Experienced IT professional with a focus on customer service and satisfaction.
WORK EXPERIENCE
MSP (2021-Present)
Advanced Services Engineer L3 (June 2024-Present)
Managed Services Engineer L2 (Sep. 2023-June 2024)
NOC Engineer Sep. (2023-Present)
Managed Services Engineer L1 (Oct. 2021-Sep. 2023)
- Provided remote and on-site IT support for small to large-sized businesses across diverse industries, ensuring efficient resolution of technical issues (1000+ User Clients).
- Administered and managed user accounts, permissions, and group policies in Active Directory and Microsoft 365 environments.
- Monitored and resolved network alerts using professional-grade RMM tools, including ConnectWise and Datto, to maintain system performance and minimize downtime.
- Configured, deployed, and managed IT infrastructure, including switches, routers, VPNs, and VLANs (Cisco, Ubiquiti, WatchGuard).
- Delivered endpoint management and troubleshooting across Windows, macOS, and Linux devices using tools such as JAMF, Intune, and Entra (Azure AD).
- Assisted in server management, including virtualized environments (VMware, Hyper-V), backups (Arcserve, Synology, Datto BCDR, Dropsuite), and disaster recovery testing.
- Conducted on-site visits for hardware installations, IT closet setups, cabling, and infrastructure optimization.
- Provided VoIP system setup and troubleshooting to ensure uninterrupted communication for clients.
- Authored IT documentation and SOPs to standardize processes, improving team efficiency and knowledge sharing.
- Supported a 24/7 on-call rotation to address critical incidents and escalations.
- Provided mentorship and training for Level 1 and Level 2 Engineers, including one on one training sessions, overviews, and active shadowing.
- Contacted customer support for third party providers (ISPs, VOIP, App support, etc.) for clients.
Clothing (2016-2021)
Graphic Designer
- Created or digitized logos for heat press or embroidery.
- Cut, weeded, and pressed vinyl on clothing and accessories.
- Redesigned and maintained company website and social media.
- Provided general computer, printer, and network troubleshooting.
Certifications & Skills
Certifications:
- M365 Identity and Access Administrator Associate, M365 Exchange Online Support Engineer, M365 Fundamentals, M365 Azure Fundamentals, CompTIA IT Fundamentals+, CompTIA Net+ (In Progress)
System Administration:
- Unix/Linux, Windows, Active Directory, Group Policy, Microsoft 365 Administration, Windows Server 2016/2019/2022, VMware ESXi, Hyper-V, domain management, endpoint management, patch management, backup solutions, disaster recovery, IT documentation, PowerShell, Bash scripting, hardware lifecycle management.
- Networking:
- VLANs, switches, routers, DNS, DHCP, VPN configuration, network monitoring tools, infrastructure management, server administration, VoIP systems, Wireshark analysis, TCP/IP troubleshooting, BGP routing, subnetting, firewall configuration.
Security:
- Incident response, firewall management (Cisco, WatchGuard), MFA implementation, SSO integration, log analysis, SIEM solutions, endpoint detection & response, vulnerability assessment, security policy development.
Cloud:
- Microsoft Azure (VM deployment, Azure AD/Entra ID), Intune endpoint management, cloud migration strategies, IaaS/PaaS implementation, hybrid cloud environments, Azure Security.
Soft Skills:
- Technical documentation, cross-functional team collaboration, end-user training, problem-solving under pressure, time management, mentoring junior staff.
Physical Installation:
- Installation, termination, and testing of Coaxial, Cat5e, Cat 6, and twisted pair for data networks, troubleshooting and maintenance, Attic/crawlspace/wall cable runs and fishing, wall outlet installation.
EDUCATION
- Bachelor of Fine Arts, Game Art and Design
