Professional Summary
Accomplished IT professional with over 25 years of experience in systems administration, technical support, and IT infrastructure management. Proven expertise in Tier I-III support, cloud hosting (Azure, AWS, 11:11 Systems), virtualization (VMware, Hyper-V), and network security (firewalls, endpoint protection, Zero Trust models). Skilled in Active Directory, Microsoft 365/Azure/Intune administration, PowerShell scripting, and VoIP technologies. Demonstrated ability to manage complex projects, and deliver exceptional customer service in fast-paced environments.
MSP (2022-Present)
Team Lead
- Serve as the primary escalation point for complex technical issues and onsite requests, overseeing support, installation, and maintenance of bare-metal stand-alone servers (hardware/software), ESXi/VMware host systems (hardware/software), and Hyper-V environments (hardware/software). Provide escalation for technical issues related to network infrastructure, including firewalls (SonicWall, Cisco Meraki, Sophos, WatchGuard, Ubiquiti, Fortinet), switches (Aruba, Meraki), and wireless networks (Meraki, Aruba, Ubiquiti, Extreme). Additionally, act as the escalation point for issues involving Entra ID/Azure, Auvik monitoring alerts, endpoint security, quarterly security assessments, PCI compliance scans, and backup & disaster recovery processes.
- Manage IT projects for Atlanta-based companies, including onboarding/offboarding processes
Level Two Support Engineer (2021 – 2022)
- Supported 500+ companies with cloud hosting (11:11 Systems, Azure, AWS) and on-premises infrastructure (VMware, Hyper-V, standalone servers).
- Managed network infrastructure, including firewalls (SonicWall, Meraki, Ubiquiti UniFi), switches, and ISP connectivity.
- Implemented endpoint security solutions, including GPO policies, Dark Web monitoring, web filtering, and Endgame endpoint protection.
- Supported Zero Trust security models through MFA, minimal user privilege, access segmentation, and device control.
- Administered DNS, SSL certificates, Microsoft Entra ID (Azure AD), and Active Directory using PowerShell.
- Managed email systems (Microsoft 365, Exchange, G-Suite) and backup solutions.
Vehicle Warranties (2020-2021)
Tier II Support Engineer
- Delivered Level II technical support for hardware, software, and network connectivity issues.
- Supported VMware Horizon 7 VDI, desktops, laptops, printers, AV equipment, and proprietary applications.
- Managed Microsoft 365 Admin Center, MS Office products, and IT ticketing systems.
- Provided remote and on-site support, ensuring high customer satisfaction.
Health System (2019-2020)
Application Analyst
- Administered AeroScout Mobileview, Responder 5, and Everbridge systems, including Wi-Fi and asset tracking.
- Maintained application and SQL database servers (Windows Server 2008/2012).
- Resolved technical issues via ServiceNow ticketing system.
Medical Practice (2018-2019)
Senior Service Desk Engineer
- Provided IT support for multiple clinics, managing Active Directory, Windows Server, Microsoft 365/Azure, SharePoint, WSUS, and Hyper-V.
- Supported Mitel VoIP, Great Plains, SQL, Datto Backup, Zix, and JAMF MDM systems.
- Resolved issues related to PCs, laptops, servers, printers, and mobile devices.
Bank (2010-2018)
Senior Support Engineer
- Supported IT infrastructure for bank branches, corporate offices, and acquired banks.
- Managed Active Directory, PC/laptop migrations (Windows 7/10), Server migrations (Windows 2008R2), and KVM virtualization.
- Administered McAfee ePolicy Orchestrator, Malwarebytes, and Ivanti Patch for endpoint security.
- Provided VIP support, ATM/teller machine maintenance, and after-hours on-call assistance.
Citibank (2001-2009)
PCS Site Manager
- Provided project support and Executive VIP IT support, ensuring compliance with federal and state regulations.
- Supported Server/PC/laptop hardware/software, handheld devices, and wireless networks.
- Managed asset inventory and security alerts/vulnerabilities
- Delivered 24×7 desktop, network, and server support for a 1000+ user call center.
- Configured and maintained Windows NT/2000/2003 servers and Windows 2000/XP/Vista workstations.
- Supported Avaya/Mosiax Predictive Dialer boxes and call center applications.
Education
- Associate of Applied Science, CIS-Networking Specialist
- Network Administrator Certificate
- PC Repair and Network Technician Certificate
Certifications & Training
- CompTIA Network+ Certification
- 20341B Core Solutions of Microsoft Exchange Server 2013 (ONLC Training Center)
- Cisco CNA Training (New Horizons Computer Learning Center)
Technical Skills
- Operating Systems: Windows Server (2003-2016), Windows (2000-Windows 10), Linux (Bash Shell)
- Virtualization: VMware, Hyper-V, KVM Virtualization
- Networking: Cisco, 3Com, Ascend routers; Aruba Wireless; Active Directory; DNS; DHCP
- Cloud Platforms: Microsoft 365, Azure, AWS, 11:11 Systems
- Security: Endpoint protection, MFA, Zero Trust, firewalls (SonicWall, Meraki)
Tools:
- PowerShell, SQL, SolarWinds, DattoRMM, Auvik, ConnectWise Stratozen
Areas of Expertise
- Telephony: Siemens PBX, Avaya, Mitel
- Network Applications: Exchange, CommVault, BackupExec, Acronis, Ivanti Patch
- Hardware Support: PCs, laptops, servers, printers, ATMs, AV equipment
