WORK EXPERIENCE
Managed Service Provider Primary IT Support Technician | Allen, TX | Nov 2024 – Mar 2026
- Delivered high-volume IT support in a fast-paced MSP environment, supporting multiple SMB clients with diverse technical needs
- Managed 70-90 active support tickets in HaloPSA while prioritizing incoming requests and maintaining client communication
- Performed onsite support and infrastructure work, including cabling, device deployment, printer setup, network equipment installation, and server troubleshooting
- Supported Microsoft 365 administration, including user onboarding, email management, shared mailbox support, and account troubleshooting
- Troubleshot networking issues involving VPNs, VLANs, firewalls, switches, and wireless access points
- Configured and supported UniFi and Aruba networking equipment for SMB client environments
- Supported VoIP and UCaaS platforms, including RingCentral, 3CX, NUSO, and Nextiva
- Assisted end users through ScreenConnect and NinjaRMM for device, application, and connectivity issues
- Maintained client and troubleshooting documentation within Hudu knowledge base systems
EDUCATION
Community College Student, Computer Science Coursework | Collin County, TX | Sept 2022 – May 2024
- Relevant Coursework: C++ Programming, JavaScript Programming, Precalculus, Statistics, Composition, Government, Humanities, and Algebra
CERTIFICATIONS AND SKILLS
- Certifications: Cisco Certified Network Associate (CCNA) | CompTIA Network+ | CompTIA Security+
- Skills: Microsoft 365 administration, Active Directory, Entra ID, UniFi networking equipment, VoIP systems, firewall troubleshooting, endpoint support, imaging & deployment, network troubleshooting, and intermediate Spanish
