Proactive IT Leader with a Passion for People & Process

Summary

Proactive high achiever with a natural aptitude for relationships and leading others, excelling in the development and delivery of scalable solutions for complex IT environments, with a constant drive to learn and grow. Loves to be challenged and to challenge others. Seeking an opportunity to provide for my growing family by being part of a diverse and challenging environment with a clearly defined culture and a desire to better the world in which they operate.

Skills:

• Logistics: Organized, Scalable, Solution Oriented, Repeatable, Clear, Documentation, Efficiency
• Information Technology: Hardware, Software, Troubleshooting, Microsoft Office Suite, Windows OS, MacOS, PC, Networking, Active Directory, Azure AD, Office 365 Administration, ConnectWise Suite, ITGlue, JIRA, Confluence, SnipeIT
• Leadership: Emotional Intelligence, Team Building, Coaching, Training, PIPs, Assertive, Empathetic
• Communication: Written, Verbal, Curriculum, Technical Writing

Education:

• Completed Associates Degree General Education
• Completed Bachelor’s Degree in Business Administration
• Completed Bachelor’s in Psychology

MSP (2024-Present)
Network Operations Security Lead

• Spearheaded the development of a Network Operations Center (NOC) team from the ground up. Designed and implemented foundational policies, processes, team schedules, monitoring tools, documentation, workflows, alert pipelines, and assignment matrices. Focused on delivering robust cybersecurity measures for 100+ clients.
• Optimized alert management by reducing noise from undocumented and unnecessary alerts, ensuring actionable notifications and improving operational efficiency.
• Enhanced notification systems, including PRTG, AlertOps, and their integration with ConnectWise PSA, clearing thousands of redundant ticket generations and alerts.
• Streamlined shift handoff processes to maintain uninterrupted customer support while minimizing employee overtime.
• Leveraged expertise in tools such as PRTG, AlertOps, ConnectWise Automate, Microsoft 365 Defender, and Azure AD to improve security and operational workflows.
• Applied NIST CSF 2.0 Framework, scripting, and advanced monitoring tools to enhance threat detection and incident response capabilities.
• Key Technologies: Firewalls, Scripting, NIST CSF 2.0, Intune, Azure AD, ConnectWise Automate, Microsoft 365 Defender, Huntress, DeepSea, Passportal, Duo, ThreatLocker, Smart UPS.

MSP same above (2022-2024)
Build Team Manager

1. Leadership and Team Development:

• Lead a team that facilitates the setup and tear down of accounts and computers for 130 plus our clients’ new and departing employees which may be setup in person or remotely.
• Orchestrated the recruitment, training, and leadership of a dynamic team over the past 2 years, successfully elevating our performance to consistently meet and surpass service agreement standards.

2. Process Enhancements and Documentation:

• Spearheaded collaborative efforts within the team to enhance processes and documentation across our department and for clients, contributing to company-wide improvements.
• Implemented strategic process changes that significantly bolstered productivity while minimizing errors

3. Specialized Hight Volume Client Management:

• Steered the technical operations for a specialized high-volume client, overseeing the setup and shipment of both Windows and Apple machines, along with peripheral packages for contract employees nationwide

4. Documentation and Workflow Optimization:

• Elevated efficiency by refining internal documentation in ITGlue and Confluence and optimizing the Asset Management workflow using SnipeIT.
• Successfully managed updates and fulfillment of requests within the internal ticketing system, JIRA, ensuring streamlined and error-free processes for the specialized client.
• Created System for Measuring Team and Individual performance Metrics, as well as measures for tracking documentation needs and client pain points, all within BrightGauge dashboards.

MSP same above (2021-2022)
Field Services IT Technician

1. Leadership and Team Development:

• Initially trained on the Build Team, specializing in machine setups for new hires at client locations, before progressing to manage the same team with a focus on enhancing operational efficiency.

2. Exceptional Performance Recognition:

• Recognized for outstanding performance with a salary increase at the 90- day mark, an accolade rarely awarded within the company, underscoring my exceptional contributions.

3. Remote Services Excellence:

• Excelled in the Remote Services division, consistently outperforming peers by achieving a high number of completed tickets and maintaining the lowest rate of tickets reopened.

4. Field Services Excellence:

• Thrived in Field Services, where I earned consistent requests from clients to be their primary technician, demonstrating a strong rapport and reliability in delivering top-notch service.

5. Innovative Utility Technician Role:

• Pioneered the creation of the unofficial position of “Utility Technician,” a role tailored to my versatile skills. Proven ability to seamlessly contribute and enhance metrics across multiple teams, showcasing adaptability and consistent improvement.

6. Client Onboarding and Long Term Client Management:

• Completed a pivotal 2-month rotation in Client Onboarding, providing crucial support to a team in need. Took the lead in servicing a new and complex client during this period, a responsibility that continues to be under my purview today.

Fire Extinguisher Company (2018-2021)
Service Coordinator

• Orchestrated comprehensive logistics for a team of technicians servicing fire safety equipment across Georgia. This included adeptly setting client appointments, planning efficient routes, ensuring inventory availability, and managing the service and readiness of extinguishers for redeployment to clients.
• Implemented adjustments to pricing strategies and effectively communicated changes, contributing to improved profitability and client satisfaction.
• Produced detailed CAD-style drawings for Hood System applications, showcasing proficiency in design and technical documentation
• Assumed responsibility for the submission of applications and diligently followed through with any required changes until approval, demonstrating meticulous attention to detail and adherence to regulatory standards.
• Instrumental in achieving a remarkable 10% monthly increase in department profit against year-to-date (YTD) figures each month, showcasing strategic financial acumen and impactful decision-making.

IT Company (2017-2018)
Project Manager

• Collaborated closely with design and development leads to successfully bid on projects, demonstrating a proactive approach to project acquisition.
• Played a pivotal role in organizing projects into manageable components, ensuring efficient execution. Facilitated resource allocation for both local and remote teams to optimize project completion.
• Spearheaded the creation of compelling demo content, showcasing creativity and attention to detail in presenting project capabilities.
• Conducted thorough testing of projects utilizing the .NET framework, providing valuable feedback to developers and designers. Contributed to the refinement of project outcomes through meticulous testing and insightful recommendations.