Dedicated IT Support Specialist with 10+ years of experience in an MSP environment delivering Level 1 and Level 2 support across Windows, macOS, and mobile environments. Skilled in troubleshooting hardware, software, networking, and cloud services with a focus on Microsoft 365, Azure/Entra, and Intune administration. Experienced supporting SMBs, non-profits, and VIP users in both onsite and remote settings. Strong background in audio/visual and conferencing equipment setup, ensuring smooth user experiences. Additional experience with network upgrade projects provides broader value and flexibility for employers.
Experience
MSP (2015-Present)
Desktop Support / Systems & Networks Administrator
- MSP serving small to mid-sized businesses, non-profits, law firms, financial services, healthcare offices, and
- VIP/residential clients across New York City.
- Resolved desktop, laptop, and mobile device issues across Windows, macOS, iOS, and Android.
- Provisioned new user accounts and managed lifecycle tasks in Azure AD, Intune, and Microsoft 365.
- Installed, configured, and maintained workstations, peripherals, network equipment, and AV/conferencing hardware.
- Troubleshot LAN/WiFi, VPN, and printer connectivity issues.
- Enrolled devices in Intune and applied compliance policies.
- Delivered patching, updates, and antivirus remediation.
- Supported VoIP and unified communications platforms (Mitel, RingCentral, Teams Rooms).
- Managed virtualization platforms (VMware, Hyper-V) for test and small-scale production environments.
- Provided remote support via RDP, LogMeIn, Datto.
- Documented fixes in ticketing systems (ConnectWise, Atera) and created knowledge base articles.
- Deployed on-site from a central MSP hub, traveling to customer offices and residences across NYC.
- Acted as embedded IT technician for the New York branch of a transatlantic firm, providing daily desktop support and coordinating with overseas IT teams.
- Trained users on Microsoft 365 apps and AV equipment.
- Acted as IT advisor to execs and decision makers – assessed business needs, proactively recommended solutions, and improved long-term technology planning.
IT Company (2024-2025)
Network Consulting Engineer
- Part-time project engagement providing additional expertise on client infrastructure upgrades.
- Led upgrades of legacy network infrastructure to next-generation Fortinet security appliances – improved client security posture and network performance.
- Conducted site surveys and assessed existing environments – identified bottlenecks and guided upgrade strategies.
- Installed and configured networking hardware during scheduled maintenance windows – minimized business disruption.
- Provided Tier 2 troubleshooting and post-install support – ensured stable operations and knowledge transfer to client teams.
- Documented new network topologies and procedures – enabled consistent standards and easier future support.
- Selected Project Highlight: Enabled remote work for multiple SMB clients during COVID-19 – deployed remote access and collaboration tools under urgent timelines, ensuring business continuity with minimal downtime.
- Remediated vulnerabilities identified during a critical security audit for a major NYC law firm – strengthened security posture and preserved regulatory compliance.
- Investigated and documented a phishing breach for a corporate client – produced a forensic report that earned commendation from law enforcement for clarity and thoroughness.
- Implemented a compliant Microsoft Teams environment for a financial services firm – integrated Azure AD role-based access, geofencing, and MFA to meet strict security requirements.
- Executed a full OS and software upgrade for a remote office in China – overcame international connectivity barriers to complete the rollout successfully.
- Restored critical business data and services after multiple client hardware failures and environmental disasters – achieved full recovery with minimal operational disruption.
Education
- Bachelor of Science in Computer and Information Science / Minor in Cognitive Science
Certifications
- CompTIA Network+
Skills
- End-User Support: Windows, macOS, iOS, Android Imaging & deployment Hardware/software troubleshooting
- Cloud / SaaS: Microsoft 365, Teams, Azure AD / Entra, Intune Google Workspace
- Networking: TCP/IP, LAN/WiFi troubleshooting, VPNs, DHCP, DNS, VLANs Firewalls (SonicWALL, UniFi, Fortinet)
- Virtualization: VMware, Hyper-V
- Audio/Visual/VoIP: cloud telephony (Mitel, RingCentral), conferencing hardware (Teams Rooms, Zoom Rooms) AV setup & troubleshooting
- Tools: Remote access (LogMeIn, Datto, SolarWinds), ticketing (ConnectWise, Atera), antivirus & backup utilities
