Summary
Experienced IT professional with a proven track record of supporting multiple clients across onsite and remote locations. Seeking a dynamic role where I can leverage and continue to develop my skill set to drive innovative technical solutions, minimize system downtime, and optimize project management strategies for organizational success. Fully authorized to work in the United States. Full clean driver’s license.
MSP (2023-2025)
Infrastructure Support Engineer
- In my role as an Infrastructure Support Engineer, I was exposed to multiple different technologies spanning endpoint, server, and networking. My duties included:
- Technical Support and Issue Resolution as part of the helpdesk. Serving as a primary point of contact for users seeking technical assistance via the phone, email and through our ticketing system. Diagnosing and resolving system issues, providing technical guidance to users and ensuring issues were resolved in a timely and satisfactory manner adhering to SLAs.
- Managing on premises Active Directory and cloud based M365 environments across multiple tenants including tasks such as, user account provisioning and deprovisioning, Group Policy implementation and management, licensing, email mailbox management, role- based access control and permissions, security and compliance policy enforcement.
- M365 Tenant configuration and baselining including tasks such as, domain setup and verification, configuring admin roles and permissions, setting up and managing security and compliance policies, implementing Multi-Factor Authentication (MFA), configuring mobile device management (MDM) policies, monitoring and managing Microsoft Secure Score to maintain an average score of 70 or above.
- Server configuration and deployment utilizing a standardized build template created by me for the implementation team. Deployment included both physical hosts and virtual machines such as Domain Controllers, Application, File, and Database servers.
- Endpoint configuration and deployment including OS installation, AD join (On-prem, Hybrid or full Entra join), user profile creation and application install.
- Network and Firewall configuration and deployment including tasks such as, initial testing, firmware upgrades, configuration, physical deployment and documentation of assets.
Skills Summary
- Administration of Operating Systems including Windows 10/11, Windows Server, macOS, Android and iOS
- Support of enterprise apps, endpoints, hypervisors (ESXi, Hyper-V) and virtual machines
- User and Identity Management (AD, Microsoft 365, Entra ID)
- Familiar with networking protocols (TCP/IP, DNS, DHCP) and VPN technologies
- Experience with Intune, Defender and Exchange admin centers
- Experience using ticketing and knowledgebase systems and RMM tools (Autotask, Datto, ConnectWise)
- Exceptional Customer Service Skills
- Excellent time management and organizational skills
- Strong verbal and written communication skills
- Versatile in a team setting and in independent roles
Education
- Professional Master of Education
- Bachelor of Arts (Joint Major: History & Archaeology)
Certifications
- CompTIA A+ (Awarded September 2022)
- Aruba Certified Network Technician (Awarded April 2023)
- CompTIA Network+ (Awarded August 2023)
- ISC2 Certified in Cybersecurity (Awarded March 2024)
- Microsoft Certified: Azure Fundamentals (Awarded May 2024)
- Microsoft Certified: Identity and Access Administrator Associate (Awarded August 2024)
- CompTIA Security+ (Awarded February 2025)
