PROFILE
IT professional with 5+ years of MSP and enterprise support experience providing Tier 1 and Tier 2 technical support, onsite client services, workstation deployment, documentation, and technology troubleshooting. Experienced in managing support requests, fostering client relationships, and delivering service while adhering to operational standards and service expectations.
WORK EXPERIENCE
Managed IT Services (Same as below, Promoted) | IT Project Engineer | Nov 2025 – Current
- Conduct onsite technical assessments to evaluate network readiness, wireless coverage, and environmental constraints.
- Manage technical projects from assessment and planning through deployment, validation, documentation, and client and support team handoffs.
- Document configuration changes, deployment procedures, and environment updates to ensure supportability and continuity.
- Execute device provisioning, imaging, OS upgrades, and configuration to ensure consistent endpoint builds and security baselines.
- Collaborate with engineering, support, and client stakeholders to ensure projects are completed on schedule and within budget.
Managed IT Services | IT Specialist | Mar 2024 – Nov 2025
- Address and resolve Tier 1 & 2 customer support tickets.
- Conduct onsite visits throughout New York City & New Jersey, installing devices, provisioning workstations and troubleshooting client issues as needed.
- Participate in an on-call rotation providing after-hours support.
- Collaborate with the project team on device installation, network connectivity and initial testing.
- Documentation of new configurations, refining and creation of standard operating procedures via Hudu IT Documentation.
Managed IT Services | MSP Technician II | Apr 2022 – Feb 2024
- Provided technical support for end users tier 1 and 2.
- Built, configured, and maintained all network connections, WAN/LAN, and VPN.
- Facilitated documentation of devices, creation of company knowledge base, and standard operating procedures via IT Glue documentation software.
- Assumed responsibility for training and ongoing instruction for incoming technicians on internal processes, imparting foundational IT knowledge, and guiding troubleshooting steps.
- Provisioned new machines for end users with applications and requested configuration.
Energy Utility | IT Help Desk Analyst | Jan 2021 – Apr 2022
- Utilization of enterprise knowledge base, detailed documentation of new issues, and creation of articles for issues not yet encountered.
- Provide support for personal and corporate devices managed by Intune.
- Utilization of Citrix Director and XenCenter to monitor and troubleshoot Virtual Machines.
- Using company guidelines for security protocols and operations (NERC CIP), to help maintain user security.
- Troubleshoot, fix, and configure network configurations on client computers, including Cisco AnyConnect VPN connections.
- Support identity management within Active Directory, Azure AD, and SecureID, including setups for MFA (RSA).
Hospitality | Server | Sep 2019 – Oct 2020
Hospitality | Server | 2009 – May 2019
EDUCATION
Degree: Associates of Arts
Private Technical Institute | Tampa, Florida
2017
