Experienced IT manager with 14+ years in remote/client facing systems and network infrastructure support. 5+ years leading a department of systems engineers whose duties are the troubleshooting of Windows Servers, Windows 10/11, Internet of Things devices (IOT), and network troubleshooting. Pursuing a role where my managerial and people skills along with my technical background can be utilized.
SKILLS
- Active Directory
- Azure
- CRM
- Customer Service
- DLP
- Firewalls
- Helpdesk
- IDS
- Microsoft 365
- Microsoft Windows
- Network Troubleshooting
- Configuration
- VLAN
- Routers and VMWare
- Switches
- Spanish VPN
- Ticketing Systems Windows Server
WORK EXPERIENCE
MSP (2017-2025)
Senior IT Solutions Architect
- Directed a team of Systems Engineers that provided remote/on-site technical support for our 30+ client’s systems and networks in the tristate area
- Introduced SaaS solutions such as Azure and Microsoft 365. Administration tasks such as creating tenants, assigning licenses, and user groups, and permissions
- Transitioned local server-based Enterprise Resource Planning (ERP) E-automate system to ECI Cloud ERP, improving compliance with industry standards, allowing access for remote management via VPN, and Data Loss Prevention tools to ensure protection of sensitive data
- Implemented data-driven procedures and satisfaction surveys, resulting in a 40%
- reduction in customer support issues within 6 months, ensuring Service Level Agreement
- (SLA) compliance by over 90%
- Daily monitoring of IT service tickets. Metrics include number of tickets completed, average time to resolution, escalations, and number of customer callbacks to ensure compliance with SLA.
- Generated and analyzed SQL reports for the IT department, further optimizing reporting processes
- Facilitated clear communication of technical changes to client executives in stages prior to the rollout of new policies and equipment
- Assumed additional responsibilities to meet critical management deadlines, ensuring project continuity and adherence to sensitive timelines
MSP same above (2010-2017)
Information Systems Engineer
- Provided helpdesk support for end-user systems and network administration for 30+ clients, ensuring reliable performance of their systems and LAN/WAN connections
- Reduced call times by 60% by implementing remote support tools such as GoToAssist, and by streamlining troubleshooting processes for more frequently known issues
- Highest level support on network troubleshooting for Multi-Function Printers across multiple manufacturers (Canon, Konica Minolta, Kyocera)
- Installed, configured, and managed both physical Windows servers and virtual Windows servers using VMWare
- Utilized Active Directory and Group Policy by implementing least-privilege access to setups and configurations of new devices
- Introduced deployment tools like DISM and Microsoft Deployment Toolkit (MDT) to enhance Windows OS imaging workflows, leading to more efficient IT operations
- Reviewed and upgraded client’s existing hardware/systems as needed to ensure company device compliance
CompUSA (2006-2007)
Desktop Support Agent
- Installed, configured and managed Windows operating systems, firewalls and applications. Also performed network diagnostics and troubleshooting
CERTIFICATIONS
- CompTIA Security+
- Google Cybersecurity Professional Certificate
- ISC2 Certified in Cybersecurity (CC)
LANGUAGES
- Native English and Spanish speaking
