PROFESSIONAL SUMMARY
Results-driven IT Support professional with 20+ years of experience delivering high-volume hardware and software support across enterprise and multi-site environments. Proven track record supporting organizations ranging from 50 to 5,000+ users across aerospace, energy, healthcare, insurance, media, and transportation sectors. Deep expertise in MDM, Active Directory, Microsoft 365, Google Workspace, endpoint security, cloud computing, network monitoring, and zero-trust security frameworks.
PROFESSIONAL EXPERIENCE
Managed Service Provider | IT Support Specialist | March 2022 – May 2026
Technical Services & Operations
- Part of a team of 3 service desk technicians providing tier 1/ tier 2 IT support to 1000+ users across multiple client sites, serving as the point of contact support for helpdesk requests via remote, phone, and on-site visits.
- Administer Microsoft 365 tenants including Exchange Online, SharePoint, Teams, and MS Teams Voice (Direct Routing) for enterprise telephony.
- Administer Google Workspace for email, Groups, and Google Drive – managing user accounts, shared drives, permissions, and distribution groups.
- Manage, Update and document all client environments, configurations, and procedures using ITGlue. Track and resolve tickets via Autotask PSA.
- Deploy and manage Datto RMM for remote monitoring, automated patching, and proactive endpoint maintenance across all client sites.
- Deploy and manage Immybot for automated software deployment, onboarding workflows, and endpoint configuration across all client environments.
- Engage Datto Support to troubleshoot and resolve BCDR backup issues for servers and devices.
- IT Glue documentation review for completed projects by engineering and project team
Security & Endpoint Protection
- Administer multi-layered endpoint and email security: Blokworx (Deep Instinct + Avanan), SentinelOne, Webroot, Ironscales, and Proofpoint.
- Administer Hook Security for security awareness training – manage user enrollment, monitor campaigns, and generate compliance reports.
- Enforce Zero Trust security policies using ThreatLocker application control and ringfencing across all managed endpoints. Approve application requests and create install policies.
- Manage VPN and perimeter security using ControlOne Cloud Firewall, SonicWall NetExtender, and Fortinet VPN.
Network, Hardware & Device Support
- Troubleshot internet and Wi-Fi connectivity issues for all customers across multiple sites, including network infrastructure, MFA, and network-connected printers.
- Monitor network health and performance across all client sites using Auvik; identify and escalate anomalies proactively.
- Support macOS and iOS devices alongside Windows environments; configure, deploy, and troubleshoot Dell, HP, and Lenovo desktops and laptops.
- Administer Addigy MDM for Apple device fleet management including enrollment, policy enforcement, and remote wipe.
- Support Citrix ShareFile and Workspace for secure cloud file sharing and virtual desktop access.
- Handle hardware setup, deployment, onboarding and offboarding workflows for all users across sites.
- Deliver remote support using ConnectWise, Splashtop, MS Quick Assist, Remote Desktop Connection, and Addigy Remote Control to troubleshoot and resolve end-user issues across all client sites.
- Perform afternoon maintenance review of Datto BCDR and Workstation backups, review Webroot threat reports and review of Ironscales emails flagged by Ai agent.
Insurance Organization | Helpdesk Support Engineer | July 2021 – March 2022
- Delivered helpdesk and remote support to 50-60 users across Cerritos and Sacramento offices, including staff on COVID-19 remote rotation schedules.
- Configured and launched a cloud-based Site Helpdesk ticketing system, onboarding all users and establishing support workflows from the ground up.
- Deployed MFA for all mobile devices using Okta Verify and Cisco Duo; administered the Cisco Duo portal for user and account management.
- Built VMs under the direction of the IT Manager using VMware vSphere 6.7 and assisted with Barracuda Essentials email security management.
- Monitored CrowdStrike Falcon for security incidents and coordinated with CrowdStrike support for analysis and resolution.
- Managed Verizon Business Portal for line activation, suspension, and transfers; configured RingCentral desk phones for all users.
- Supported Office 365, Active Directory, FileMaker Pro, Xerox and HP network printers, and all end-user hardware and mobile devices.
- Used TeamViewer for remote control and support of end-user desktops and laptops across Cerritos and Sacramento offices.
Transportation Authority | Helpdesk Technician | August 2018 – July 2021
- Delivered helpdesk support to 500+ users across 4+ facilities as part of a team of 5 technicians over the phone, remote, and electronic assistance.
- Administered MDM via AirWatch/Workspace ONE and Apple Business Manager; provisioned and deployed devices from Verizon, AT&T, and Sprint.
- Generated Proofpoint Cybersecurity Reports for leadership; managed onboarding/offboarding via Salesforce and asset tracking via Assetworks.
