MSP Escalation Lead & Ops Optimizer

PROFESSIONAL SUMMARY

Results-driven IT professional with 15+ years of experience managing network operations, cloud infrastructure, and endpoint security across enterprise and creative environments. Skilled in Microsoft 365, Azure/Entra ID, Intune, Meraki networks, and Synology NAS administration. Experienced in device management (Addigy, Automox), virtualization, documentation, and client service delivery. Recognized for technical precision, process improvement, and cross-team collaboration in fast-paced, mission-critical settings.

PROFESSIONAL EXPERIENCE

MSP (2017-Present)
Cloud Systems Specialist / Team Lead

Provided Tier-3 support for 50+ client networks across the U.S.
Manage team handling cloud, identity, and endpoint security incidents.
Administer Microsoft 365, Entra ID, Intune, and Azure resources for client organizations.
Configure and maintain MFA, MDM, and EDR systems to ensure compliance and security.
Develop SOPs, escalation workflows, and client-facing documentation.
Collaborate with leadership to enhance performance and response times.

University (2015-2017)
Network Engineer

Provide network support for USC Football, LA Rams games, concerts, and national broadcasts.
Configure VLANs, manage Fortinet firewalls, and maintain Aruba wireless systems.
Support domain migrations and Active Directory administration for all Coliseum PCs.
Collaborate with Ticketmaster and vendors to ensure wireless reliability during events.
Document network changes and assist in modernization of Coliseum infrastructure.

EDUCATION

B.S. Information Technology –
Completed coursework in Networking, Systems Administration, Cybersecurity, and Cloud Technologies.

SKILLS

ACCOMPLISHMENTS

Recognized for leadership and service excellence managing distributed NOC teams.
Successfully supported high-availability network operations for major live events.
Contributed to modernization projects improving network stability and performance.