SUMMARY
IT support and systems administration professional with 4+ years in a managed services environment, supporting 80+ client environments through growth from ~4,000 to ~6,000 endpoints. Promoted twice in 18 months from frontline support into systems administration. Spans Tier 1 through Tier 3: frontline at 50+ tickets per week, through escalations on Windows Server, SAN storage, Hyper-V clusters and legacy migrations. Builds automation and documentation that reduce ticket volume rather than absorb it.
TECHNICAL SKILLS
MSP platforms and PSA: ConnectWise Manage (PSA), ConnectWise Automate (RMM), Thread, Kaseya, NinjaOne, Hudu, ScreenConnect, Pax8, 3CX
Windows and server: Windows 10/11, Windows Server, Active Directory, DNS, DHCP, Group Policy, Hyper-V clusters, MDT/WDS, file and SAN storage
Cloud and identity: Microsoft 365, Exchange and SMTP filtering, Entra ID (Azure AD), MFA, Conditional Access, enterprise app SSO, hybrid AD Connect, Google Workspace
Networking: TCP/IP, DNS, DHCP, NTP, VLAN configuration, VPN, firewall policy, zero-trust (Netbird), SASE, connectivity troubleshooting
Endpoints, platforms and scripting: macOS, RHEL and Rocky Linux, Docker, Proxmox, MaaS360 MDM, printers, mobile devices, AV hardware; PowerShell, Bash, AI-assisted automation tooling
Security and backup: Bitdefender, Huntress, ConnectWise SIEM, EDR, DFIR, Greenbone/OpenVAS vulnerability scanning, security awareness training, 3-2-1 backup design
EXPERIENCE
Managed Service Provider (Same as below) | System & Project Engineer / Cybersecurity Specialist | Jan 2025 – Present
- Lead infrastructure and modernization projects across MSP client environments, including Microsoft 365 tenant migrations, Windows Server deployments, Hyper-V/VMware infrastructure, network upgrades, security hardening, and client onboarding; currently supporting a 5,000-user, 50-site migration involving M365 and Azure.
- Advanced escalation point across 80+ client environments for issues spanning hardware, endpoint software, identity and access on Windows, macOS and Linux; mentor helpdesk staff on troubleshooting, escalation and documentation practices.
- Partner directly with clients during technical discovery and onboarding to assess existing infrastructure, identify risks and recurring issues, design solutions, and drive deployments through completion; implement automation, standardized configurations, and permanent fixes to improve environment stability and reduce future escalations.
- Administer Microsoft 365 and Entra ID across client tenants: user, group and license administration, MFA and password policy, Conditional Access, enterprise application SSO, and hybrid Active Directory sync.
- Built automation using Thread, scripted pipelines and AI tooling that supported growth from ~4,000 to ~6,000 endpoints and onboarding of ~20 clients without additional hires.
- Administer the client security stack – SIEM, EDR, endpoint protection, vulnerability scanning, email filtering, firewall policy and zero-trust networking – and lead incident response through containment and remediation.
Managed Service Provider (Same as below) | Systems Administrator | Jan 2024 – Jan 2025
- Built a deployment tool that generated client-specific installers bundling IT agents, business applications and secure configuration, reducing endpoint setup time by 80%.
- Administered Windows Server (Active Directory, DNS, DHCP, Hyper-V clusters), RHEL and Rocky Linux, Microsoft 365 and Exchange, Google Workspace and MaaS360 device management across 80+ client environments.
- Automated Microsoft 365 user provisioning through form-based intake and approval workflows; created template scripts for rapid multi-site server provisioning to consistent security and operational baselines.
- Handled Tier 3 escalations involving SAN storage, Hyper-V clusters, legacy migrations and infrastructure hardening; performed root cause analysis and implemented automated fixes for recurring issues.
Managed Service Provider | IT Support Technician | Jul 2023 – Jan 2024
- Provided frontline support across Windows and macOS endpoints averaging 50+ tickets per week, working tickets end to end in ConnectWise Manage and Thread.
- Supported the hardware lifecycle for desktops, laptops, mobile devices, printers and AV equipment, coordinating with vendors for repairs and warranty work; handled equipment requests and maintained IT asset inventory tracking.
- Migrated fragmented documentation into a new Hudu implementation and created standardized processes and runbooks; led a move to centralized password management that achieved full team adoption.
- Redesigned phone system routing with per-client call trees directing callers to relevant external vendors first, reducing unnecessary ticket volume by 33%.
Managed Service Provider | IT Technician | Mar 2023 – Jun 2023
- Architected and configured the MSP tech stack (RMM, PSA, backup, EDR/MDR); developed SOPs and task automations; ran cybersecurity evaluations supporting PCI and HIPAA compliance.
3D Printing Business | Founder | 2021 – 2024
- Built and secured Linux print servers for a printer farm; scoped custom work with clients and delivered finished products.
- Administered Google Workspace and DNS; implemented password policy and two-factor authentication; supported macOS, Windows and Linux.
EDUCATION AND TRAINING
Cybersecurity and Information Assurance coursework: IT fundamentals, network security, cybersecurity analysis, cloud security, Linux administration
Valid California driver’s license; available for on-site work at client locations.
