SKILLS
- Highly versatile skillset across various disciplines and tools
- Strong VoIP familiarity
- Operational team leadership across multi-disciplinary departments
- Network design and performance
- Time-sensitive troubleshooting and critical thinking
- Server and remote storage maintenance
- Coordination between remote and on-site technical teams
- Hybrid, cloud, and on-prem administration
- Flexible and adaptive
- Technical documentation and training program development
- Self-education and research skills
- Reporting and strategic business review
- Emergency response, loss prevention and damage control
- Security solutions design
- End-user training and client education
- Automation and manual labor reduction
- Live client training delivery
- Backup and patch maintenance
- Data Entry & Bookkeeping
- Quoting, Sales & Marketing
WORK EXPERIENCE
Managed Service Provider 2015 – Present
Centralized Services Administrator
September 2024 – Present | Remote
- Designing and maintaining backup and redundancy systems.
- Managing patch updates and delegation of backend priorities between teams.
- Coordinating multi-level technical projects between remote and on-site teams, vendors, contractors and customers.
- Transitioning from on-prem to hybrid or cloud environments with focuses on cost-efficiency and minimal downtime.
- Performing network and server monitoring and maintenance, often conducted after-hours when necessary to avoid disruption of end-users.
- Leading VoIP projects to design and implement telephony solutions, additionally writing/providing customer training and documentation when necessary.
- Executing regular reporting and compliance assurance measures.
- Researching market tools to ensure in-house operational efficiency and highest level of security for customers.
System Administrator
February 2022 – September 2024 | Hybrid
- Led emergency support operations to customers impacted by outages or compromises.
- Operated Tier 3 ticket escalation in conjunction with Tiers 1 & 2 support desk.
- Researched and developed company and customer-facing documentation and training content.
- Traveled extensively to conferences for vendor market updates and networking opportunities, attended on-site training for vendor tools, visited customer locations for technical deployments and reviews.
Support Technician
July 2020 – February 2022 | On-Site
- Managed customer support line to diagnose and resolve technical issues for customers.
- Operated Tiers 1 & 2 support desk to address customer tickets and determine when escalation was necessary.
- Provided emotional reassurance to customers and non-technical explanations to end-users during high-stress situations.
Technical Intern
March 2015 – July 2020 | Part Time | Hybrid
- Shadowed senior employees to learn technical skills across multiple departments.
- Provided bookkeeping, accounting, data entry and quoting services.
- Assisted the marketing team in advertisement and outreach campaigns.
TOOLS & PROGRAMS
- Backups: Datto BCDR, Unitrends, SaaS Datto RMM, VSA X
- RMM & MDM: Azure, JAMF, Datto RMM, VSA X
- Filtering & Domain: Zorus, GoDaddy, Graphus, Inky
- Scripting & Automation: PowerShell, CMD, ChatGPT, Copilot, Pia, Rewst, HTML, CodeTwo
- VoIP: CUCM, Webex, Microsoft Teams
- Penetration & Awareness: vPen Test, BullPhish ID, KnowBe4
- Virtualization: Hyper-V, VMWare/ESXI, RAID, Azure, AWS
- Quoting & Finance: Quote Manager, Connect Booster, CCW
- QuickBooks (desktop and online)
- Endpoint Security: ThreatLocker, Datto EDR, DeepInstinct
- 3D Animation: Unity 2022, 2019; Blender 3.0, 4.4
- Monitoring & Reporting: Rapid7, Domotz, Auvik, VulScan, LionGard, Dark Web ID, SaaS Alerts, RocketCyber
- Documentation: IT Glue, SharePoint, OneDrive, myITprocess, Scribe
- Development: Unreal Engine 4
- Networking: Meraki, Fortinet, Ubiquiti, PuTTY
- PSA: Autotask, Datto
- Imaging & Texture: Adobe Photoshop, GIMP
EDUCATION
Regional University | Omaha, NE | 2019
- Bachelor of Arts, International Studies & Political Science
- Study Abroad: Private University in Tokyo 1.5 years; Private University in London .5 years.
- Graduated Cum Laude
