Dedicated Senior Systems Engineer with over 6 years of experience in the Managed Service Provider (MSP) industry. Proven track record as a Tier 3 technical backstop, managing complex escalations across networking, virtualization, and cloud infrastructure. Specialist in large-scale tenant-to-tenant and P2V migrations with a focus on system security and minimal downtime. Committed to a client-first service model and clear, proactive communication.
PROFESSIONAL EXPERIENCE 6 + YEARS
MSP (2019-Present)
SYSTEM ADMINISTRATOR ( TIER 3 / LEAD)
Team Leadership & Operational Management
- Personnel Management: Directly manage and mentor two Level 2 IT Support Specialists, serving as the primary authority for technical escalations.
- Resource Scheduling: Coordinate daily technician schedules, strategically dispatching staff for on-site client visits to ensure optimal coverage and rapid ticket resolution.
- Service Standards: Oversee daily tasks and project progress for direct reports, ensuring all work meets rigorous documentation and client service standards.
Infrastructure Strategy & RMM Leadership
- Atera RMM Deployment: Spearheaded the end-to-end implementation of Atera (SaaS RMM), establishing centralized multi-system patching, automated software deployment, and system decommissioning.
- Workflow Optimization: Engineered automation scripts within the RMM and custom software to reduce average ticket resolution time to under 15 minutes.
- Strategic Proposals: Successfully proposed and transitioned critical backup workflows to Datto, improving project visibility and streamlining business continuity planning.
- Infrastructure Management: Managed and maintained Datto SIRIS and Barracuda appliances to ensure robust image-based backups and rapid disaster recovery.
Senior Escalation & Network Engineering
- Tier 3 Backstop: Serve as the senior technical resource for complex escalations involving Windows Server 2012- 2022, VMware vSphere, and Microsoft Hyper-V.
- Advanced Networking: Engineered and maintained secure Site-to-Site VPNs and high-availability data connections between US headquarters and international branch offices.
- Security & Firewalls: Configured and maintained enterprise-grade security appliances, including SonicWall and Fortinet, to protect multi-tenant client environments
PROFESSIONAL ACHIEVEMENT
Tenant Migration Specialist
- Lead complex migrations between O365, Google Workspace, and On-Premises environments using AvePoint, BitTitan, and native tools.
- Implement two-stage migration strategies (bulk sync followed by technical cutover) for large-scale accounts (60+) to ensure zero data loss.
- Execute post-migration validation including MX, SPF, DKIM, and DMARC verification, and enforce MFA across new environments.
Physical-to-Virtual (P2V) Migration Specialist
- Execute seamless migrations to VMware vSphere and Microsoft Azure, reducing hardware footprints and improving DR capabilities.
- Utilize Azure Migrate and Azure Site Recovery (ASR) for cloud transitions, including test failovers and production cutovers
TECHNICAL PROFICIENCIES
- Networking: SonicWall (Advanced), Fortinet, Cisco, Juniper, Aruba, Ubiquiti; VLAN design, NAT, Site-to-Site VPN.
- Cloud & Identity: Microsoft 365 (Exchange Online, SharePoint, Teams), Azure/Entra ID, Power Platform.
- Virtualization: VMware vSphere/ESXi, Microsoft Hyper-V, Proxmox.
- Backup & DR: Datto SIRIS, Unitrends, Barracuda, Azure Site Recovery.
- RMM/PSA: Atera (RMM), ConnectWise workflows and documentation.
- Operating Systems: Windows Server 2012-2022 (AD, GPO, DNS, DHCP), Linux (Ubuntu, CentOS), macOS.
- Automation: PowerShell, Python, Bash
EDUCATION
BACHELORS DEGREE IN COMPUTER SCIENCE
- Engineered and built a network-enabled security door system with a custom 3D-printed enclosure.
- Integrated LED, LCD, touchpad, tweeter, and motion sensor, controlled by a central microcontroller.
- Programmed the system to actuate a servo for door locking/unlocking and implemented motion detection to activate a screen for PIN input, complete with an audible alarm for enhanced security.
SKILLS AND HOBBY
- FDM & Resin 3D Printing: Proficient in designing and printing functional parts and custom solutions using PETG, PLA, and ABS to repair or create items.
