WORK EXPERIENCE
Managed Service Provider (Same as below, promotion) | Systems Engineer | Spring, Texas
April 2025 – Current | (1 yr)
- Key contributor in the Technical Operations Center (TOC), supporting strategic incident response and infrastructure operations for high-profile clients including professional sports, insurance, architecture, and others.
- Resolve P0-P4 infrastructure and end-user incidents within SLOs across 350+ client environments.
- Provide full lifecycle support-from proactive monitoring to post-incident remediation-utilizing platforms such as N-Able RMM, Meraki, SentinelOne, Office 365, Azure, Exchange, Defender, Intune, VMware ESXi, Nerdio, Proofpoint, Mimecast, and Datto.
- Manage disk space and performance on Windows Server VMs via VMDK/VHDX expansion, log archiving, and stale data cleanup.
- Investigate potential threats in Base99; execute containment and recovery actions using SentinelOne EDR.
- Liaise with vendors and internal teams to resolve escalations and ensure timely service restoration.
- Administer client Microsoft 365 and Azure environments, using PowerShell to perform tenant-level identity, endpoint, and configuration management tasks.
- Develop and execute PowerShell scripts to identify and remove stale or duplicate device records across Microsoft Intune and Microsoft Entra ID, improving device inventory accuracy.
- Generate and deliver client-facing Microsoft 365 reports using PowerShell and the Microsoft Graph API, translating tenant data into clear operational findings.
- Create technical migration runbooks for transitioning Windows devices from on-premises Active Directory to Microsoft Entra ID using ForensiT User Profile Wizard while preserving existing user profiles.
- Author and maintain service desk documentation, standard operating procedures, and knowledge-base articles to standardize troubleshooting and migration workflows.
- Configure, test, and troubleshoot Microsoft Intune compliance policies and configuration profiles, including policy assignments, device synchronization, and noncompliance remediation.
- Support the Microsoft Entra device lifecycle by validating device joins and registrations, correcting duplicate objects, and performing post-migration verification.
Managed Service Provider (Same as below, promotion) | Service Desk Associate Solutions Engineer | Lake Forest, IL
Jan 2024 – April 2025 | (1 yr 4 mos)
- Worked extensively with Power Automate, Azure DevOps, Microsoft Lists, Visual Studio, Sublime Text, and Draw.io for streamlined project execution, development, and documentation.
- Focusing on automation, utilizing PowerShell to develop more efficient solutions for the organization’s needs.
- Provide on-the-spot technical support to Analysts and Core Engineers, diagnosing and resolving issues in real-time.
- Receive escalations from Analysts and Core Engineers, ensuring prompt attention and resolution.
- De-escalate issues back to Analysts and Core Engineers with detailed resolutions and actionable recommendations.
- Coordinate with Field Network Engineers to address escalations involving network configurations or client-specific issues.
- Investigate and mitigate malicious emails using Microsoft Purview, including purging emails sent to multiple recipients.
Managed Service Provider (Same as below, promotion) | Service Desk Senior Core Engineer | Lake Forest, IL
Dec 2023 – Jan 2024 | (2 mos)
- Enhanced organizational efficiency by configuring SharePoint permissions and managing user assignments.
- Troubleshoot MAC devices (MacBook Air, MacBook Pro, iMACs) using Addigy.
- Coordinated with Dell, Lenovo, and HP to expedite hardware repairs by liaising with repair technicians.
Managed Service Provider (Same as below, promotion) | Service Desk Advanced Core Engineer | Lake Forest, IL
Oct 2023 – Dec 2023 | (3 mos)
- Performed routine maintenance and restarted Azure Virtual Desktops using Impact Cloud Manager.
- Configured and troubleshot local and network printers using PrinterCloud and PrinterLogic.
- Conducted data recovery operations using Datto for users and servers.
Managed Service Provider | Service Desk Core Engineer | Lake Forest, IL
Dec 2022 – Oct 2023 | (11 mos)
- Handled calls within SLA targets using Call Tower agent.
- Created and escalated tickets via Base99 and Microsoft Teams.
- Managed user accounts and mailboxes in Office 365 and Microsoft Entra ID.
- Developed PowerShell scripts for retrieving user info from Active Directory and Office 365.
- Utilized tools like ProofPoint, Meraki, and DUO for email security, network troubleshooting, and MFA.
Private Technical Institute | Internship | Corpus Christi, TX
Jan 2021 – May 2022 (4 mos)
- Completed Tier 2 call tickets and assisted with computer, software, and networking issues.
- Configured student images and set up new environments.
EDUCATION
Private Technical Institute
AAS, Network Support Administration: Emphasis in Information Security | May 2021
Level 1 Certification, Networking Technology – CISCO | May 2021
SKILLS & INTERESTS
Skills: Detail-oriented documentation * Real-time computer troubleshooting * Rapid technical research * Workflow automation (PowerShell, Power Automate) White-glove customer service * Clear and empathetic communication * Positive and optimistic under pressure * Persistent problem-solving * Cross-functional collaboration
Interests: Researching emerging technologies * Scripting and automation projects * Building test environments * Listening to Synth-wave/Retro-wave music * PC gaming
Professional Summary
Detail-oriented Systems Engineer with a strong foundation in infrastructure support, automation, and endpoint security across enterprise environments. Recognized for rapid troubleshooting, clear communication, and delivering high-quality service under pressure. Combines technical depth with a proactive mindset to resolve incidents efficiently, drive operational excellence, and support business continuity.
