PROFESSIONAL SUMMARY
System Administrator / Tier 2 IT Specialist with 5+ years of hands-on experience in MSP-style environments supporting multiple clients. Strong expertise in Microsoft 365, Active Directory, Windows Server, and network troubleshooting (DNS, DHCP, VPN). Proven ability to handle escalations, resolve complex technical issues, and support infrastructure across cloud and on-prem environments. Experienced in firewall configuration, endpoint management, and delivering reliable, customer-focused IT services.
PROFESSIONAL EXPERIENCE
Managed Service Provider | IT Assistant (Tier 2 Support) | Nov 2024 – Present
- Handle escalated Tier 2 issues across multiple client environments including dental and healthcare offices
- Troubleshoot Microsoft 365, Active Directory, user accounts, permissions, and endpoint issues
- Configure and support network devices (routers, switches, firewalls) and resolve VPN/connectivity problems
- Deploy and maintain Windows 10/11 systems, printers, and business-critical applications
- Support server-related tasks including file access, backups, and system performance troubleshooting
- Install, configure, and support imaging systems, cameras, and integrated software solutions
- Provide on-site and remote support, improving issue resolution time and client satisfaction
Industrial Manufacturing Company | IT Infrastructure Support | May 2023 – May 2024
- Supported enterprise IT infrastructure including Windows environments and user systems
- Installed and configured applications, managed updates, and ensured system reliability
- Assisted with Active Directory tasks including account management and access control
- Performed troubleshooting for network connectivity (DNS, DHCP, TCP/IP)
- Supported endpoint deployment and participated in system upgrades and migrations
- Installed and tested Zscaler agent for secure remote access
Managed Service Provider | Network & Infrastructure Technician | Nov 2021 – May 2023
- Provided Tier 1 & Tier 2 support in a ticket-driven MSP environment
- Troubleshot Microsoft 365, Exchange Online, and user access issues
- Configured and supported firewalls (Meraki), VPNs, switches, and routers
- Managed Active Directory, Group Policy, and user provisioning
- Supported multi-site environments with remote troubleshooting and onsite visits
- Resolved hardware/software issues including desktops, printers, and network devices
Public Health Agency | IT Support Specialist | May 2021 – Nov 2021
- Provided frontline technical support across multiple vaccination sites
- Installed and configured systems, printers, and network connections
- Troubleshot user issues quickly in high-volume environments
- Ensured uptime and system availability during critical operations
TECHNICAL SKILLS
Systems & Cloud: Microsoft 365, Azure AD (Entra ID), Windows Server, Active Directory
Networking: DNS, DHCP, TCP/IP, VPN, LAN/WAN, firewall configuration (Meraki), routing & switching
Virtualization & Tools: VMware (basic), Hyper-V, Atera, ServiceNow, Jira Service Desk
Endpoint & OS: Windows 10/11, imaging, software deployment, troubleshooting
Other: Backup systems, hardware deployment, customer support, escalation handling
CERTIFICATIONS
- CompTIA Network+
- CompTIA IT Fundamentals (ITF+)
EDUCATION
Bachelor’s Degree in Computer Science
KEY STRENGTHS
- Advanced troubleshooting & root cause analysis
- MSP environment & multi-client support
- Strong communication & customer service
- Ability to work independently on escalations
- Fast learner in new technologies (SonicWall, VMware, Azure)
