Education
College
Studied Computer Information & Sciences
High School
High School Diploma
Professional Experience
Managed Service Provider | Remote Desktop Support Technician | May 2024 – Present
- Provide Level 2 technical support via RingCentral calls and messages
- Support AD-integrated and standalone devices for multiple clients
- Maintain spam filtering systems and oversee automated backup verification (NAS, offsite)
- Coordinate with 3rd-party vendors for escalations and tool-specific issues
- Monitor devices using Atera, Dameware, Trend Micro, Splashtop, and ScreenConnect
- Act as main contact for procurement and deployment of workstations and peripherals
- Build and configure servers with hardware, software, and scripts to align with company SOP
- Performed on-site installation and configuration of servers, switches, firewalls, and other networking equipment for new and existing client environments.
Managed Service Provider | Remote Support Technician | Oct 2023 – May 2024
- Delivered remote IT support through Autotask tickets, calls, and email
- Administered AD environments and managed domain/non-domain clients
- Managed email and spam tools: Intermedia, Zix-Appriver
- Backed up critical client data on NAS systems
- Deployed VoIP setups (Elevate), including syncing line keys
- Provided RMM support via Datto tools and resolved Tier 1 and Tier 2 tickets
- Scanned and remediated malware using Bitdefender and SentinelOne
Managed Service Provider (Banking Niche) | Service & NOC Technician | Nov 2021 – May 2023
- Provided first and second-line maintenance for financial institutions
- Diagnosed, documented, and resolved issues related to workstations, printers, ATMs
- Assisted branch staff with technical and hardware problems on workstations while onsite or remotely
- Repaired and replaced ATM hardware and cleared error states
- Notating tickets with appropriate for end users, other technicians, & management.
- Conducted hotfixes, device installs, and preventive maintenance
- Served as single point of contact for assigned branches
- Trusted to handle ATM vaults and sensitive physical security procedures
Shipping and Business Services Company | Technical Support & Operations | Dec 2009 – Oct 2021
- Installed and maintained desktop systems, performed OS reinstalls and hardware upgrades
- Provided local networking support and basic mainframe/account maintenance
- Assisted in sales, customer service, and logistics (FedEx, USPS, UPS)
Technical Skills
- Operating Systems: Windows (7-11), Windows Server (2012-2025), macOS, basic Linux
- Support Tools: Datto RMM, ScreenConnect, Atera, Dameware, Splashtop, Take Control
- Tools & Scripting: PowerShell, Command Prompt, basic Bash/Linux scripts
- Systems: Active Directory, Office 365(Admin), Bitdefender, SentinelOne, Intermedia, Zix-Appriver
- Networking: VPNs, TCP/IP, DNS, DHCP, VoIP (Elevate), firewalls, routers/switches
- Other: Autotask, HubSpot, NAS backups, FieldPoint
