SKILLS
- Adaptability and Flexibility
- Effective Communication
- Permissions and Access Control
- System Upgrades
- Vendor Relationship Management
- Help Desk Software
- Problem-Solving
- Hardware troubleshooting
- Project Coordination
- Technical Troubleshooting
- Hardware and software installation
- Multitasking
- Self Motivation
- Active Listening
- Offboarding and onboarding
- Teamwork and Collaboration
- Windows OS
- Google Enterprise
- Microsoft Office 365
PROFESSIONAL SUMMARY
Dynamic IT professional with over two decades of experience, including a pivotal role at (2 MSPs). Excelled in project coordination, system upgrades, and providing expert technical solutions, earning the “Above and Beyond Award’’ for exceptional service. Demonstrates unparalleled adaptability and teamwork, enhancing operational efficiencies and user support across diverse technological environments.
EXPERIENCE
MSP (2014-2024)
Sr. Desktop Specialist
- Rotated between help desk, tech room, and on-site service as needed.
- Performed network upgrades and onboarding of new clients, including migrations to Office 365 from on-premise servers.
- Documented all changes made to the system configuration in accordance with internal change management processes.
- Installed application software packages according to established procedures.
- Collaborated with other IT staff members to develop strategies for improving system reliability, scalability and performance.
- Handled requests from users regarding access control rights and password
- resets in accordance with IT security protocols.
- Ensured adherence of operational procedures by junior administrators.
- Assisted with new VOIP installations and migrations, plus ongoing remote support for end users.
- Performed system upgrades, patching, monitoring and performance tuning activities on Windows systems.
- Managed inventory of server hardware components such as CPUs, RAM modules and hard drives.
- Assisted with the design of new network topologies based on customer requirements.
- Provided 24×7 on-call support when necessary.
- Monitored system logs for errors or anomalies that may indicate potential threats or service outages.
- Resolved hardware issues by replacing defective components or escalating
- unresolved problems to third party vendors.
- Delegated tasks and responsibilities to appropriate personnel.
- Conducted research on software and systems products to justify recommendations and to support,purchasing, efforts.
Premier Database Company (2010-2014)
Desktop Consultant
- Responsible for the deployment of 180 workstations and laptops.
- Duties included imaging, installing and configuring hardware and software, data migration, troubleshooting desktop and network problems, and maintaining an inventory list.
- Provided end-user support and solutions to technical issues.
Healthcare (2000-2010)
IT Field Services Team Leader
- Duties involved providing direct oversight of hospital desktop computing technologies and serving as liaison between facility staff and the Information Services Department.
- Prioritized tasks for up to eight Field Services staff; checked workload and provided follow-up, ensuring issues were resolved effectively.
- Served as mentor to assigned on-site staff.
- Anticipated user needs and provided expert/creative technical solutions to complex business issues.
- Handled technical tasks, including installing, upgrading, and troubleshooting both RHC standard and non-standard hardware, software, android and iPhone devices.
- Member of various committees, including the Hardware/Software Standards Committee and the Physician Satisfaction Committee.
- Completed cost analysis of products and provided recommendations.
- Assisted management team with resolving resource and technical issues and assisted applications groups with the installation of proprietary software.
- Served as technical project manager for facility construction renovations as well as departmental relocations.
- Provided quotations for IT equipment and initiated ordering, tracking, and receiving of purchases.
- Participated in the interview and selection process of new employees.
- Coordinated all IS-related vendor interactions at assigned locations.
- Provided input for employee evaluations and assisted with the annual I.S.
- Participated in the budgeting process.
- Received the 2010 “Above and Beyond Award For Excellent Performance and Customer Service.”
EDUCATION
- Master of Business Administration
- Bachelor of Science in Computer Science and Mathematics
