SUMMARY
Dedicated IT professional with a proven track record of efficiently managing and leading IT projects, optimizing client infrastructures. Possesses strong troubleshooting skills, meticulous attention to detail, and a commitment to delivering high-quality results in fast-paced environments. Known for a passion for home lab projects, consistently seeking opportunities to expand knowledge and explore new technologies in hands-on environments. Clearance-capable.
EXPERIENCE
MSP (2023-Present)
IT Support Specialist
- Spearheaded and oversaw various IT projects, including system upgrades, network implementations, and infrastructure expansions. This includes
- Cisco, Sophos, Fortinet, and Ubiquiti systems
- Provided comprehensive infrastructure support to over 200 clients through
- Jira, including desktop, server, cloud-based, and on-premise/cloud LDAP integrated systems
- Designed, deployed, and maintained Microsoft Windows Servers for clients, managed via VMware ESXi
- Generated regular reports on IT performance, project status, and security assessments, contributing valuable insights for decision-making
Small IT Company (2021-2023)
IT Support System Lead Analyst
- Assessed risks to systems to meet quality, security and compliance requirements.
- Developed procedural manuals and trained users on system requirements.
- Identified gaps with current technology processes to recommend changes to support SLAs.
- Trained employees on how to work with optimized systems and fully capitalize on available resources.
- Monitored work progress and adherence to technical process controls and standards.
- Handled issues ranging from simple password resets/MFA issues to working with development teams to build features for SaaS applications.
- Consulted with management to ensure agreement on system principles.
- Troubleshoot and resolve problems encountered by individual users and experienced across linked networks.
- Collaborated with internal and external partners to support day-to-day operations.
- Partnered with management to inform planning, decision-making and team direction.
- Managed team resource allocation to optimize productivity and reduce downtime.
- Supported talent recruitment by reviewing candidate qualifications and offering hiring recommendations.
- Led team meetings and brainstorming sessions to evaluate goal progress and support project deadlines.
- Led and coached team to provide consistent, fast service.
- Coordinated with vendors to ensure timely delivery and scheduling of goods and services, proactively addressing any issues that arose.
- Initiated daily team calls to review and prioritize daily tasks and to address any questions or concerns, fostering a collaborative and productive work environment.
Cable/Wireless Company (2020-2021)
Technical Lead
- Led and guided technical teams to complete tasks with aggressive deadlines.
- Coordinated design, development and implementation to support technical deliveries.
- Evaluated functionality and performance of software and hardware recommending improvements and solutions.
- Integrated new approaches to improve technical standards, methodologies and technologies.
- Leveraged expertise in systems, infrastructure and tools to oversee application deployment activities.
- Used data and insights to inform conclusions and support decision-making.
- Addressed customer issues promptly to maintain satisfaction and preserve revenue streams.
- Understood customer needs to better recommend products and increase sales chances.
IT Company (2019-2020)
IT Technical Support Specialist(T1/T2)
- Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues.
- Scheduled and executed system-wide software installations and upgrades.
- Guided users through detailed hardware installations and technical fixes via phone call, email and live chat.
- Coordinated with users and management teams to establish system requirements for specific software solutions.
- Removed broken or outdated hardware, replacing with new parts to achieve desired level of performance.
- Set up equipment based on staff needs and IT capabilities.
- Resolved issues with Windows as well as O365
- Basic understanding of TCP/IP/DHCP/DNS Networks & experience working on Windows 10 systems
- Experienced with Remote Desktop applications(Teamviewer)
Hospitals (2012-2018)
Multiple Hospitals, NYC – Transporter
EDUCATION
Associates Information Technology
