Seeking a professional challenge as a Systems Support Specialist who resolves complex escalations, drives automation, and implements permanent solutions for a mission-driven, enterprise-focused organization.
PROFESSIONAL EXPERIENCE
MSP (2023-Present)
End User Support Technician Tier 3
- Serve as Tier 3 escalation point for complex workstation, identity, application, and cloud incidents across multiple client environments
- Perform advanced troubleshooting across Microsoft 365, Entra ID (Azure AD), Exchange
- Online, Intune, Windows Server, DNS, and endpoint security
- Develop and deploy PowerShell automation to streamline identity provisioning, device configuration, and license management workflows
- Reduced onboarding processing time by approximately 40% through scripted automation and workflow optimization
- Author technical documentation and SOPs to improve Tier 1-2 resolution rates
- Mentor Tier 1 and Tier 2 technicians, providing escalation guidance and best-practice recommendations
Another MSP (2020-2023)
Help Desk / Systems Support Technician
- Supported diverse client environments across end-user and server infrastructure
- Administered Active Directory, Exchange, IIS, Microsoft SQL Server, and Windows Server environments
- Configured and supported networking infrastructure including routers, switches, and wireless systems
- Assisted with security compliance initiatives and IT audit remediation
- Documented configurations, processes, and troubleshooting procedures
- Improved team workflows and operational efficiency through process refinement and technical input
SKILLS
- Microsoft/Cloud: Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Active Directory
- Systems: Windows Server, Windows 10/11, ESXi, Server Virtualization, SAN Configuration, Veeam, Backup Solutions, MacOS
- Automation: PowerShell
- Networking: Meraki, SD-WAN, Cisco IOS, Cisco Routers and Switches, Wireless
- Additional: Linux/Unix Administration, Microsoft Office
EDUCATION
- BS, Information Systems
- Certificate: Network Administration
- AAS, Information Technology: Network Engineer June 2017
- Certificate: Network Engineer
