Solution-Oriented with over 10 years IT experience solving problems from cable to cloud.
Strengths and Skills
- Technical writing and a focus on Communication skills.
- Determined problem solver with a drive for process improvement
- Experienced with handling difficult clients and vendors
- Proficient in Tech Education for nontechnical users
- Experienced in training other techs and users
- Management and Leadership experience
- Proficient in process creation/revision.
- Excels in a team environment.
- Client management experience.
Key Technologies:
- Entra/365/SharePoint admin managing over 500 users
- Azure admin
- Windows Server and Active Directory
- Windows 10/11 endpoint management
- MDM (Microsoft Intune, Apple Business Manager)
- Mail and Smarthosts (Google for Business, Proofpoint, Exchange, Defender for Cloud, AppRiver)
- Virtual Environment Deployment and Management (VMWare, Hyper-V, Azure)
- Cloud Backup and BCDR (DATTO, Veeam)
- Proficient in Networking Hardware including Firewalls, Switching, and Wireless configuration. (Ubiquiti, Cisco, Meraki, SonicWALL, Watchguard)
- Network Configuration (Subnetting, DNS, DHCP)
- RMM Admin(ConnectWise RMM, N-able, ConnectWise Automate)
- Duo SSO and MFA admin
- ITGlue administration
- ConnectWise Manage administration
- Endpoint Security Software (Threatlocker, SentinelOne, CiscoSecureClient, Bitdefender)
- Siem (Adlumin, Stratozen)
EDUCATION
- Degree: BSIT
- Major in IT with focus on System Administration
- Minor degree in Computer Game Design and Development
- Degree: General Studies-Associates with Arts Degree
Experience:
MSP (2021-Present)
Internal ITS Technician
- Played Critical role in implementing modern security standards for 400+ endpoints
- Deployed office network for Atlanta region for two offices (Ubiquiti)
- Remotely supported 10+ locations across the USA within the company.
- Essential in design and implementation of company cybersecurity policies and procedures
- Spearheaded development of employee onboarding process
- Workflow and process improvement for other departments including non-technical
- Integration of acquired companies into company standard baseline (Hardware, user accounts, cloud apps)
- Compliance documentation
- Process and Procedure creation and revision
- RMM Migrations and Tool consolidation across disparate companies
IT Company (2018-2021)
Systems Engineer
- Internal as well as client-facing administration and solution engineering.
- Maintained 90% CSAT while managing over 30 customer environments
- Critical in restructure in company operations to meet demands of COVID pandemic
- Project management and process change management as well as advanced documentation
- Rewrote and replaced employee onboarding process
- Streamlined and revised client onboarding process from post-sales to day 1 of support.
- Multiple team-driven migrations for cloud, mail, domain, etc.
- Documentation creation on policy, process, and company subject matter
- Training and Escalation point for other engineers
MSP (2014-2018)
Systems Administrator
- Supporting Windows Server Environments: 2000-2019 preview & Windows XP-10
- Physical and virtual environment support for over 100 clients
- Project engineering and assisting with client management.
- Supported Network equipment and configuration
- Office 365 administration and Microsoft Office support.
- Mail Migrations and other large projects
Transportation (2012-2014)
Administrative Assistant
- Technical support and assistance both in person and remotely in the field.
- Handling sensitive and confidential documentation
- Performed migration of Exchange 07 to Google Apps platform for over 200 users.
- Standardizing employee process for IT support workflow.
- Used Google Apps for Business to create Intranet and ticketing processes.
