PROFESSIONAL SUMMARY
Experienced MSP Systems Engineer with 5+ years managing full IT environments for small-to-mid-size businesses across Houston. Proven track record as a sole L2 escalation resource handling complex infrastructure, networking, and security challenges end-to-end. Hands-on experience with SonicWall firewall deployment, Microsoft 365 administration, Active Directory, and network design. Thrives in small, collaborative MSP teams and takes full ownership of client environments.
WORK EXPERIENCE
MSP (2022-Present)
Level 2 Technical Support Analyst
- Serve as L2 escalation analyst for enterprise MFT security products across a global customer base, resolving complex infrastructure and software issues.
- Triage and analyze system logs, configuration data, and environment variables to diagnose root causes in enterprise Windows and hybrid environments.
- Take full ownership of customer cases from initial report through resolution, managing expectations and cross-team collaboration.
- Investigate and respond to active security incidents including NGAV alerts, email filter issues, and data transfer anomalies.
- Collaborate with L3 engineering on escalated issues requiring deep-dive infrastructure analysis.
Another MSP (2019-2022)
Level 2 Systems Administrator
- Served as the sole MSP field and remote engineer for all Houston-area clients – handling all L1 through L2.5 escalations independently.
- Deployed, configured, and maintained SonicWall firewalls, managed VPN configurations, VLANs, and switching infrastructure for SMB clients.
- Administered Microsoft 365 environments including Exchange, SharePoint, Teams, and user/license management.
- Configured and managed Active Directory, Group Policy (GPO), DNS, and hybrid environments across client sites.
- Executed server builds, Windows Server administration, and disaster recovery planning for managed clients.
- Deployed and managed endpoint security tools, network monitoring, and backup solutions across multiple client environments.
- Documented client environments and maintained IT runbooks for consistent service delivery – direct analog to IT Glue usage.
- Managed all client relationships and served as primary technical point of contact, maintaining long-term retention through proactive support.
Realtor (2015-2017)
Broker
- Managed client relationships end-to-end with strong communication under pressure and strict compliance requirements.
- Leveraged technology platforms and backend web tools to manage pipeline and client data at scale.
TECHNICAL SKILLS
- Firewall SonicWall (deployment, configuration, VPN, policy management)
- Networking VLANs, VPNs, switching (HP/Ubiquiti), DNS, DHCP, TCP/IP
- Microsoft 365 Entra ID, Azure AD, Intune, Exchange, SharePoint, Teams, Partner Center
- Identity Active Directory, GPO, DNS, RDS, Hybrid Environments
- Endpoint Mgmt Windows, Apple MDM, Apple Business Manager, Intune
- Security Tools ThreatLocker (Zero Trust), Mail Protector, NGAV platforms
- Infrastructure Windows Server, virtualization, server builds, backup & DR
- PSA / RMM Kaseya (familiar); SyncoMSP (eager to learn)
- Documentation IT Glue-style environment documentation and runbooks
- OS Platforms Windows, macOS, Linux, Google Workspace
CERTIFICATIONS & EDUCATION
- CompTIA Security+ Certified
- CompTIA A+ Certified
- ITIL Foundations in IT Service Management
- Western Governors University – B.S. Cybersecurity & Information Assurance (In Progress)
- Continuing education via Hack The Box, Codecademy, and HackerRank
