Professional Summary
- Senior System Engineer Level III with 18 years of extensive expertise in leading
- technical support and driving customer service excellence. Proficient in strategic planning, client relationship management, advanced troubleshooting and team collaboration. Passionate about utilizing advanced problem-solving skills to innovate and deliver effective solutions, aspiring to further elevate technical excellence and growth within the industry.
Employment History
MSP (2022-Present)
System Engineer/ Project Manager
- Lead technical support team for the entire company with a focus on enhancing solution strategies, team collaboration, and driving customer service. In charge of managing all performance based KPIs for techs and ensuring growth within the company.
- Top level technician for escalation and solution engineering utilizing advanced problem-solving skills to deliver effective and quick solutions for partners.
- Managing and executing on internal and client facing projects including, but not limited to, server migrations (on-prem/cloud), email migrations, ERP/CRM implemention, and network infrastructure.
- Work directly with customer service managers to present vCIO related services to partners (solution engineering, budgeting, QBRs).
- Drive technical excellence initiatives, providing consistent training and mentoring to all technicians within the company.
- Worked with other members of leadership to devise strategies to drive growth within the company and with our partners.
- Assisted with developing and implementing software stack and current offerings for our partners.
MSP same above (2015-2022)
Senior Account Manager/Project Manager/Level II Technician
- Led technical support, achieving high client satisfaction through swift issue resolution.
- Developed strategic account plans, fostering strong client relationships and trust.
- Directed vCIO services, enhancing tech partnerships and aligning with budget goals.
- Oversaw device upgrades and platform migrations, ensuring partners stayed current with technology advancements.
- Collaborated on projects, delivering customized solutions on time and within budget.
- Implemented and lead emergency response team.
- Used to fast paced working environment and working with over 100+ different partners with varying degrees of infrastructure/software support required. Provide onsite and remote support.
- Provide highly detailed and accurate documentation.
- Mentored junior staff, promoting a culture of continuous learning.
- Worked directly with CEO to develop security infrastructure and offerings.
- Member of California Computer Options, Inc. leadership team since 2018.
Law Firm (2013-2015)
Director of IT
- Directed IT infrastructure, boosting system reliability and efficiency
- Developed on-prem Exchange, enhancing email support capabilities.
- Implemented and optimized VoiP systems, improving communication efficiency.
- Supported 10 employees, ensuring seamless IT operations.
Skills
- Active Directory/Domain Controller Management Audio/Photo/Video editing
- Automation (Immy.bot/Rewst/Datto) Azure/Entra/365 Management
- Backup Utilities (WSB, SPX, Veeam, BCDR) Business Continuity
- Cabling (management/drops) Certificate Management
- Cisco/Netgear Switch Configuration Change Management
- Client Relationship Management Cloud Management (AWS/ENTRA)
- Compliance Management (PCI/HIPAA) Computer Hardware Management
- Copier Management (print/scan/fax) CRM/ERP Management
- Data Recovery Data Security
- DFS/File Replication DHCP
- DNS Documentation Writing/Management
- Camera DVR/NVR Management EDR (SentinelOne, Datto EDR, Rocket Cyber)
- Email Quarantine Management Emergency Response
- Email Management (Exchange/Workspace) Firewalls (SonicWall, PFSense, Watchguard, Miraki)
- Incident Management KPI Analysis
- LDAP Linux
- LOS radios MacOS
- Mentorship/Training Microsoft Dynamics
- Microsoft Intune/Autopilot MFA Management
- Mobile Device Management NAS
- Networking Network Security
- Office Suite OneDrive/Sharepoint/Azure Files/S3
- Onsite/remote support Policy implementation
- Powershell/Scripting Project Management
- Putty/SSH Python
- QOS RAID configurations
- Ransomware Recovery RDC/RDP/RDGW
- Remote Management Monitoring SaaS
- Server Management SIEM/SOC/XDR
- Software license management Solution engineering
- SQL Database Management Strategic Planning
- Technical Consulting Technical Support
- Technical Writing Troubleshooting
- vCIO UniFi/Ubiquity switchgear/APs
- User Training Video Conferencing
- Virtualization (Hyper-V/VMWare) VLAN
- VOIP VPN
- Windows Server 2003-2022 Windows XP-11
Education
- AUG 2024 eClinicalWorks 101 Certified
- MAY 2024 Kaseya Certified Administrator in IT Glue
- APR 2024 Kaseya Certified Administrator in Autotask PSA
- APR 2024 Kaseya Certified Administrator in Datto RMM
- Hobbies I love gaming on and off the computer. Spending time with my wife and two dogs is the highlight of my day. I am driven by expanding my knowledge and always looking to learn something new!
