The MSP Everyman / Bridging Tech, Projects, and Leadership

VISIONARY IT LEADERSHIP & TRANSFORMATIVE SERVICE: 20+ YEARS EXPERIENCE

• A strategic technology executive with extensive expertise in system administration, network engineering, and IT service management, I have consistently delivered mission-critical solutions across diverse enterprise landscapes. My leadership transforms complex technological challenges into innovative operational strategies for Fortune 500 companies, government agencies, non-profits, and startup environments. Leveraging comprehensive skills in ITIL frameworks and strategic leadership, I craft holistic technology solutions that resolve immediate challenges while positioning organizations for long-term technological advancement.
• Throughout my career, I have been recognized for transforming technological landscapes, empowering high-performing teams, and driving measurable organizational success. My key strengths include IT infrastructure design, technology road mapping, business continuity planning, and cross-functional leadership. Committed to continuous improvement and technological innovation, I thrive in dynamic environments where strategic thinking and adaptable leadership converge to achieve exceptional outcomes, consistently bridging technological capabilities with strategic business vision.

KEY SKILLS & PROFICIENCIES

CATEGORY PROFICIENCIES

Technical: IT infrastructure management, System administration (Windows, MacOS, Linux), Azure, Office 365, Virtualization, MDM, Active Directory, GPO Admin, VLAN configuration, firewall management, endpoint security, patch management, disaster recovery planning, ITSM tools (ServiceNow, Remedy), LAN/WAN/WIFI/NOC, Cloud Admin. Server Rack Management.

Software: Windows Server 2016-2022, Windows OS, MAC OS, Microsoft Office 356 Suite, MS Teams, Google Workspace Administration, SharePoint ServiceNow, VMWare, HyperV, vSphere Hypervisor (ESXi), Jamf, AirWatch, SCCM, Cisco AnyConnect VPN, WDS, Azure AD, CRM/ticketing platforms, backup/recovery solutions, MS Intune, Adobe Creative Ste.

Hardware: Cisco routers/switches, Aruba switches, WatchGuard firewalls, VoIP phones, network racks, wireless access points, surveillance systems, (Trouble shooting) PC, desktops, laptops, mobile devices, Audio/Video, Phone Systems

Soft Skills: Problem-solving, customer service, communication, collaboration, adaptability, mentoring, conflict resolution.

Management: IT project coordination, SLA compliance, account management, lifecycle management, strategic planning, onboarding, Business Reporting, vendor management.

Analytical: Problem Solving, Root cause analysis, capacity planning, KPI tracking, compliance auditing.

MSP Tools: ZOHO CRM, Zendesk, Kaseya VSA, ITGlue, ConnectWise, SolarWinds, Auvik, Citrix Endpoint Management, TeamViewer

PROFESSIONAL EXPERIENCE

MSP (2022-Present)
IT Service Delivery Manager System Administrator

• Directed executive communication, presenting technology strategies and performance reports to align IT initiatives with business goals.
• Led client onboarding to ensure proper technology fit and seamless integration. Developed technology roadmaps and strategic IT plans to support scalability, optimize IT spend, and resource allocation. Monitored IT performance, delivering key metrics to maintain service level standards. Managed business continuity and disaster recovery, including data protection strategies. Oversaw IT projects and vendor relationships, ensuring timely and budget-friendly implementations. Spearheaded innovation and futureproofing by introducing cutting-edge technologies to enhance client competitiveness and efficiency.
• Led the development and enhancement of the MSP stack, including RMM, endpoint security (antivirus, EDR), network monitoring, backup and recovery, patch management, ticketing system, PSA, CRM, and quoting/invoicing systems, enabling comprehensive management of client IT infrastructure.
• Drafted, authored and implemented an MSP Marketing strategy plan targeting small to mid-sized businesses (SMBs) using a focused, multi-channel approach to establish authority, recognition and brand/name awareness that will reach the decision- makers within our target market and create opportunities for sales and MSP Services increasing client acquisition by 20% in 6 months.
• Collaborated with stakeholders and client leadership to deliver IT services aligned with SLAs, driving client satisfaction and operational efficiency.
• Implemented industry’s best practices to optimize service delivery, enhance product quality, and improved client retention by 30% by improving client relationship and engagements with department heads and C-level employees.
• Provided strategic technical guidance to the technical team, oversaw network support, and developed innovative service solutions to meet evolving client needs.
• Played a key role in shaping contract agreements and lifecycle renewals and refresh projects to expand services and ensure alignment with client expectations.
• Improved call center/ tier 1 data gathering process leading to 20% improvement of first level resolutions.

