PROFESSIONAL SUMMARY
Results-driven IT professional with 7+ years of progressive experience in systems engineering, support services leadership, and information security. Proven track record leading technical teams of up to 25 support analysts, managing complex IT infrastructure, and delivering enterprise-level solutions across cloud, network, telephony, and endpoint environments. Skilled in dispatch coordination, IT project management, and building structured training programs that elevate team competency. Equally effective translating technical concepts for non-technical stakeholders and mentoring junior staff to elevate team performance.
CORE COMPETENCIES
IT Systems Engineering * Network Administration & Security * Cloud Services (Azure / Office 365) * Active Directory & Exchange Online * VMware, Hyper-V, Azure VM, Citrix * Windows Server Administration * Endpoint Security (Windows Defender / Sentinel One) * Patch Management * Application Deployment * IT Project Management * Support Services Leadership * Dispatch & Resource Coordination * Telephony Administration (Mitel / MiCollab) * Training Program Development * Vendor Management * Technical Documentation * Compliance & Audit Support * SOP and Policy Management
Tools: ConnectWise * NinjaOne * ITGlue * Auvik * Datto * Axcient * Fortinet * WatchGuard * SonicWall * Mitel * Micollab * Perfect Law * ScreenConnect * Auto Elevate * Unifi * Bright Guage * MSP Bots
PROFESSIONAL EXPERIENCE
Managed Service Provider
Technical Services Analyst January 2022 – May 2023
Technical Services Technician May 2023 – April 2025
Support Services Team Lead April 2025 – Present
- Led a team of 25+ tiered support services analysts across multiple shifts, overseeing daily dispatch and ticket queue management, scheduling oversight, and performance coaching to maintain consistent service delivery standards.
- Delivered end-user training on newly implemented solutions and coached customers on preventative maintenance and network configuration best practices.
- Conducted technical interviews to evaluate candidates for both technical aptitude and cultural alignment with team values.
- Fostered a collaborative, high-performance environment by championing knowledge sharing and baseline competency across the entire team.
- Served as the escalation point for complex technical issues, ensuring timely resolution and high customer satisfaction.
- Designed and implemented structured onboarding and ongoing training programs, including certification-aligned learning paths, to standardize technical competency and accelerate ramp-up for new hires.
- Administered Mitel/MiCollab telephony systems, including queue configuration, extension provisioning, and troubleshooting to support consistent call routing and phone coverage.
Technology Services Firm | Systems Analyst | September 2018 – November 2021
- Analyzed system vulnerabilities and partnered with IT and business teams to remediate risks in support of internal and external audit requirements.
- Streamlined reporting workflows by consolidating requirements and distributing standardized specifications across multiple business lines and IT support teams.
- Maintained and provisioned user accounts and access credentials, reinforcing company-wide security posture and least-privilege principles.
- Evaluated emerging technologies and tools to identify opportunities for productivity gains, enhanced security, and quality improvement.
- Developed alternative workflow solutions to improve system efficiency and address process gaps.
Business Services Firm | Customer Service Manager | September 2018 – February 2019
- Resolved customer inquiries and complaints with a focus on consistent quality and adherence to performance benchmarks.
- Developed and implemented SOPs to standardize service delivery and reduce operational process gaps.
- Trained new hires on products, protocols, and best practices, accelerating onboarding and improving team readiness.
State Government Agency | Community Supervision Officer I | March 2018 – August 2018
- Managed a caseload of 60+ individuals under supervision, applying evidence-based practices while representing the agency in court proceedings and producing detailed compliance and case-progress reports within required timeframes.
State Government Agency | Driver Examiner | February 2017 – March 2018
- Administered licensing exams and processed agency documentation in compliance with state standards, while assisting in onboarding and training new examiners to ensure procedural consistency.
EDUCATION
Master of Science, Information Security Systems
Private University | 2021
Bachelor of Science, Criminal Justice – Supervision & Management
Private University | 2018
CERTIFICATIONS
CompTIA Cloud+ * CompTIA Cloud Admin Professional * CompTIA Secure Cloud Professional * CompTIA Network+ * CompTIA Security+ * CompTIA CySA+ * ISACA CISM * ISACA CCOA
