WORK EXPERIENCE
MSP (20220—Present)
Level 1 Support Administrator
- Serve as first point of contact for technical support via phone and email; create and manage detailed tickets in internal systems.
- Troubleshoot software, hardware, and network issues across desktops, laptops, servers, printers, and mobile devices (iOS/Android).
- Configure and administer user accounts in Active Directory and Office 365; perform basic account troubleshooting and setup.
- Set up and maintain laptops/desktops including Windows OS installation, updates, and system configurations.
- Utilize tools such as ConnectWise Automate, SentinelOne, and Threatlocker for service monitoring and security
- Provide clear communication with clients; proactively manage schedules and notify of upcoming changes in their environment
- Maintain and update internal documentation and knowledgebase; create guides for installations and issue resolutions.
- Support users with work-related mobile apps and connectivity issues (Wi-Fi, LAN, VPN).
Print MSP (2016-2022)
Shop Supervisor
- Promoted from Shop Technician to Shop Supervisor within four years due to consistent performance and leadership.
- Coordinated with multiple departments to manage procurement, assembly, and timely delivery of printer systems and related equipment.
- Certified on a wide range of printer models, including Ricoh, Konica Minolta, and HP; provided expert-level configuration and troubleshooting.
- Trained and onboarded new employees, ensuring consistent technical standards and efficient shop operations.
- Performed on-site installations at client locations, including setup of network printers, scan-to-folder, and scan-to-email functionality.
- Ensured seamless integration of devices within client environments, verifying connectivity and user access across teams.
- Maintained thorough documentation for each setup and service, reducing installation times and improving client satisfaction.
CERTIFICATIONS
- CompTIA A+
