MSP Junior System Administrator with Azure Administration Experience



Mid-size MSP (2023-Present)
Help Desk Engineer

  • Responding to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.
  • Installing, migrating, and managing Windows Server environments (2016/2019/2022)
  • Providing support with issues ranging from desktop configuration, network troubleshooting, firewall management, and support/maintenance related to Windows Server and Office365.
  • Communicating effectively with clients via phone and email, responding to all requests to meet SLA.
  • Actively collaborating in the development and maintenance of IT Support processes
  • Identifying infrastructure system needs and providing feedback for development.


MSP in Florida (2019-2023)
Helpdesk Support Technician

  • Network fundamentals (Virtualization, WIFI, VPN, Printer connectivity)
  • Working knowledge of Microsoft suite applications and troubleshooting
  • Experience with Office 365, Exchange, Sharepoint, and Active Directory
  • Ensure customer satisfaction; perform error checking, quality assurance tests and finalize customer approval.
  • Provide clients with advanced remote troubleshooting and configuration setup.
  • Remote device maintenance and support
  • Managing documentation on client information, issues, and processes
  • Identify, communicate, and mitigate potential risks
  • Mentor team members and clients on new processes or procedures
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.

Small MSP in Florida (2018-2019)
Support Analyst

  • Provide Level I and level II troubleshooting support assistance either remotely, or at the user’s desk with full focus on customer service.
  • Track and document trouble tickets or emails.
  • Work with other members of the IT team to troubleshoot and resolve user issues.
  • Assist with the training and orientation of new user staff.
  • Work with vendor support contacts to resolve technical problems.
  • Act on any technical faults or issues; maintain cleanliness, organization/documentation.
  • Configuration of users, computers, and groups in Active Directory, Microsoft
  • Office 365, or Exchange.
  • Virus, spyware, malware prevention and removal.
  • Installation and general support of miscellaneous desktop applications.


  • Bachelor’s degree in Information Technology


  • Active Directory
  • Microsoft Exchange
  • Operating Systems
  • Microsoft Windows
  • Computer Networking
  • Microsoft Windows Server
  • DNS
  • DHCP
  • VPN
  • LAN
  • TCP/IP
  • Disaster Recovery
  • Application Support
  • Microsoft SharePoint
  • Software Troubleshooting
  • Technical Support
  • Network Support
  • Virtualization
  • Help Desk
  • System Administration
  • Network Firewalls
  • Authentication
  • VMWare
  • IT support
  • Intune
  • Microsoft Office
  • SharePoint
  • Cybersecurity
  • Windows
  • Desktop support
  • Remote access software
  • Server management
  • Firewall
  • Internet of things
  • Ethernet
  • Firmware
  • Quality assurance
  • Customer service
  • Adobe Acrobat
  • Computer hardware
  • Cloud infrastructure
  • ConnectWise
  • Certifications and Licenses
  • CompTIA Network+
  • Microsoft Certified: Azure fundamentals
  • Microsoft 365 Certified: Teams Administrator Associate
  • Microsoft 365 Certified: Administrator Expert
  • CompTIA Security+
  • February 2024 to February 2027
  • MCSA






About the Company 

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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