PROFESSIONAL SUMMARY
IT support professional with 20+ years of experience, including MSP client support since February 2020 at a Managed Service Provider. Resolves Tier 2/3 escalations involving Microsoft 365, Active Directory, servers, workstations and virtual infrastructure while delivering endpoint management, migration and integration projects. Hands-on with Intune, Entra ID, VMware, Hyper-V and firewall/VPN administration. Mentors Level 1 technicians and creates documentation that helps teams resolve recurring issues. Named Employee of the Year for 2025.
TECHNICAL SKILLS
Microsoft and endpoints: Microsoft 365, Entra ID, Intune, Apple Business Manager, Hexnode, Windows Server, Active Directory, DNS, DHCP, DFS, PowerShell
Infrastructure: VMware vSphere and Horizon, Hyper-V, Rubrik, Dell EqualLogic SAN, Zadara SAN, Quest Rapid Recovery, MyWorkDrive
Networking and security: WatchGuard firewall/VPN administration, FortiGate exposure, network troubleshooting, Ubiquiti point-to-point wireless bridges, limited SonicWall exposure, Proofpoint
MSP operations: ConnectWise, ITBoost, IT Glue, Liongard, technical documentation, escalation support, technician mentoring
PROFESSIONAL EXPERIENCE
Managed Service Provider | Infrastructure Support | February 2020-Present
- Provide Tier 2/3 escalation support for MSP help desk staff across client environments, resolving endpoint, identity, server, virtualization and application issues while mentoring Level 1 technicians.
- Administer Microsoft 365 and Entra ID across company and client tenants, including users, enterprise applications, access and SSO integrations; configured an AutoCAD enterprise application integration.
- Built a managed iPad process using Intune enrollment and configuration policies with Apple management controls, addressing Activation Lock and company-data concerns caused by unmanaged devices.
- Support Windows and Apple endpoints through Intune, Apple Business Manager and Hexnode; maintain device configurations and troubleshoot enrollment and management issues.
- Set up and administer Windows Server, Active Directory, DNS, DHCP and DFS file services; troubleshoot server, workstation, account and access issues across client environments.
- Support VMware and Hyper-V environments for the company, affiliates and MSP clients; maintain virtual infrastructure and MyWorkDrive file access services.
- Maintain Rubrik backup environments across the company, affiliates and clients; administer WatchGuard VPN/Firebox systems and support the transition toward FortiGate.
- Built the IT Glue documentation structure from the ground up and wrote technical articles and how-to guides; continue documenting systems in ITBoost.
- Balance ongoing support with project work, including email migrations for approximately three clients between Google and Microsoft 365 using BitTitan, device management and application integrations.
- Administer Liongard inspectors and integrations; develop PowerShell certificate-expiration monitoring and work to integrate results with ConnectWise alerting and ticket generation.
Recognition: President’s Service Award, Q4 2025; Employee of the Year, 2025.
Managed Service Provider | Network Support | October 2015-November 2019
Primary onsite IT support for a municipal government client engagement.
- Managed VMware production, disaster recovery and VDI infrastructure across nine physical hosts, including 51 production application-server VMs.
- Designed and deployed VMware Horizon hosted applications and virtual desktops for access across platforms; managed five Dell EqualLogic SANs and one Zadara SAN.
- Administered Windows Server, Active Directory and Exchange 2010; supported unified messaging integration and three Cisco Call Manager servers, including device setup and call routing.
- Maintained five Quest Rapid Recovery VMs providing onsite and offsite replication; supported physical and virtual server infrastructure.
- Configured and monitored Sentinel IPS, supported Proofpoint filtering, and maintained public DNS and SSL certificates; supported 74 IP cameras and associated servers.
- Created technical and end-user documentation and participated in a 24/7 emergency on-call rotation supporting MSP customers.
IT Services Provider | IT Support | September 2011-October 2015
Onsite client engagement at an Energy Company; progressed through global support, desktop operations and CygNet automation support.
- Led CygNet server and alerting standardization, reducing daily alerts from more than 80 per site to fewer than 20; standardized services, thresholds, access groups and monitoring templates.
- Supported global hardware deployments, Windows and Linux workstation imaging, inventory and warranty coordination; provided third-level hardware escalation support.
- Delivered Level 2 remote support to employees worldwide for operating systems, business applications, Citrix and virtualized applications.
EARLIER EXPERIENCE
Staffing Services Firm | IT Support | July 2011-August 2011
Energy Company client engagement
Supported a 350-user office relocation, deploying HP Thin Clients and remote connectivity systems and providing post-move desktop support.
IT Consulting and Business Services Firm | Desktop Support Analyst | April 2010-June 2011
Industrial Gas Company client engagement
Served as North American team lead for the Windows 7 migration. Created workstation images, supported endpoints and servers, performed remote backups and antivirus remediation, and tracked work in Remedy.
Technology and Engineering Services Firm | Desktop Engineer | August 2006-March 2010
Energy Company client engagement
Supported regional desktop operations, Dell workstation imaging, Cisco Call Manager and IP Communicator, and remote software deployment and troubleshooting.
EDUCATION AND TECHNICAL TRAINING
Associate of Applied Science, Industrial Electronics Technology | Regional University | GPA: 3.48
Hexnode iOS certification; Lenovo vendor certifications, including data center certification. Additional Microsoft and Cisco training in Active Directory, Windows administration, networking and scripting.
