PROFESSIONAL SUMMARY
Experienced IT Support and Systems Administrator with over a decade of hands-on experience in business and academic settings. Experienced in end-user support, infrastructure maintenance, system deployment, and network setup on Windows, macOS, and mobile platforms. Proven experience managing Microsoft 365, Active Directory, VMware, and SaaS technologies in hybrid settings. Capable of addressing Tier I-IV technical difficulties, updating IT asset inventories, and delivering secure, compliant technology solutions. Reliable coordination with suppliers, support for audiovisual systems, and consistent documentation and service desk operations.
CORE COMPETENCIES
- End-User Support, Microsoft 365 Administration, Active Directory Management, Windows & macOS Environments, Network Configuration, Hardware & Software Troubleshooting, Imaging & Deployment, SaaS Application Support, Virtualization (VMware/Hyper-V), A/V Systems Support, Remote Desktop Tools, Service Desk Operations, IT Asset Managemen, Mobile Device Management (Intune, Meraki), Ticketing Systems (Spiceworks, AutoTask, ConnectWise) VoIP Configuration & Support, Printer & Peripheral Maintenance Security & Compliance Support Documentation & Knowledge Base Management Google Workspace Administration
PROFESSIONAL EXPERIENCE
MSP (2019-Present)
Sr. Systems Engineer
- Deliver onsite and remote Tier I-IV support for a portfolio of 30 organizations, including NGOs, non-profits, and private- sector clients, resolving issues related to hardware, software, networking, and SaaS platforms.
- Administer Google Workspace environment, Administer Microsoft 365 environment, including support for Outlook, Word, Excel, SharePoint, and Teams; manage security functions using Microsoft 365 Security & Compliance Center (message trace, quarantine review, audit logs).
- Maintain hybrid Active Directory environment (on-premises and Azure AD); enroll and encrypt endpoints through Intune; manage device compliance, conditional access policies, and application deployment.
- Oversee IT asset lifecycle including procurement, inventory, and warranty coordination for laptops, peripherals, mobile devices, printers, and copiers; maintain service schedules and consumables tracking.
Kamis Professional Staffing (Special Olympics International Contract) (2018-2019)
Help Desk Specialist
- Provided daily Tier I-II technical support to global staff via remote and onsite channels; resolved issues involving hardware, Microsoft 365, SaaS platforms, and Cisco phone systems across multiple time zones.
- Supported collaboration platforms including Zoom and Cisco MX800 Telepresence systems, managed meeting setups, device connectivity, and user access.
- Administered Microsoft 365 accounts, distribution lists, and Teams; conducted investigations using Security & Compliance Center tools including message trace and quarantine actions.
- Managed IT hardware inventory and procurement coordinated international device shipments, scheduled warranty repairs with vendors, and maintained copier/printer fleets including supply tracking and service calls.
Arlington County Government (2018-2018)
Infrastructure Support Specialist
- Led a PC Replacement Team responsible for imaging and deploying new Windows 10 (version 1709) systems across county departments; scheduled and tracked daily rollout progress.
- Provided hardware and software support for end users including desktops, laptops, mobile devices, and peripherals; resolved incidents through remote access tools and escalated unresolved issues.
- Installed, configured, and maintained endpoint hardware and applications in accordance with county operational standards; performed asset tracking and administrative documentation for deployment activities.
- Trained junior technicians on deployment procedures and hardware handling; monitored system usage and guided users on best practices to improve performance and reduce repetitive incidents.
NeighborWorks America (2016 – 2017)
Sr. Specialist, Technology Support
- Delivered Tier II-IV technical support for the SHP Tech Suite, a Salesforce-based platform with integrated scheduling (Setster) and payment (Stripe) tools; triaged incoming tickets, tracked progress, escalated unresolved issues, and ensured resolution in alignment with service benchmarks.
- Supported end-users with technology onboarding, including the setup of Salesforce service lines, workflow rules, and platform integrations; guided participants through adoption of new systems and documented best practices.
- Coordinated with testing leads and project managers to manage Tier IV issues requiring development; conducted regression testing and confirmed deployment readiness before release cycles; ensured all resolved issues were documented in Desk.com.
- Produced weekly and monthly support performance reports from Desk.com and Salesforce; led weekly team meetings and internal training sessions; managed the support knowledge base and collaborated with communications staff to distribute updates, promote user-driven solutions, and implement data-informed improvements to help desk operations.
Washington International School (2016-2016)
Help Desk Coordinator / Administrator
- Managed intake, tracking, and resolution of technical support requests across two campuses; escalated complex issues to senior IT leadership while ensuring consistent communication with end users.
- Provided onsite support for faculty and staff, resolving hardware, software, and connectivity issues; maintained follow-up practices to confirm resolution and user satisfaction.
- Designed and maintained workstation imaging processes using Jamf (formerly Casper Suite) for Mac environments; deployed standardized software bundles and enforced configuration consistency.
- Administered Office 365 accounts including mailbox provisioning and application troubleshooting; supported inventory control of hardware, software, and peripherals; maintained Hyper-V virtual infrastructure and acted as vendor liaison for equipment servicing and repairs.
OTHER RELEVANT WORK EXPERIENCE
- Administrator, Computer Operations American Assoc. of Clinical Chemistry, Washington, DC Aug 2015 – Dec 2015 ;
- Audio/Visual / Help Desk Specialist Georgetown Visitation Prep. School, Washington, DC Jun 2012 – Aug 2015 ;
- Help Desk / Systems Administrator CAEI, Inc. (Howard University Contract), Washington, DC Oct 2011 – May 2013
EDUCATION
- Professional Development Training
- VMware ESXi 5.5 & vCenter Server 5.5, Global Knowledge – Arlington, VA, October 2014
- Master Certificate Program, IT Network & Design
- American Career Institute – Wheaton, MD, 2012
- Coursework: A+, Network+, Linux+, MCDST, MCITP
TECHNICAL SKILLS
- Systems & Networking: VMware ESXi, vCenter, TCP/IPv4/IPv6, DNS, DHCP, VPN, RADIUS, Proxy Servers, WatchGuard Firebox, Global Catalog Server Assignment
- Operating Systems: Microsoft Windows 10 (v1709) to Windows 11 (v24H2), macOS 10.8 – 15.4.1, Linux
- Administration & Directory Services: Active Directory (Users, Groups, Sites, Trees, Forests), Azure AD, Exchange Server
- 2010-2019, Microsoft 365, Bitdefender
- Backup & Security: Carbonite, WatchGuard, Bitdefender, RingCentral VoIP
- Scripting & Web Development: PowerShell, HTML, JavaScript, XML
- Hardware & Software Support: Microsoft Office Suite 2007-2024, Adobe Photoshop, Acrobat, Reader, AutoTask, Numara, Spiceworks, JAMF Pro, Casper Server
- Audio/Visual & Telephony: A/V system setup, cabling, projectors, Cisco Meraki APs & MDM, Polycom teleconferencing, RingCentral VoIP, IP printer configuration
PROFESSIONAL AFFILIATIONS
- IEEE – Advancing Technology for Humanity
- Microsoft Ignite (2013-2025)
- Microsoft TechEd (2010-2012)
- National Society of Black Engineers
- Blacks in Technology Foundation
VOLUNTEER & COMMUNITY SERVICE
- Former Firefighter, Brandy Station Volunteer Fire Department – Brandy Station, VA
- Habitat for Humanity Volunteer
- Christmas in April – Southern Maryland Chapter
