Senior MSP Projects & Escalation Engineer

Education

Associate of Science in Information Technology
Community College

Skills Summary

Ability to work under pressure to resolve critical production issues
Experience with issue tracking tools such as Autotask and ConnectWise
Experience with backup solutions such as Symantec Backup Exec, Nimble, Veeam, Ctera, Asigra, eVault, Datto, StorageCraft ShadowProtect, DropSuite
Familiarity with anti-virus solutions and management such as Symantec Endpoint Protection, Webroot, Cylance, Crowdstrike, and BitDefender
Knowledge of Server OS 2012 R2–2022
Extensive knowledge of Windows 10 and Mac OSX
Experience with Office 365, Google Apps, and Intermedia
Experience with Anti-Spam solutions (IronScales, Proofpoint, AppRiver, Mimecast)
Experience with VPN technologies Cisco AnyConnect, Cato, FortiVPN, Azure VPN
Experience with OS virtualization and administration (VMware / Hyper-V)
Experience working with vendors (Symantec, Cisco, Dell, Microsoft, Intuit, Sage, Unifi, AutoDesk)
Experience with cloud service providers Amazon AWS and Microsoft Azure

Professional Experience

MSP (2021-2025)
Service Desk Technician III / Pod Lead (2023-2025)

Provided escalation support for level 1 and level 2 technicians
Contributed to knowledge base system by creating SOPs for various clients and applications supported
Collaborated with overseas teams to increase utilization of resources by creating systems and network checklists aligned with subscribed services
Mentored junior technicians via one-on-one meetings to ensure adherence to policies and procedures and assisted with unresolved issues
Maintained systems and network equipment including patching, firmware upgrades, backups, monitoring, and performance
Managed corporate devices using AutoPilot/InTune and JAMF
Liaised with client contacts to answer technical questions, provide procedural guidance, and create forms for easier ticket submissions
Worked closely with Security and Engineering departments on ongoing projects and initiatives to keep service desk informed of upcoming changes

Senior Network Engineer (2021-2023)

Provided onsite support as part of the security team
Provisioned lab environment for proof-of-concept testing for IT team use
Owned product management of two-factor authentication solution securing business-critical applications
Utilized Zscaler to secure inbound/outbound communication to corporate endpoints, including domain blocking, URL category control, and bandwidth management with dynamic rules based on department/location
Investigated alerts related to abnormal activities and produced final reports based on investigations
Collaborated with firewall team to harden security at perimeter and internal levels following best practices
Participated in on-call rotation for after-hours escalations

MSP (2017-2021)
Help Desk Manager / Senior Client Consultant

Managed team of four help desk technicians and served as primary escalation point for Tier 2/Tier 3 incidents
Mentored help desk technicians to close skill gaps and improve productivity
Contributed to projects including file server cutovers, physical to virtual server migrations (VMware), SharePoint migrations (on-prem to Office 365), Office 365 migrations (Exchange 2010 to Office 365), and full network overhauls replacing legacy Cisco equipment with new Unifi hardware
Participated in escalation support team to resolve Tier 2/Tier 3 incidents and root cause analysis
Led mission to centralize SOP documentation and break/fix solutions into knowledge base
Acted as onsite consultant managing all aspects of client IT needs, from break/fix to workflow improvement and business efficiency solutions

MSP (2013-2017)
Team Lead (2016-2017)

Managed a team of four engineers and acted as primary escalation point
Managed 30 key clients including co-managed and fully managed IT clients, ranging from 10-200 employees
Oversaw ongoing client projects and maintained comprehensive documentation
Communicated regularly with client contacts through weekly/biweekly review meetings
Performed domain-level migrations for legacy server environments
Managed and provisioned servers in AWS and Azure environments
Conducted physical-to-virtual migrations to decommission on-prem assets and build scalable cloud environments
Monitored daily reports to ensure support tickets were handled according to priority
Maintained SANs, ESXi, vCenter, Hyper-V, Exchange, including firmware updates, patches, and restructuring
Recommended solutions to improve stability and performance to account managers, later scoped as projects or small projects
Reported weekly to executive management on internal project progress
Collaborated with R&D team on tool improvements

Systems Administrator (2013-2016)

Served as Tier 3 systems engineer and escalation point for Tier 1/2 issues and primary contact for server environment issues
Managed and maintained client servers and applications
Created SOP guides for user creation based on client requirements
Managed RDS and Citrix environments for large clients to ensure optimal performance
Monitored and troubleshot backup issues across multiple backup solutions
Configured and resolved GPO, DNS, and Active Directory replication issues
Created Group Policies to improve user and computer management
Renewed and changed third-party certificates on Exchange and IIS servers
Administered Exchange environments on-premises and cloud-hosted (Office 365)
Managed physical and virtual servers including VMware and Hyper-V deployments
Managed SharePoint user permissions on-premises and cloud

MSP (2012-2013)
Tier 1 Support Technician

Provided Tier 1 support in a fast-paced service desk environment supporting dynamic client environments
Diagnosed desktop and VOIP issues; escalated to Tier 2 when necessary
Supported both on-premises and cloud Exchange server environments
Performed end-user password resets and creations, virus removal, application installation, and troubleshooting

Certifications