SUMMARY OF QUALIFICATIONS
Results-driven IT professional with a decade of experience in managed service environments, specializing in cloud services, network infrastructure, and cybersecurity. Proven track record in leading technology projects, managing high-performing teams, and developing strategic IT solutions that align with business objectives. Seeking a challenging leadership role to leverage my technical expertise and management skills to drive innovation, enhance operational efficiency, and contribute to the success of a forward-thinking organization.
AREAS OF EXPERTISE
- Network Security Tools & Practices, Multifactor Authentication, Endpoint Protection/Logging, Firewall Management, RDS
- Management, VMware Management, Ticket Queue Management, Cloud Management & Security, Secure
- Messaging/Communication
EDUCATION & PROFESSIONAL TRAINING/CERTIFICATE
- Bachelor of Science, Management Information Systems (expected 2027)
- CompTIA Security+
PROFESSIONAL EXPERIENCE
MSP (2014-2025)
Director of Technology/vCIO (2022 – 2025)
- Spearheaded all aspects of clients’ strategic planning, architecture design, coordination, and management, ensuring alignment with business objectives.
- Conducted comprehensive assessments and provided actionable recommendations to shareholders, focusing on solutions to evolving business needs and enhancing infrastructure and security posture.
- Managed all change management processes within clients’ environments, ensuring smooth transitions and minimal disruptions.
- Led quarterly technology business reviews with shareholders, providing insights and updates on IT initiatives, performance metrics, and strategic direction.
- Collaborated closely with project managers and clients to ensure the successful execution of all technology initiatives, delivering projects on time and within budget.
Escalation Manager (2019 – 2022)
- Acted as the lead and final escalation point for senior engineers, directly addressing client and technician issues, ensuring timely and effective resolution.
- Leveraged extensive experience with ITIL processes and service desk management to optimize support operations.
- Developed and maintained comprehensive escalation processes and documentation, including SOPs, on-call rotations, and solutions for common issues, driving SLA compliance and team productivity.
- Assisted in patching security vulnerabilities on core networking devices, including FortiGate firewalls, Cisco Meraki switches, and wireless access points.
- Ensured compliance across helpdesk ticket queues, asset management, Active Directory, and network and endpoint security protocols.
- Supported the management of security applications such as BitLocker Administration and Monitoring, Cisco Umbrella, Microsoft & Duo MFA, Huntress Endpoint Protection, and Arctic Wolf EDR/MDR.
- Engaged and managed vendor relationships, fostering collaboration to deliver exceptional support to clients.
Senior Engineer (2014 – 2019)
- Conducted root-cause analysis by assessing clients’ infrastructure and reviewing ticket trends to identify and address underlying issues.
- Collaborated with the team to prevent recurring tickets, driving the development of comprehensive documentation.
- Maintained the health of infrastructure devices, including ESXi hosts, virtual machines, and operating system images in MDT and WDS.
- Served as the resident subject matter expert in Azure Windows Virtual Desktop (WVD), providing specialized knowledge and support.
- Performed quarterly evaluations and assessments of clients IT infrastructure, ensuring optimal performance and alignment with business needs.
