Experienced IT Professional with 5 years of experience in Managed Service provider environment. I bring a wealth of technical expertise, advanced problem-solving skills, and a customer-centric mindset to deliver optimal IT solutions. I also bring multiple certifications and BS in Network Engineering and Security. The most important thing I bring is my passion of supporting people!
Professional Experience
MSP (February 2025 – Present)
System Administrator
- Collaborate with a proactive and professional services team to implement project tasks such as server and VM migrations, optimization of networks and documentation of critical processes.
- Documented and participated in training of newly released chat software for Level 1 team to utilize to assist clients.
- Monitor and proactively manage virtual and physical machines and servers across multiple clients ranging from 20-250 users, including ensuring optimal performance of servers, resolving various alerts of server failures, low dis space, sync issues, etc.
- Assist project team with VM server migration including restoring images from backup software and migrating servers from Hyper-V to VMWare ESXI
- Perform extensive audits of client networks to ensure compliance with tech stack and agreements to help reduce by 50-100% of client outages due to outdated hardware and software
- Ensure client networks are backed up regularly and assist with any file and data loss recovery in timely manner to prevent financial loss
- Monitor patch management and ensure thorough review of system updates and timely rollout via RMM software and scripting.
Support Technician (2021-2025)
- Provide Tier 1 technical support to 20+ client businesses across various industries(engineering, environmental, and many SMBs).
- Assist with various issues ranging from simple password resets in Active Directory to major network outages.
- Resolve 8-20 tickets daily using ticketing system achieving an average resolution time of under 1 hour.
- Perform onboarding for new clients, including workstation setup, email configuration, and VPN access.
- Support Office 365 administration including account creation, mailbox management, and licensing.
- Monitor and maintain client infrastructure using RMM system
- Assist in security initiatives such as implementing MFA, software patching, and endpoint protection.
- Collaborate with senior engineers to escalate complex network and server issues.
- Maintain documentation in software system, reducing similar ticket workload up to 50%
Education
- BS Network Engineering and Security
- CCNA, CompTIA Security+, ITIL, A+, Network+, AWS Cloud Practitioner, M365 Fundamentals, Project+, Linux Essentials
Core Competencies
Customer Service, Written and Verbal Communication, Data Management, Windows, MS Office, Process Improvements, Training, Leadership, MacOS, Windows, Desktops, Laptops, Threatlocker, Bitdefender, M365, Connectwise Manage, Connectwise Automate, Pax8, VMWare, Cisco networking, MS server 2016-2022, Axcient Backup solutions, AWS, Azure/Entra, Google Workspace, Sonicwall Firewalls and VPNs, MFA, Powershell scripting, Auditing
