Professional Summary
- Experienced IT Service Desk Lead with over 10 years in information management and digital services. Skilled in leading support teams, improving service workflows, and delivering user-focused solutions aligned with
- ITIL best practices. Committed to driving operational efficiency and a high standard of customer service.
Technical Skills
- Network Support Ticketing Systems VPN & Access Remote Tools
- Shared Drives ServiceNow Cisco AnyConnect TeamViewer
- DNS/DHCP Zendesk FortiClient LogMeIn Rescue
- Wireless Printer Setup Jira GlobalProtect Bomgar
- Network Printer Setup Fresh Service BIG-IP Edge Client Proprietary RS Tools
- Cloud & Email Operating Systems Security Tools Printer Software & Tools
- Microsoft 365 Windows Spam Filtering SLNX
- Microsoft Exchange Email macOS, iOS Device Policies PaperCut
- AWS (login/auth) Android OS Malware Remediation PrinterLogic
- ActiveSync MDM Account Permissions
- Citrix Ricoh & non-Ricoh MFPs
- VDI
Certifications
- Microsoft 365 Certified: Fundamentals (MS-900) Completion Date: June 2025
- Cisco Certified Support Technician (CCST) IT Support Completion Date: March 2025
- ITIL 4 Foundation: IT Service Management Completion Date: October 2024
- MD-102: Microsoft Endpoint Administrator Completion Date: In Progress
Professional Experience
MSP -Print/IT (2013-Present)
Lead IT Service Desk Specialist
- Managed global 24-hour Tier 1 and Tier 2 support for enterprise clients in the education system, legal, healthcare, and other industries.
- Troubleshooted over 20-30 endpoint and connectivity issues for users, groups and entire sites via phone calls, through various ticketing systems, and Teams chats daily.
- Resolved endpoint and infrastructure incidents using ticket systems such as ServiceNow, Zendesk, Jira, and FreshService.
- Delivered Microsoft 365 support, including: Exchange mailbox config., Distribution List management, mobile sync, and email rule customization, etc.
- Support print architecture relating to high availability load balancing, and redundancy within VDI (Citrix) environments. Support also includes enterprise print queues and driver workflows (Servers,Driver Pkgs,etc.)
- Administered Active Directory account management, including password resets, unlocks, and permissions.
- Configured and troubleshot mobile device management (MDM) policies and apps, including email sync and security compliance (Microsoft Intune, IBM MaaS360, etc.)
- Supported enterprise environments across Windows, macOS, iOS, and Android platforms.
- Delivered Tier 1/Tier 2 network troubleshooting: DNS/DHCP, VPN, and wired/wireless printer setup.
Technical Support Specialist:
- Identified and diagnosed 40-50 printing issues (hardware, firmware, software) for Ricoh and third-party devices daily.
- Supported end-users through remote configurations for MFPs and printer-embedded solutions; VPN, Citrix, Terminal Server, VDI desktops.
- Created troubleshooting steps in various ticketing systems with appropriate escalation paths.
- Designed Knowledge Based (KB) articles, troubleshooting guides, runbooks, and other relevant documentation. (Knowledge-Centered Services Trained)
Senior Printer/Copier Shop Technician:
- Performed advanced diagnostics, repairs, and preventative maintenance on a wide range of multifunction printers and copiers.
- Specialized in troubleshooting and component-level repair of print engines, scanners, and finishing units.
- Provided technical support to on-site employees and assisted with complex in-shop rebuilds and refurbishments. (Desktops, laptops, mobiles, etc.)
- Maintained detailed service records and ensured compliance with quality control standards.
Printer/Copier Assembler
- Completed basic printer/copier configurations.
- Assembled high-precision printers, copiers, and multifunction devices.
- Analyzed equipment failures to determine necessary corrective action.
- Financial Responsibility: handled equipment in value from $100.00 to $150,000
- Collaborated with cross-functional teams to support continuous process improvements.
