronis, Barracuda, and Veeam for critical client systems, regularly testing to ensure data integrity.
- Built new client sites end-to-end: structured cabling, rack and patch-panel installation, and full network hardware configuration, ensuring compliance with electrical and building codes.
- Set up new network infrastructure for new client offices, including installing access points, running and terminating new cabling, and re-wiring existing racks to maintain an organized environment to minimize delays when troubleshooting network outages.
- Coordinated with vendors regarding warranty coverage, equipment repairs, and troubleshooting.
HVAC (2022-2023)
SERVICE TECH ASSOCIATE
- Upgraded and maintained client computer systems and peripherals, improving performance and reducing downtime.
- Configured and supported printers, software applications, and user accounts across multiple business environments.
- Standardized printer deployment and configuration procedures, reducing maintenance requests by 15%.
- Delivered hands-on technical support, troubleshooting hardware and software issues while documenting recurring incidents for process improvement.
EDUCATION
- BACHELOR OF SCIENCE, INFORMATION TECHNOLOGY
SKILLS
- Infrastructure & Networking: Windows Server Administration, Active Directory, DNS/DHCP, LAN/WAN, VLANs, VPNs, Routing & Switching, Firewalls, Structured Cabling, Network Monitoring, Hardware Deployment
- Cloud & Virtualization: Microsoft 365 Administration, Azure AD / Entra ID, AWS Cloud, Azure Virtual Machines, Intune / MDM, Hyper-V, Virtualization, Cloud Migrations, SharePoint / OneDrive
- Security & Compliance: MFA Implementation, Endpoint Hardening, Email Security Gateways, Security Policies, Access Control, SIEM Awareness, Backup & Disaster Recovery, Data Protection, Patch Management, Zero Trust
- Tools & Platforms: ConnectWise, RMM/PSA Tools, Datto / Veeam / Acronis Backup Solutions, PowerShell, Remote Support Tools, Monitoring Dashboards, Ticketing Systems, Documentation Platforms
- Technical Support & Operations: Tier 1-3 Troubleshooting, User Provisioning, Process Automation, Incident Response, Root Cause Analysis, Vendor Coordination, Client Communication, SOP Development
- Soft Skills: Team Collaboration, Technical Documentation, Process Improvement, Project Coordination, Client Relations, Training & Mentorship
CERTIFICATIONS AND LICENSES
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
- Linux Essentials Certified
- ITIL Certified
- MEWP Certified
- Google IT Support Professional Certificate
