PROFESSIONAL SUMMARY
Systems administration and Tier II support professional with 7+ years of experience supporting MSP, enterprise, and education environments. Hands-on experience with Active Directory, Microsoft Azure/Entra ID, Intune, Windows 10/11, VMware, Hyper-V, Proxmox VE, networking, DNS, DHCP, VPN, MFA, virtualization, and endpoint troubleshooting. Experienced managing escalations, SLA-driven ticket queues, system deployments, documentation, and end-user support across cloud and on-premises environments. Maintains a production-style home lab to strengthen infrastructure, virtualization, firewall, VLAN, and network troubleshooting skills.
TECHNICAL SKILLS
Systems & Identity: Active Directory, Group Policy, OUs, Azure AD / Microsoft Entra ID, Intune, Windows 10/11, Windows Server
Virtualization & Infrastructure: VMware, Hyper-V, Proxmox VE, ZFS, virtual machines, cloud and on-premises systems
Networking & Security: TCP/IP, DNS, DHCP, VLANs, 802.1Q, VPN, MFA, pfSense, Pi-hole, Juniper switching, firewall rules, inter-VLAN routing
Service Management & Monitoring: Kaseya, Datto, ServiceNow, ConnectWise Automate, IT Glue, incident management, SLA prioritization, escalation management
Cloud & Support: Microsoft Azure, AWS resource/DNS monitoring, workstation deployment, imaging, SCCM, application support, AV/VTC, vendor coordination
PROFESSIONAL EXPERIENCE
Managed Service Provider | Systems Administrator / Service Desk Support | 10/2023 – 08/2026
MSP environment supporting approximately 12 SMB clients with 10-100 users each.
- Managed Tier I/II ticket flow and escalations across multiple client environments, prioritizing incidents by severity, business impact, and SLA requirements.
- Administered and troubleshot Active Directory, Azure AD / Entra ID, Intune enrollment, VMware, Hyper-V, and hybrid cloud/on-premises systems.
- Resolved account lockouts, VPN failures, MFA issues, email synchronization problems, printer outages, workstation rebuilds, profile issues, and third-party application failures.
- Monitored Kaseya alerts for site outages, account lockouts, and user work stoppages and coordinated complex networking, security, and infrastructure escalations with senior engineers.
- Created SOPs, technical documentation, and end-user guides; served as an internal technical point of contact and coordinated support with Microsoft, Pax8, Dell, and Adobe.
Aerospace & Defense Company | IT Support Technician | 06/2021 – 10/2023
Supported approximately 300 users across onsite and remote environments.
- Provided Tier I/II hardware, software, and operating system support for desktops, servers, printers, scanners, and VTC equipment.
- Installed and configured applications, performed system updates, supported user migrations and equipment refreshes, and provided end-user technical training.
- Provided hands-on support for network circuit upgrades, Juniper switch stack deployment, new-site network stand-up, AV systems, and VIP technical support.
- Administered RSA tokens and MFA support, monitored Azure/AWS DNS resources, documented site network mappings and procedures, and provided after-hours support for critical operations.
Private Educational Institution | Helpdesk Manager | 10/2018 – 06/2021
Supported approximately 600-720 students plus faculty and staff.
- Administered Active Directory accounts, Group Policy, and organizational units and managed onboarding and technical equipment deployment for faculty and staff.
- Created and deployed SCCM application packages and custom Windows 10 images; built and maintained imaging/clone servers for large-scale workstation deployment.
- Troubleshot hardware and software issues, coordinated Dell warranty repairs, performed drive encryption/decryption/recovery, and created instructional and licensing documentation.
- Mentored student technology advisors while supporting day-to-day helpdesk operations and end users.
TECHNICAL PROJECTS
Home Lab | Systems & Network Administration Project | Ongoing
Independent hands-on lab for infrastructure administration, virtualization, networking, and troubleshooting.
- Upgraded and maintain a Proxmox VE virtualization host, troubleshooting repositories and updates while managing ZFS storage, virtual machines, configuration backups, and recovery points.
- Deployed and administer pfSense and Pi-hole virtual machines for firewalling, routing, DHCP, DNS, and network services.
- Designed and implemented segmented VLANs for Management, Trusted, IoT, Lab, Media, and Guest networks using 802.1Q trunking, access ports, DHCP scopes, inter-VLAN routing, and firewall policies.
- Deployed an Omada Controller VM and centrally manage EAP225 wireless access points, including firmware, SSID-to-VLAN mappings, and network configuration.
- Troubleshoot Layer 2/3 connectivity, DNS, DHCP, VLAN tagging/PVID configuration, firewall rules, and client isolation; validate changes and maintain backups before higher-risk work.
CERTIFICATIONS & TRAINING
CompTIA A+ | AWS Certified Cloud Practitioner | Microsoft Azure Fundamentals (AZ-900) | Network+ Training Completed | Security+ Training Completed | Windows Server 2016 Training | Hyper-V Training | Rubrik Onsite Storage Training
EDUCATION
Private Technical Institute – IT coursework in Windows, Linux/UNIX, networking, and security
