Professional Summary
Loyal, hardworking IT professional and family man with 15 years of experience with various systems in some highly complex environments. I take tremendous pride in my work, and I enjoy the challenges of troubleshooting an issue to find a resolution. I would consider myself an excellent teammate and teacher, one who is very flexible, self-sufficient and always ready to tackle any new challenges.
Skills
- 12 Years of experience working with VMware virtual environments for a large CSP and MSP
- 15+ years of deploying, configuring and troubleshooting Microsoft Server (2003-2022) and Windows Desktop software (Windows 7, Windows 10)
- 11 years of working with and troubleshooting Microsoft Exchange systems. Mostly in an on-prem environment since I worked for a SaaS hosted mail provider. I have limited work with O365, but I am certain I can adapt.
- 12 years working with various backup solutions
- Familiar with update processes for Microsoft, Dell and VMware products
- I have excellent phone and communication skills including email and video chat.
- Excellent troubleshooter willing to work issues to a final resolution.
- Great teammate that is always willing to assist anyone
Experience
MSP (2017-2025)
Specialist II – Operations Infrastructure
- Led the overnight afterhours shift in our Operations Infrastructure engineering team for Ricoh’s cloud services. In my role I was the point of escalation for any afterhours issues including any sev 1 escalations or issues from our NOC.
- As a CSP we offered IaaS with a mix of both public, private and hybrid cloud deployments. Utilizing VCloud Director to build out and manage all customers environments.
- Ongoing tasks include being responsible for keeping all internal and private cloud systems up to date with the latest VMware (Broadcom) security patches. This includes both VCenter and ESX hosts running on 7.0.3 & 8.0.3. Right before my exit I was in the process of upgrading all VCenter and host systems to vSphere 8.
- Worked cases that came in or didn’t get handled during the day. I am familiar with using ServiceNow for cases, change controls and tasks.
- Worked with backup solutions VEEAM, Carbonite Evault, Dell Appsync, Dell Avamar
- Worked with configuring and troubleshooting virtual networks on the infrastructure side. Most network related cases were routed to our NetOps team.
- We utilized VCDA VMware Cloud Director Availability to offer a DRaaS service for our customers. I was responsible for daily checks to make sure all servers in each region were replicating with their peers and troubleshooting any RPO violations.
- I worked with hardware/software vendors to resolve issues that we could not resolve in house and creating detailed how-to documents to share with my team after working through and resolving.
- Familiar with running bash commands and scripts in Linux. Although we had a dedicated Linux/Unix team for most customer issues.
- By far I am not an experienced expert, but if it is required, I will take courses to further educate myself and get more familiar with it.
- Served as the rotational weekly on-call.
Same MSP above (2013-2024)
Exchange Systems Admin/SAAS
- Provided excellent Level 2/Level 3 backend support for our SaaS Hosted Exchange and SharePoint environments. Assisting all afterhours support in troubleshooting various connection and mail delivery issues.
- Experience troubleshooting DNS related issues for customers
- Experience working with and troubleshooting various Active Directory issues including proper group memberships and permissions
- Primarily responsible for installing all security patches, cumulative updates on all systems.
- Worked primarily with Microsoft Exchange Server 2003, 2010, 2016 until EOL of our services.
- SharePoint versions I worked with were 2007, 2010 & 2013
- Rotational on-call for these services
Same MSP above (2012-2013)
NOC Level 1
- Took calls and created cases on a Tier 1 and sometimes Tier 2 level for our NOC. Troubleshooting various issues and assuring proper routing to the correct teams.
- Worked with customers on completing updates on their various servers.
American University (2010-2012)
Desktop Support Specialist
- General desk-side Hardware and Software troubleshooting
- Took calls and case requests for both staff and professors.
- Troubleshooting printer network and driver issues.
- Backup and imaging of computers using ghost cloning and backup tool
Education
- CompTIA Certification 2025
- Cloud + certification in progress. Completed training and should be able to test at the end of this month
