Professional Summary
CompTIA-certified IT professional with experience in help desk support, network troubleshooting, and systems administration. Skilled in diagnosing hardware, software, and connectivity issues across Windows 10/11 environments. Adept at providing responsive technical support in MSP settings, documenting network changes, and applying security best practices. Seeking to contribute to IT support, system administration, or cybersecurity teams.
Certifications & Education
- CompTIA Network+ – Network configuration, troubleshooting, and performance optimization
- CompTIA Security+ – Security principles, access controls, and incident response
- CompTIA A+ – Hardware/software troubleshooting and end-user support
- Microsoft Certified Azure Administrator Associate (1/15/26)
- B.B.A. in Computer Information Systems – University
Core Skills
Critical Thinking * Technical Support * System Support * Superior Customer Care * Customer Training * Achieving Corporate Goals * Prioritizing Assignments * Listening & Communicating * Ambitious & Self Motivated * Project Coordination * Proactive Problem Solving * Ability to Meet Deadlines * Encouraging Teamwork * Eager to Expand Skills * Adapting to Change * Focused on Results * Professional & Reliable * Excellent Work Ethic
Technical Skills
Windows 10/11 * Windows Server * Active Directory * Microsoft Azure * Group Policy * Office 365 * TCP/IP * DNS * DHCP * VLANs * VPNs * Routing Protocols * Firewalls * Threat Detection * Autotask * Remote Desktop * Knowledge Base Systems * End-User Support * Documentation
Professional Experience
MSP (Aug 2023–Present)
IT Support Specialist
- Provide tier 1-2 remote and on-site support for Windows 10/11 workstations, servers, and networked peripherals across multiple client environments.
- Administer and troubleshoot Active Directory, Microsoft 365, and Azure AD accounts, permissions, and group policies.
- Manage Autotask ticket queues, ensuring timely escalation and SLA adherence for user requests, system alerts, and outage remediation.
- Deploy and maintain RMM and monitoring tools, refining alert thresholds and automations to reduce false positives and improve response times.
- Document network configurations, hardware deployments, and troubleshooting steps in the internal knowledge base, standardizing technical processes across the team.
- Collaborate with system administrators to assist in server patching, network configuration, and client onboarding projects, contributing to infrastructure stability and efficiency.
- Prepare and stage hardware and software images for new hires and field installations, ensuring smooth deployment and user readiness.
Mortgage Company (Nov 2021–Aug 2023)
Loan Officer’s Assistant
- Supported loan officers by maintaining organized documentation and clear communication across departments.
- Acted as a liaison between clients, underwriters, and processors to ensure smooth loan progress and exceptional service.
- Cultivated positive relationships with clients through proactive outreach and responsive follow-up.
- Adapted quickly to shifting priorities in a fast-paced, deadline-driven environment while maintaining accuracy and professionalism.
Consumer Electronics Repair (Jan 2017–Nov 2021)
Senior PC Technician
- Delivered exceptional front-line customer service by diagnosing issues, setting realistic repair expectations, and maintaining trust throughout the repair process.
- Provided hands-on support for Windows 10/11 systems, performing troubleshooting, hardware replacement, and software configuration.
- Balanced technical precision with empathy when delivering difficult updates, ensuring customers felt heard and supported.
- Mentored new technicians on diagnostic procedures and customer interaction standards, fostering a positive, service-oriented environment.
