INTRODUCTION
Information Technology professional with four years of experience working for a Managed Service Provider delivering Tier 2+ technical support for clients across different industries including healthcare, finance, and local government. Extensive experience with break/fix troubleshooting, system administration, and networking as well as assisting with Remote Monitoring and Management of client endpoints and server environments.
RELEVANT SKILLS
- Linux system administration and hardening
- Azure, Intune, and Entra admin
- Bash scripting and automation
- FortiGate, SonicWall, and WatchGuard firewalls
- Microsoft apps including SharePoint, OneDrive, and Teams
- ServiceNow, ServiceNow Shared, ConnectWise, and Remedy ticketing systems
- Active Directory and group policy
- Remote monitoring and patching of servers and workstations
- VMWare ESXi and Oracle Virtual Box
RELEVANT CERTIFICATIONS
- CompTIA Linux+
- Microsoft Azure Fundamentals
- CompTIA A+
- Microsoft Endpoint Administrator (in progress)
- CompTIA Network+
- AWS Certified Cloud Practitioner
- CompTIA Security+
- AWS Certified AI Practitioner
- Cisco Certified Network Associate (CCNA)
WORK EXPERIENCE
Managed Service Provider (Same as below) | Service Desk Specialist | November 2024 – Present
- Functioning as an escalation point for tickets not resolved by the Service Desk Support agents
- Perform RMM including patching and bulk software installs via NAble
- Performing documentation auditing and review, including drafting new Knowledge Base Articles and acting as a liaison with client IT departments and other stakeholders to transfer knowledge
Managed Service Provider | Service Desk Support | September 2022 – November 2024
- Extensive troubleshooting experience working for a Managed Service Provider supporting several hundred different clients and their users, focusing primarily on Healthcare, Finance, and Local Government clients.
- Working with remote and onsite end users, onsite IT teams, and software/hardware vendors to resolve issues.
Local Government Fire and Rescue Department | Firefighter/Emergency Medical Technician | November 2017 – January 2022
- Broad range of duties including emergency response to structure and vehicle fires, emergency medical events, and law enforcement standby operating as paid “career” employee and volunteer
- Strong performance under pressure developed through dedicated stress inoculation training.
Healthcare (Same as below) | Clinical Supervisor | September 2018 – May 2019
- Supervised daily operations of outpatient orthopedic clinic consisting of approximately 20 medical personnel.
- Responsible for employee schedules, inventory and ordering of medical supplies, and training of new personnel.
- Worked with staff and management to develop and implement rotation for preferred employee schedules.
Healthcare | Ortho-technician/Medical Assistant | June 2016 – September 2018
- Extensive experience working with electronic medical records to onboard patients, order radiographic tests, order prescriptions, and dispense medical devices.
EDUCATION
Regional University | May 2016
Bachelor of Science, Health Sciences, Biology Minor
