Qualifications
Experienced MSP Manager with a demonstrated history of working in the information technology and services industry. Over 5 ½ years of experience at iConvergence, providing top-tier support to over 1000 users in troubleshooting, issue resolution, and ticket management. Proven track record of maintaining high customer satisfaction through effective communication and timely resolution of technical issues. Skilled in managing backups, Office 365 administration, Active Directory maintenance, and desktop installations. Proficient in Cisco Meraki management, Cisco AnyConnect, Cisco Umbrella, and Azure AD Management. Strong project management abilities, serving as a technical lead for various projects, and consistently contributing to team growth and success.
Education
- Bachelor of Science in Information Technology
- CompTIA Network+, CompTIA Security+
Work Experience
MSP (2019-Present)
MSP Manager (2024-Present)
- Developed and implemented comprehensive IT policies to ensure organizational compliance with industry standards, including data privacy, security, and network usage guidelines
- Created and maintained cybersecurity policies, addressing access control, data encryption, incident response, and user authentication protocols to mitigate risks and safeguard critical data
- Drafted and updated internal IT governance policies, including data classification, retention, and disposal procedures, to ensure proper handling of sensitive company information
- Regularly reviewed and updated IT policies to stay aligned with evolving technologies, regulatory changes, and business objectives
- Trained IT teams and end-users on new and updated IT policies, ensuring organizational adherence and fostering a culture of compliance
- Conducted hands-on training sessions for new IT staff on hardware installation, troubleshooting, and maintenance to ensure seamless integration with company systems
- Developed technical training materials and documentation for new hires, including user guides, troubleshooting manuals, and system configuration procedures
- Mentored and supported new IT staff during their onboarding process, offering real-time assistance with system configurations, network setups, and troubleshooting tasks
- Ensured new IT employees were familiar with the company’s security standards, including safe data handling, access control, and compliance with industry regulations
MSP Support Engineer Jul. 2019 – 2024
- Managed support for over 1000 users, ensuring timely resolution of technical issues and maintaining high customer satisfaction.
- Spearheaded projects as a technical lead, overseeing implementation of IT initiatives and driving continuous improvement.
- Proficient in managing backups, Office 365 administration, Active Directory maintenance, and desktop installations.
- Skilled in Cisco Meraki management, Cisco AnyConnect, Cisco Umbrella, and Azure AD Management.
- Conduct routine VEEAM Backup checks and daily internet checks to ensure network integrity.
- Provide timely customer support by prioritizing requests and troubleshooting various computer systems.
- Coordinate IT support for webinars and train users on different programs and machines.
- Ensure confidentiality of client and employee information and enforce information system security protocols.
- Install and configure hardware and software and troubleshoot and resolve intranet issues.
- Maintain user equipment functionality and conduct routine tests to ensure network stability.
Accounting Firm (2017-2019)
Helpdesk Analyst / Jr Systems Administrator
- Managed IT Help Desk operations, overseeing maintenance of over 60 workstations and providing troubleshooting and customer support.
- Administered Office 365, ensuring smooth functionality and user accessibility.
- Conducted user computer configurations to meet specific needs and facilitated seamless onboarding for new employees.
- Transferred user data and ensured secure backups of critical information.
- Provided timely assistance by logging into servers to address user issues and troubleshooting printer setups.
- Configured users in the Ring Central Phone system and conducted antivirus and malware scans.
- Installed and configured computer hardware components such as RAM, SSD, and Graphics Cards.
- Implemented security measures to safeguard personal and confidential information.
- Coordinated and executed new program installations for users, ensuring smooth integration with existing systems.
- Managed internet connectivity to maintain productivity and image new computers for clients.
- Documented resolutions and communicated effectively, both verbally and in writing, to ensure clear understanding.
- Conducted network connectivity tests and ensured all computer setups were completed prior to installation appointments.
- Managed Active Directory for multiple companies, ensuring all programs were regularly updated and installed as needed.
United States Army (2011-2016)
25Q Multichannel Transmission Operator Systems Maintainer
- Resolved technical support inquiries and aided with hardware and software issues, including troubleshooting computer systems, and repairing hardware components.
- Installed and configured equipment, including cables, hardware, software, and operating systems, ensuring functionality and user accessibility.
- Prepared computerized presentations and supported meeting operations, including material preparation and note-taking.
- Managed office operations for up to seven employees, overseeing daily tasks and maintaining inventory of supplies and equipment.
- Established and maintained external communications calendar, managing scheduled assignments, and coordinating special projects.
- Provided comprehensive customer service, addressing inquiries and requests for information, and effectively managed a high volume of inbound and outbound calls.
- Conducted maintenance and repairs on machinery, equipment, and systems, following established procedures and completing daily inventories.
- Programmed and troubleshot devices following installation, ensuring proper functionality and resolving system issues promptly.
- Demonstrated flexibility by working night and weekend shifts during peak holiday seasons, ensuring continuous support and service delivery.
Skills
- Technical Support: Proficient in resolving technical issues for diverse computer systems, ensuring efficient troubleshooting and timely resolution.
- Project Management: Experienced in spearheading IT projects as a technical lead, overseeing implementation and driving continuous improvement initiatives.
- System Administration: Skilled in managing backups, Office 365 administration, Active Directory maintenance, and desktop installations to support organizational IT infrastructure.
- Network Management: Competent in Cisco Meraki management, Cisco AnyConnect, Cisco Umbrella, and Azure AD Management, ensuring network integrity and security.
- Customer Service: Demonstrated ability to provide timely customer support, prioritize requests, and troubleshoot various computer systems to ensure high satisfaction levels.
- Communication: Effective verbal and written communication skills, facilitating clear documentation, resolution communication, and user training.
- Security Protocols: Knowledgeable in enforcing information system security protocols, ensuring confidentiality of client and employee information.
- Hardware and Software Configuration: Proficient in installing and configuring computer hardware components and software applications to meet specific user needs.
- Office Operations Management: Experienced in managing office operations, including inventory management, scheduling, and coordinating special projects.
- Flexibility and Adaptability: Demonstrated flexibility by working night and weekend shifts, ensuring continuous support during peak operational periods.