MSP same above (2022-Present)
Systems Administrator

• Managed and resolved IT infrastructure tickets, providing both remote and onsite support for installation, configuration, and updates of hardware and software systems, ensuring system reliability, performance, and security.
• Monitored networks, managed user accounts and access, and implemented security protocols to safeguard systems and prevent vulnerabilities.
• Designed and implemented network configurations to ensure compliance with security policies, minimize downtime, and enhance overall system resilience.
• Provided technical support and maintained backups and disaster recovery processes, automating routine tasks to improve efficiency and system performance.

Well Known MSP (2021-2022)
Network Consultant (Remote/Offsite)

• Provided autonomous onsite and remote network consulting and systems administration support for 6-9 client accounts in DC metro area.
• Acted as primary Network Consultant Engineer, managing daily operational network and user support, taking ownership of service requests and technical challenges.
• Managed multiple on-premises and Cloud networks concurrently, offering technical server and network support to assigned customers.
• Served as in-house IT advisor, researching and recommending new technologies to support client growth.
• Administered Office 365, on-premises servers, Azure cloud, and security systems, utilizing proactive monitoring to troubleshoot and resolve network issues.
• Conducted scheduled network maintenance, backups, and aided in project implementations at client sites.
• Maintained daily communication with clients, users, and management teams, ensuring effective collaboration.
• Demonstrated strong business acumen by exceeding client expectations and completing tasks under budget.
• Installed and configured network rack, fiber, server, router firewall, switch, storage, Wi-Fi, A/V, surveillance, intrusion detection and, VOIP communication systems on multiple client sites and offices.
• Conducted meetings and one on one discussions with stakeholders, department leads, clients, and maintained and managed vendor SLAs and agreements.

MSP (2019-2021)
Business Analyst

• Analyzed sluggish Helpdesk operations which led to redeveloping SLAs and implementing a new software ticketing solution that used industry best practices and ITIL protocols to increase resolution/close efficiency by 25%.
• Improved and optimized service delivery and customer satisfaction through effective communication and team development.
• Developed strategic IT lifecycle plan for customer service delivery, focusing on capturing success criteria and reporting resolutions of nagging operational issues.
• Built customer engagement strategies to improve technical, business, and organizational alignments.
• Marketed and implemented hardware and software solutions resulting in a 20% increase in closing client sales.
• Managed and conducted training and coaching sessions with technical team members resulting in 30% improvement in ticket closing times.
• Collaborated with operational delivery teams to meet or exceed service level agreement goals in 4 consecutive quarters.
• Gathered customer feedback to enhance service delivery and tracked KPIs and SLA outcomes.
• Conducted risk and trend analysis to mitigate technology-related risks and wrote summary recommendations.
• Prepared executive summary reports and presented QBRs to assigned clients and Executives.

Leidos (2018 – 2019)
Systems Administrator/ Team Lead / Project Coordinator

• Directed Windows and System Deployment teams, overseeing system imaging process, configuration management, and rollout projects schedules for incoming and outgoing Congressional Members and senior House staff.
• Conducted daily meetings and briefings with Congressional Chief of Staff to plan logistics, inventory audits, and technical support services and coordinated duties and schedules with teams.
• Coordinated system setup project schedules, takedowns, and reconnections of technical equipment and computer systems.
• Managed Active Directory, network access, mobile devices, and security services for the House of Representatives Network LAN.
• Maintained and updated deployment schedule in collaboration with Lead Project Manager and IT teams.
• Administered Windows Deployment Services (WDS), Active Directory Services, and Windows Group Policy to configure and manage user PCs on the network.

IT Company (2018-2018)
Network Engineer/ Client Support Liaison

• Provided network performance monitoring and technical support for HMS Clients, acting as a liaison between Sr. Network Architects and Engineering teams.
• Monitored performance and connectivity of Point of Sale (POS) Kiosks and Kitchen Display Stations (KDS) across airports and travel stations in America and Canada using SolarWinds Orion Network Performance Monitor.
• Managed and monitored network switch and port activities to ensure reliable communication and uptime.
• Installed and configured Cisco, Aruba, and WatchGuard routers, switches, and firewalls.
• Configured network ports and VLANs for newly deployed devices on network switches.
• Analyzed and resolved complex trouble tickets related to VLANs, trunking, spanning tree, and IP address protocols.
• Developed and tested firewall documentation for WAN and Cloud infrastructures, implementing firewall rules for packet filtering, stateful inspection, and network address translation.
• Provided technical solutions and documentation for network switch problems, including port, VLAN configuration and security.
• Maintained an updated Firewall Exception Whitelist to manage device access across switches and VLANs.
• Created, updated, and reviewed network typologies and system architecture diagrams.

