Professional Summary
- Azure Certified Expertise in Microsoft Entra, Office 365, and Microsoft admin management.
- Seven years of experience working in multiple tiers of IT Support.
- Well versed in communicating complex technical concepts to non-technical users, providing insights and recommendations.
- Experienced in leading technical teams.
- Managing relationships with multiple end users and organizations.
- Maintaining strict project schedules.
- Created and Maintained documentation databases.
- Experience working with Remote desktops and VMWare Horizon.
- Lead software deployment campaigns to 100+ workstation departments.
- Expertise in Domain Controller and Azure Active Directory management.
- 98% satisfaction rating from user reviews. SmileBacks
- Excellent Team player with good interpersonal, technical communication skills.
Technical Skills
- Cloud: Azure, Entra, Intune, Office365, Dropbox, OneDrive, SharePoint
- Ticketing Systems: Zendesk, ConnectWise, Salesforce, ServiceNow
- SaaS Google Workspace, Teams, Zoom, Slack, VoiP Providers
- Server Management: Windows, Linux, Backup/Disaster Recovery ( Azure backup and Veeam )
- OTHERS: PowerShell scripts, C, Hardware Repair, Network troubleshooting,
- OS: Windows, Linux, MacOS
Professional Experience
MSP (2022-Present)
Tier 2 – Team Lead
- I supported multiple companies as customers. Server Management,
- Workstation Management, Network Management, Software
- ROLE SPECIFIC SKILLS management.
- Examples: Preservation of Affordable Housing, Lewiston Housing,
- Hope and Help Clinic.
- Roles and Responsibilities:
- Lead a team of 6 to manage the IT needs of our customers.
- Provide technical solution and to new issues as they arise. Implemented a server storage audit schedule.
- Created and fine tuned the New Hire/Termination process. My team was tasked with creating new users accounts and update their required software access.
- Tracking network status through Meraki and Unifi. Running line tests, boosting router signals, testing switch ports, firewall troubleshooting.
- Expertise working with Windows and MacOS workstations.
- Implementing company wide software solutions. Tracking those software implementations to ensure license stability.
- Onsite hardware repair. Troubleshooting workstations to ensure user uptime. Troubleshooting and repairing printers.
- Recovering deleted files using Azure Backup File Recovery.
- Creating documentation to standardize processes across multiple customers.
- Leading and mentoring a team of IT professionals.
University (2021-2022)
Technical Support
- Customer Service, Hardware repair, VMware management, Student
- PROJECT SPECIFIC SKILLS Specific software management (Photoshop, Protools), MacOS repair
- Roles and Responsibilities:
- Working directly with students with little technical skills to troubleshoot and repair software and hardware issues.
- Tool management. My team would track and process the hardware deployments for students.
- Repairing classroom equipment. Computers, projectors, workstations, printers.
- Managing time to handle tickets efficiently
Employment History
IT Admin – Tier 2 – IT company 2022 – Current Date
Technical Support University 2021 – 2022
Technical Specialist – Geek Squad 2019 – 2021
