Professional Summary
Proven IT professional with extensive experience in technical solutions, team leadership, technical sales engineering, and strategic planning. Seeking a sales or management role to leverage expertise in infrastructure design, IT security, team building, and process optimization to drive organizational success.
Significant accomplishments
- Architected SMB network solutions that significantly reduced attack surfaces, securing highly vulnerable new client environments from potential cyber threats.
- Maintained a perfect record of zero breaches for 2.5 years, ensuring no cybersecurity incidents occurred for new MSP clients during this period.
- Reduced clients’ vulnerability to cyber threats by 41% through the implementation of advanced firewalls, intrusion detection systems, regular security audits, and user training.
- Led successful migrations of 25+ SMB clients to secure cloud environments, increasing operational efficiency and reducing the risk of local data breaches.
- Enhanced client network security by conducting comprehensive penetration tests, Wi-Fi surveys, and network assessments, resulting in a 35% reduction in security vulnerabilities across all managed client networks.
- Improved ticket documentation quality account wide increasing contract adherence related to priority
- 2 and 3 ticket SLA breaches by 9% through reoccurring web-based technician training (50+ Technicians)
- Achieved 98% Technician compliance for weekly IT rounding at 4 hospitals and 31 off-site locations
- Collaborated with Physicians/Clinical Staff, Hospital Administration, and vendors to develop and implement safe work from home solutions during the COVID-19 pandemic/lockdown
Work Experience
MSP (2022-2025)
Senior Technical Sales Engineer
- Designed and implemented IT infrastructure solutions tailored to SMB client needs, ensuring scalability and security.
- Led technical training initiatives, enhancing client and staff knowledge through webinars and live training sessions.
- Conducted penetration testing and Wi-Fi surveys, and network assessments, providing actionable recommendations to optimize productivity, security, and connectivity.
- Partnered with sales team and engineering team to align technical and sales strategies with business objectives, driving client satisfaction and generating revenue growth.
Healthcare (2019-2022)
Senior Technical Analyst – Field Technician Senior Associate
- Create reports to track aging tickets, SLA compliance, vendor projects, and labor utilization
- Round hospital units weekly to proactively address unreported IT issues ensuring continuity of service for patients
- Develop Knowledge Base articles and updates for common and uncommon IT issues, for use by technical support staff
- Train new associates to internal processes and best practices, including using the ticketing system, searching the Knowledge Base for solutions, and providing C level support
- Remote and on-site support for over 4500 devices on hospital campus and at off-site locations
- Assist with Networking, Telecom, Biomed, and vendor projects as an on-site smart hands resource
Floral Company (2016-2019)
Sales Support Lead – Tier 2 Senior Field Support Technician
- Assess new retail locations for Windows based POS systems (Point of Sale), back-office solutions, and network equipment needs
- Train new customers and associates on the proprietary POS system and using Windows 10
- Remote support for 10,000 retail locations including POS, Windows 10, and network equipment
- Create KPI reports and Knowledge Base Articles, track aging tickets, process equipment RMA
Lifetime Fitness (2014-2015)
Technical Support/Technical Writer & Sales Support
- Assess new gym needs for Wi-Fi access points, Windows based fitness equipment, and entertainment
- Provide Sales/Technical Support to new and perspective gyms for fitness equipment, Windows devices, and network equipment
- Write manuals for new IT equipment set up including Windows based cardio and entertainment equipment
- Provide sales demo IT equipment, RMA or bill gyms for equipment post demo period
Skills
- Sales Support (3 years)
- Technical Writing (1 year)
- Desktop support (10+ years)
- Asset management (5 years)
- Active Directory (3 years)
- Azure (2 years)
- Identity & access management (Less than 1 year)
- AI (1 year)
- Computer hardware (10+ years)
- CRM software (5 years)
- EMR systems (3 years)
- Network installation (1 year)
- Help desk (5 years)
- VMWare
- Power BI
- Cloud infrastructure
- Citrix
- Continuous improvement
- Research
- IT sourcing
- Conflict management
- IT support
- ServiceNow
- Visio
- LAN
- IaaS
- PaaS
Certifications and Licenses
Microsoft Azure AI Engineer Associate
June 2021 to June 2023
- Earning the Azure AI Engineer Associate certification validates the skills and knowledge required to build, manage, and deploy AI solutions that leverage Azure Cognitive Services, Azure Cognitive Search, and Microsoft Bot Framework. Candidates understand the components that make up the Azure AI portfolio.
CompTIA A+
July 2020 to July 2023
- Earners of the CompTIA A+ certification are proven problem solvers who are able to perform critical
- IT support tasks including device configuration, data backup and recovery, and operating system configuration. CompTIA A+ certified professionals have demonstrated baseline security skills for IT support roles and are able to detect and remove malware, address privacy concerns, and troubleshoot core service challenges.
Microsoft Azure AI Fundamentals
November 2020 to Present
- Earners of the Azure AI Fundamentals certification have demonstrated foundational knowledge of machine learning (ML) and artificial intelligence (AI) concepts and related Microsoft Azure services.
Microsoft Security, Compliance, and Identity Fundamentals
October 2021 to Present
- Earners of the Security, Compliance, and Identity Fundamentals demonstrate a functional understanding of security, compliance, and identity (SCI) across cloud-based and related Microsoft services.
Microsoft Azure Data Fundamentals
January 2021 to Present
- Earners of the Azure Data Fundamentals certification have demonstrated foundational knowledge of core data concepts and how they are implemented using Microsoft Azure data services.
Microsoft Azure Fundamentals
August 2020 to Present
- Earners of the Azure Fundamentals certification have demonstrated foundational level knowledge of cloud services and how those services are provided with Microsoft Azure.
IBM Enterprise Design Thinking – Team Essentials for AI
November 2020 to Present
- This badge earner has demonstrated proficiency in using Enterprise Design Thinking concepts and activities to design responsible artificial intelligence systems with intention and a focus on people.
- Class D
- ITIL Certification
