PROFESSIONAL SUMMARY
IT professional with 6 years of experience, including 4 years in a managed services environment. Skilled in RMM management, technical account management, and Level 2 support. Strong background in system administration, network troubleshooting, and client relationship management. Proven ability to improve operational efficiency, support technical alignment, accelerate response times, and strengthen client satisfaction through centralized services, automation, and proactive support.
SKILLS
- Technical Skills: Windows Server Administration, Active Directory/Azure AD, Microsoft 365/Exchange Administration, Networking (TCP/IP, DNS, DHCP), Security Fundamentals, Virtualization (VMware, Hyper-V), PowerShell, LAN/WAN, VoIP
- Tools & Software: Autotask PSA, DattoRMM, DattoSaaS, MSP360, ThreatLocker, Zorus, Keeper Security, Duo Security, 3CX Phone System, Splashtop, ITGlue, PrintIX, Zendesk, Salesforce
- Network Infrastructure Tools: WireGuard VPN, pfSense Firewall, SonicWall Firewall, UniFi Controllers, Zyxel, Aruba Instant On, NetExtender VPN, OpenVPN
- Operating Systems: Windows (Expert), Linux (Basic), macOS (Basic)
- Soft Skills: Troubleshooting, Problem-solving, Customer Service, Communication, Documentation, Time Management, Team Collaboration, Attention to Detail
PROFESSIONAL EXPERIENCE
MSP (2021-2025)
Network Administrator – Multiple Roles
Centralized Services Team:
- Managed and maintained RMM (DattoRMM) tools, creating automation scripts for patching, software deployment, and alerts
- Implemented and oversaw patch management processes, ensuring timely deployment of OS and third-party updates
- Configured monitoring systems and responded to critical alerts across multiple client environments
- Managed backup solutions, verified successful completion, and addressed failures
- Deployed and maintained endpoint protection software, responding to threat alerts
- Developed PowerShell scripts to automate routine tasks and improve operational efficiency
- Maintained system configuration standards and ensured compliance with security requirements
- Created and updated internal documentation including SOPs and knowledge base articles
Technical Account Manager / Technical Alignment Manager:
- Conducted regular technical audits against best practices for client environments
- Maintained accurate client documentation including network maps, asset lists, and configurations
- Assisted management with scoping technical requirements for new implementations
- Tracked hardware/software lifecycle and developed replacement recommendations and budgets
- Ensured client environments met necessary compliance frameworks
- Acted as escalation point for recurring technical issues and coordinated with service desk
- Collaborated with multiple teams to maintain client alignment and satisfaction
Level 2 Support Technician:
- Resolved complex escalated tickets involving networking, operating systems, and applications
- Managed Active Directory, user accounts, group policies, and security permissions
- Administered Microsoft 365/Exchange environments, file shares, and user permissions
- Diagnosed and resolved LAN/WAN issues, VPN problems, and DHCP/DNS errors
- Provided support for firewall and switch configurations
- Performed remote and occasional onsite support for hardware diagnostics and repairs
- Created detailed documentation for ticket resolutions and knowledge base contributions
- Mentored junior technicians and provided guidance on complex technical issues
IT Company (2019-2021)
IT Contractor
- Provided Tier 1 & 2 technical support for multiple clients on a contract basis
- Performed hardware diagnostics, new user workstation setups, and system replacements
- Configured phones, printers, projectors, and managed user account setup
- Installed servers and other network equipment, tested solutions, and collaborated with IT teams
- Researched and developed IT solutions for both internal teams and customer product use
- Trained users on company software and use of company resources
- Assisted with migrations to cloud-based services including Microsoft 365
Mid-Size MSP (2021-2021)
IT Contractor
- Provided IT Level 1 Support for Spring Independent School District
- Managed deployment of laptops and Chromebooks
- Performed equipment unpacking, inspection, asset management/inventory
- Conducted quality control, cleaning/disinfecting, and software loading on devices
Global IT Company (2021-2021)
IT Help Desk Analyst
- Provided remote technical support for the State of Georgia IT Help Desk
- Resolved moderately complex computer-related technical problems
- Communicated technical issues over the phone to various customers
- Logged and tracked inquiries using an incident management database
- Maintained history records and related problem documentation
- Assisted with meeting KPI performance and SLA targets
Food Bank (2020-2020)
Administrative Assistant to IT Director
- Provided Tier 1 & 2 technical support for Windows, Microsoft Office 365, SharePoint Online, Salesforce, and Adobe
- Set up new user workstations, phones, printers, and projectors
- Performed database reporting and maintained IT records
- Provided administrative and project management support
- Planned and organized events
- Communicated complex technical information clearly to non-technical staff
College (2019-2020)
Federal Student Work-Study
- Performed clerical assignments including copying, filing, and computer work
- Assisted with organizing and special projects
- Gained administrative experience while completing technical education
EDUCATION
- Computer Network Technician Certificate