MSP (2017-2018)
System Administrator

• Served as Tier 2&3 IT Service Desk support technician, resolving inbound support requests and facilitating solutions for internal customers.
• Maintained current knowledge of Mac and Windows systems, implementing best practices and configurations.
• Managed, monitored, secured, and optimized Desktop and Mobile Devices using SCCM, Jamf, and AirWatch.
• Assisted users with VPN, login, and remote network/file access troubleshooting.
• Provided strategic planning and implementation for Windows 10/Mac OS and Office 365 migrations to Azure Cloud Services.
• Managed ongoing project task and assignments for O365 Cloud integration, Virtual desktop deployment, and PC upgrades.
• Migrated on-premises Windows servers, VMs and Databases to Azure Cloud Services.
• Improved employee application experiences by testing new releases and researching software satisfaction.
• Conducted new-hire system imaging and configuration, and managed IT onboarding and offboarding processes.
• Collaborated with Network Team members and subject matter experts on projects and IT initiatives.
• Maintained documentation processes and implemented new methods for various IT systems.
• Researched and documented resolution protocols for LANs, WANs, servers, and data communication systems.
• Senior technical contact for Tier 1 & 2 Call Center and Helpdesk Services regarding Office 365 integration and migration.

Marriott International (2016-207)
Sr. Executive Support Engineer

• Provided dedicated deskside & remote support for C-Level Executives and VIPs, ensuring prompt resolution of technical issues.
• Coordinated with suppliers and internal IT teams for equipment installation, configuration, and troubleshooting.
• Assisted with server-related tasks including end-user rights, access, security, and services.
• Troubleshot network access, Active Directory, and Exchange services for end-users.
• Conducted local and remote troubleshooting for Windows 10, macOS, and Microsoft Office 365 on various systems.
• Served as a key engineer for Server, VM and Exchange planning and preparation to Azure Cloud and O365 Migration.
• Managed enrollment project of Apple/Android mobile phones, handheld and laptop devices for MDM via Airwatch.
• Cultivated strong relationships with vendors and end-users to facilitate efficient support.
• Assisted with IT project management, software upgrades, and process improvement initiatives.
• Documented and developed troubleshooting procedures to streamline activities.
• Served as primary point of contact for major incidents and provided on-call support as needed.

Energy Company (2016-2016)
VPN Project Manager/ VPN Engineer

• Managed and coordinated with Network and Desktop teams to integrate Cisco AnyConnect VPN software with network components, ensuring secure access from any device, resulting in a 49% drop in VPN failure Tickets.
• Created test plans and scripts for successful remote VPN access, based on QA requirements and user acceptance criteria.
• Conducted comprehensive VPN testing, including system integration, regression, automation, and analysis of test results.
• Reviewed Help Desk processes for desktop system installation and configuration, developing new test plans and scripts to resolve software and system issues.
• Collaborated in meetings with IT team and stakeholders to refine project plans and define requirements for mobile software implementation and VPN server customization.
• Compiled and revised documentation for Help Desk and Mobile support knowledgebase, facilitating efficient troubleshooting.
• Completed enterprise rollout and project plan for VPN upgrades on desktop and mobile devices, successfully delivering the new project rollout plan and redeploying Cisco AnyConnect VPN software upgrade throughout the organization.

College Board (2013-2015)
Systems Administrator/ Site Lead

• Led successful equipment stand down, move, and stand up for 75 onsite employees during office relocation, ensuring seamless operations.
• Completed testing and connected network infrastructure for Washington office, including LAN drops, wireless access points, VoIP phones, cameras, video conferencing systems, and printers.
• Deployed ITSM tool (ServiceNow) and implemented ITIL processes, policies, and procedures at new office location.
• Researched and implemented corrective IT plans and policies based on ITIL best practices.
• Developed and deployed new procedures for software/hardware upgrades, rollouts, migrations, and system images.
• Upgraded system image of 150 laptops and desktops to Windows 10 and MS Office 2013.
• Coordinated IT support and business requirements for Washington office, collaborating directly with department directors.
• Onboarded and trained new IT analysts, reducing training time by 1 week.
• Conducted weekly staff meetings to drive collaboration on key IT projects.
• Supervised implementation of Comcast Xfinity Cable TV and office A/V system.
• Lowered outsourced service costs by 23% through contract renegotiation and vendor consolidation.
• Upgraded 150 Cisco 7961 VoIP phones to 8861 series and migrated to Cisco Unified Communications Manager 10.0

TECHNICAL CERTIFICATIONS

• Google IT Support Professional Certificate (In Progress)
• CompTIA A+ Certified Service Technician
• CompTIA Security+
• CompTIA Network+