PROFESSIONAL SUMMARY
IT support professional with 2+ years of experience delivering Tier 1 help desk support, endpoint deployment, and systems administration for organizations managing 2,000+ users and 100+ client accounts. Skilled in Active Directory, Microsoft 365 administration, endpoint security, and technical documentation. Proven track record of reducing recurring incidents, improving SLA compliance, and supporting large-scale device deployments.
TECHNICAL SKILLS
Hardware & OS: Workstation Deployment, Device Imaging, Endpoint Configuration (Laptops, Desktops, Mini-PCs, AIOs, Chromebooks), Windows, Linux (Debian) Networking & Security: TCP/IP, Network Troubleshooting, ISP Outage Resolution, ConnectSecure, Vulnerability Management, Endpoint Patching Platforms & Tools: Active Directory, Microsoft 365, Azure, ConnectWise Manage, IT Glue, Change Management, SLA Compliance
WORK EXPERIENCE
Managed Service Provider | Service Desk Specialist, Tier I | June 2024 – June 2026
- Provided Tier 1 technical support for 2,000+ users, resolving hardware, network, and software issues and escalating operational incidents as needed.
- Deployed and managed ConnectSecure agents across 2,000+ endpoints for vulnerability monitoring and SLA-aligned uptime, resolving escalated installation failures and false-positive Defender flags.
- Administered Active Directory and Microsoft 365 accounts, including user provisioning, password resets, and access control, for 100+ client communities.
- Led a Microsoft 365 administration project to provision administrator accounts during scheduled change management, strengthening access controls and security compliance.
- Managed onboarding/offboarding for 100+ client communities, ensuring correct permissions and secure account setup.
- Imaged, configured, and deployed 300+ laptops, desktops, mini-PCs, AIOs, and Chromebooks via OS imaging and domain joining.
- Authored 100+ knowledge base articles in IT Glue and ConnectWise Manage as part of a daily documentation habit, streamlining onboarding and training for new team members.
- Served as primary point of contact for engineers, vendors, and field technicians, coordinating rapid resolution of ISP outages and infrastructure issues.
Roofing Company | IT Specialist Intern | Jan 2023 – Mar 2023
- Installed and configured Windows OS on 20+ workstations, providing hardware troubleshooting and support for staff on Google Workspace.
- Documented support procedures and tracked recurring issues to identify patterns and improve response times.
CERTIFICATIONS
CompTIA Network+ (In Progress, Expected October 2026)
EDUCATION
Regional University | Bachelor of Business Administration, Computer Information Systems 2017 – 2022
