SUMMARY
Jack of all trades, master of some. I’ve dedicated my career to my current MSP since graduating college, helping grow the company from the ground up through every role from Tier 1-3 Help Desk through Systems Administration, Project Manager, Help Desk Manager and ownership as Partner. Along the way I’ve maintained zero security breaches, an 86% first-call resolution rate, and was recognized as Most Billable Technician for six years. What clients and coworkers value most aren’t my technical skills. The thing they value the most is my communication, compassion, empathy and easy-going personality. I tend to make their problems my problem, and we usually end up joking around and talking about our lives while I resolve their needs. The trust and friendships I’ve built with my clients and team are what I treasure the most.
TECHNICAL SKILLS
IDENTITY & DIRECTORY Active Directory, Entra ID, SharePoint, Intune, Group Policy, DNS, DHCP, DFS
CLOUD & EMAIL Microsoft 365 Administration, Google Workspace Administration, Exchange Online/On-Prem, SPF/DKIM/DMARC
SECURITY & BACKUP Bitdefender EDR, Avanan, CrashPlan, Dropsuite, VM Snapshots, Conditional Access Policies
RMM & MANAGEMENT ConnectWise Automate, ConnectWise Control, CIPP, ImmyBot, MDT, Powershell, Hudu, Zendesk, HaloPSA
NETWORKING SonicWall, UniFi, Sophos, Meraki, TCP/IP, VLANs, SSL/S2S VPN, Firewall Configuration, DHCP, DNS
INFRASTRUCTURE Windows Server 2008-2025, Hyper-V, SQL/DICOM Migrations, RAID Management
VOIP & COMM BVoIP, Vonage, Zoom Phone, Vonage, Microsoft Teams, Video Conferencing
PRINT & IMAGING Printix, PaperCut, MDT, ImmyBot Windows Imaging, Intune, ConnectWise Automate
PROFESSIONAL EXPERIENCE
Head of Technical Support / Managed Service Provider (Same MSP as below; promoted internally) | MSP Aug 2025 – Present
- Handle overflow from T2/T3 teams and serve as the senior technical resource for tickets, security, and projects
- Drove a 30% increase in MRR over the last year by collaborating with the sales team on service packaging and upsell strategies for existing clients
- Led business management meetings on improving services, licensing, vendor integration that improved net profit margins from 9% to 14.5%, aligning with scalable SMB MSP standards
- Championed a shift from pay-as-you-go to flat-fee per-seat pricing, improving net profits and enabling better quarterly financial forecasting
- Established workflows, policies, SOPs, and procedures to support company scalability and operational consistency
- Maintained 25 client contracts through strong personal relationships, recognized during quarterly business reviews
Help Desk Manager / Managed Service Provider (Same MSP as below; promoted internally) | MSP Aug 2024 – Present
- Currently manage a help desk team of 6 technicians, serving as primary triage and dispatch point of contact
- Provided onsite and remote training covering T1-T3 issues, project workflows, and client-specific environments for the first 6 months of each technician’s tenure
- Launched weekly 1:1 meetings with T1/T2/T3 technicians to surface pain points, identify improvement areas, and provide troubleshooting and project training
- Maintained SLAs and established KPIs for help desk performance and tech utilization in HaloPSA; implemented CSAT tracking via Crewhu to track client satisfaction
- Managed client onboarding and offboarding processes end-to-end
- Mediated and resolved interpersonal conflicts within the technician team
- Designed and owned the full interview process for T1-T3 Technicians, reducing technician turnover by 80% in the last year
- Built a custom technical interview VM from scratch to assess candidates’ foundational domain knowledge and communication skills
- Managed job postings and candidate pipeline across Indeed, Monster, and Hiring.Cafe
Project Manager / Managed Service Provider (Same MSP as below; promoted internally) | MSP Aug 2022 – Aug 2024
- Led complex infrastructure projects including network setups for new offices, HIPAA/legal compliance deployments, office moves, and Windows Server/DC/DFS/AD/Exchange/QuickBooks/4D migrations with minimal scheduled downtime
- Executed on-premises Exchange to Exchange Online migrations, managing cutover schedules, DNS transitions, and post-migration validation with zero unplanned downtime
- Led on-premises SQL and DICOM database migrations for a large endodontic practice with minimal disruption to clinical operations
- Navigated a mixed AD/DC environment project involving Server 2019 to Server 2025 upgrades, resolving complex Kerberos, Secure Auth, and DFS referral issues in hybrid domain controller environments
- Led recovery projects for RAID controller failures on CarbonSys servers that caused drive corruption in RAID 1 configurations
- Managed one-off projects including CRM implementations, security camera installs, HIPAA/cybersecurity insurance compliance, security audits, and third-party GDAP vendor integrations
- Managed the team’s technician’s roles and responsibilities onsite during these projects with minimal scheduled downtime
Systems Administrator / Managed Service Provider (Same MSP as below; promoted internally) | MSP Aug 2020 – Aug 2022
- Administered Windows Server 2008-2025 environments including Active Directory, Group Policy, DNS, DHCP, DFS, and file/print services for multiple SMB clients
- Managed M365 Administration, supporting Exchange Online, Sharepoint, OneDrive, Teams, and Intune
- Evaluated and onboarded MSP tool stack including RMM platforms, EDR solutions, phishing training, MDT/ImmyBot imaging, and licensing vendors
- Managed Microsoft 365 and Google Workspace tenants end-to-end: user lifecycle, licensing, security policies, and compliance configurations
- Deployed and managed ConnectWise Automate and Control across 800-1,200+ endpoints, scaling from a 3-person team to 6
- Created and managed all VM environments using Hyper-V for Domain Controllers, DFS/file share servers, print servers, and application servers
- Implemented email security stack including Avanan, SPF/DKIM/DMARC, and conditional access policies
- Maintained zero breaches and zero ransomware incidents by proactively monitoring Incidents&CVEs and patching UniFi, SonicWall, MikroTik, Sophos, and Meraki devices on a weekly basis
Tier 2 / Tier 3 Technician / Managed Service Provider (Same MSP as below; promoted internally) | MSP Aug 2019 – Aug 2020
- Served as escalation point for T1 team, resolving complex issues in networking, email, endpoint management, and infrastructure
- Managed Entra ID and Exchange Online including mailbox migrations, distribution lists, shared mailboxes, and mail flow rules
- Contributed heavily to internal knowledge base, reducing average resolution time for recurring issues by 30-90%
- Named Most Billable Technician for 6 consecutive years; set company records at 120 billed hours/month and 1,370 hours/year while also maintaining clean documentation habits
- Resolved 170+ tickets per week, achieving 86% first-call resolution and 99.8% call answer rate
Tier 1 Help Desk Technician / Managed Service Provider | MSP Aug 2018 – Aug 2019
- Provided first-contact support for a multi-client MSP environment, triaging and resolving tickets for hardware, software, networking, and account issues
- Handled simultaneous onsite appointments and remote ticket/phone queue within SLA requirements
- Contributed to internal documentation and knowledge base from day one, achieving 135 WPM for rapid ticket documentation