- Configured Jive Phone Admin/JiveGoConnect desk phones, provided AV/conference room support, and rotating after-hours on-call support.
- Used Dameware Remote Control to provide remote desktop support to users across all facilities.
- Provided after hours support on a rotational basis
- Provided First Point of Contact support answering calls and generating and assigning tickets on rotational basis
Healthcare | Desktop Support Analyst | April 2018 – July 2018
Short-term contract
- Supported 2,500+ users across headquarters and offsite locations; imaged Dell systems via SCCM PXE/WDS and pushed post-image applications.
- Supported MS Office 2013, VDI, Citrix, NexGen, and developer tools (SQL, Visual Studio, Adobe CC/CS); used SCCM Remote Control for remote troubleshooting; managed hardware inventory and refresh queue.
- Performed refresh project of Windows 8 to Windows 10 desktops and laptops
Healthcare | Support Analyst | March 2018 – April 2018
Short-term contract
- Supported 1,500+ users across the United States as part of a 4-person team managing a large-scale Exchange-to-Office 365 migration.
- Used PowerShell to migrate mailboxes, grant permissions, enable ActiveSync, and resolve post-migration connectivity and profile issues across the U.S.
Energy Company | Desktop Support Analyst | January 2017 – February 2018
- Provided phone and on-site support for 1,800 users; led Windows 7-to-10 upgrade initiative and supported Office 2010/2016/O365 transitions.
- Managed smart badge and certificate issues, user relocations, helpdesk voicemail SLAs, installation documentation, and OneDrive end-user training.
Aerospace Research Organization | Senior Support Analyst, Level 3 | January 2005 – September 2016
- Part of team of 12 helpdesk technicians in call center environment that took 200-400 calls a day
- Delivered Level 1, Level 2 and Level 3 support across a 5,000-device multi-platform environment, earning four promotions from Field Support Analyst to Senior Level 3.
- Administered Active Directory, supported Citrix VDI, Mac/Parallels environments, and Druva backup; trained helpdesk and field teams on applications.
- Provided VPN/RAS support for foreign national personnel and managed mobile device setups across iOS and Android platforms.
- Used Bomgar (Beyond Trust Remote Support) and Remote Desktop Connection for remote troubleshooting of Windows and macOS issues across the 5,000-device environment.
- Answered users’ issue over instant messaging platform and generated tickets in BMC Remedy
- Supported user remotely in other countries who worked on projects such as the Mars rover project Spirit and Opportunity and Curiosity
- Created NetApp users via power shell and provided access to X – drive
EDUCATION
Bachelor of Science in Telecommunications Management
CERTIFICATIONS
Datto RMM Certificate
Issued May 2022
HONORS & AWARDS
Group Achievement Award
Issued Jul 2013
Certificate of Appreciation
Issued Dec 2009
CORE SKILLS
Operating Systems
- Windows 7/8/10/11 macOS 13 – 26.1
- iOS 26.1
M365 Administration
- Exchange Online, SharePoint, Teams, Teams Voice
Google Workspace
- Gmail, Groups, Drive, Shared Drives, Admin Console
Directory Services
- Active Directory, ADManager, Azure AD, MS Entra
MDM
- AirWatch / Workspace ONE, Apple Business Manager, Addigy MDM, MS Intune
Imaging / Deployment
- SCCM, PXE/WDS, Datto RMM, Immybot
Virtualization / Cloud
- VMware vSphere 6.7, Citrix Workspace & ShareFile, Parallels, VDI, RDS
Endpoint / EDR
- SentinelOne, CrowdStrike, Blokworx (Deep Instinct), Webroot, Symantec, PGP
Email Security
- Avanan, Ironscales, Barracuda, Proofpoint
Security Awareness
- Hook Security
Zero Trust
- ThreatLocker
MFA
- Microsoft/Google Authenticator, Okta Verify, Cisco Duo
VPN / Firewall
- ControlOne, SonicWall, FortiClient, Cisco AnyConnect, GlobalProtect, Juniper
Network Monitoring
- Auvik
Remote Support Tools
- ConnectWise, Splashtop, MS Quick Assist, RDC, Addigy Remote, Bomgar (BeyondTrust), SCCM Remote Control, Dameware, TeamViewer
Backup / BCDR
- Datto BCDR, Veeam, Druva, Tivoli, OneDrive
Ticketing / Docs
- Autotask PSA, ITGlue, ServiceNow, Remedy, SiteHelpdesk, FileMaker Pro
Conferencing / Phones
- Zoom, WebEx, Teams, Crestron, RingCentral, Jive / JiveGoConnect
Hardware
- Dell, HP, Apple, Lenovo (desktops, laptops, mobile)
AI Tools
- Claude AI, Chat GPT
