Dynamic IT Professional/ 20+ Years of Expertise in IT Infrastructure, Network Security, and Client-Focused Solutions
Senior IT Support Engineer with over two decades of experience in providing expert-level systems administration, troubleshooting, and support. Adept at diagnosing complex technical issues, ensuring compliance with industry regulations, and delivering high-quality IT support to global teams. Demonstrates a strong commitment to customer service, leveraging deep technical expertise. Proven ability to manage multiple priorities, lead technology initiatives, and mentor support staff.
Experience
MSP (2018-Present)
IT Consultant
- Diagnose and resolve complex technical issues for clients, ensuring timely and accurate solutions.
- Manage and prioritize escalated support tickets, providing mid-to-senior level systems administration expertise.
- Serve as an escalation point for critical support issues, coordinating with internal departments to ensure efficient resolution.
- Analyze data from logs and other sources to identify and resolve problems with networks and applications.
- Research and recommend innovative approaches for system administration tasks, including automation strategies.
- Lead trainings for employees, facilitating onboarding and continued technology education.
- Oversee IT support for remote offices and high-level executives, developing tailored support plans and technology roadmaps.
- Support global operations, ensuring seamless IT service delivery across different regions.
- Mentor and train junior support staff, fostering a culture of continuous learning and improvement.
IT Company (2007 – 2018)
Non-Profit (2003-2007)
Medical Manufacturing Company (1997-2003)
IT Technical Support
- Installed and configured computer systems and applications, ensuring smooth integration within large company environments.
- Directed the implementation of secure Wi-Fi networks and Windows server environments, including Active Directory.
- Provided escalation support, investigating and troubleshooting issues in a timely manner.
- Maintained internal knowledge bases, documenting technical procedures and SOPs for consistent support practices.
- Trained and coached employees on new technology initiatives, improving overall system usage and efficiency.
- Ensured compliance with IT standards and privacy policies, safeguarding employee information and organizational data.
Areas of Expertise:
- IT/Communications
- Network Infrastructure
- Network Deployment/Administration
- Networking Protocols
- Network/Data Security
- Server Deployment/Maintenance
- Diagnostic Troubleshooting
- Virus/Malware Removal
- On-Site/Remote Support/Remediation
- Wireless/Wired Connectivity
- Technology Migrations
- Disaster Recovery Procedures
- Project Leadership
- Vendor Management
- Applications Support
Technology:
- Microsoft 365
- Microsoft Exchange
- LAN/WAN
- Unifi
- Barracuda
- Microsoft Server
- Microsoft Entra
- ConnectWise
- Backups
- ThreatLocker
- Microsoft Windows 11/10/7
- Microsoft Intune
- SonicWall
- Intronis
- Huntress
- Microsoft Office
- Microsoft Azure
- Meraki
- Cloudberry
- Cynet
- Microsoft SharePoint
- Hyper-V
- Cisco
- Symantec
- Veeam
- Microsoft Teams
- DHCP, DNS
- Ubiquity
- ConnectWise
- SQL Backup
