EDUCATION
University Bachelor’s Degree Major: Computer Science and Game Design
2014 – 2016
Community College Associate of Arts (A.A.) Major: Computer Games and Programming Skills
2012 – 2014
CERTIFICATIONS
- Google IT Support Professional Certificate
- ITIL® Foundation
- HDI Support Center Manager (SCM)
- KCS v6 Fundamentals Certification
- Kaseya Certified Administrator in VSA 10
EXPERIENCE
Managed Service Provider
Manager / Escalation Engineer | Chicago, IL
March 2020 – Present
- Balanced technical execution with leadership responsibilities by serving as a Tier 2 Manager for a 20-person Tier 1 team and 3 Tier 2 engineers, acting as the escalation point while driving internal projects forward.
- Acted as the main point of contact for clients, leading kickoff calls, managing escalations, and ensuring smooth onboarding and project delivery across global teams.
- Scoped, planned, and coordinated multiple projects weekly (3-5 on average), balancing client needs, resource planning, and technical execution with tight deadlines.
- Built and tracked project schedules, coordinated engineers across Tier 1 and Tier 2 teams, and worked with international resources in the Philippines and Poland to keep deliverables on time.
- Managed project budgets and resource allocation, monitoring spends and providing visibility to leadership to prevent surprises or overruns.
- Oversaw client migrations including 10+ GSuite to Microsoft 365 transitions, as well as Azure Intune and Entra deployments, ensuring minimal disruption and clear client communication.
- Coordinated change management efforts by educating clients on new systems, ensuring adoption, and reinforcing operational processes for long-term success.
- Supported SOW creation and internal reporting, identifying scope gaps and course-correcting to maintain alignment with client expectations.
Fitness Equipment Company
Strategic Account Specialist | Rosemont, IL
August 2018 – March 2020
- Served as the primary liaison for Planet Fitness, the company’s largest client, managing all service and support needs.
- Handled inbound calls from General Managers, coordinated troubleshooting efforts, and processed orders for replacement parts and equipment.
- Led planning and coordination for full-site standups, ensuring smooth execution and client satisfaction.
