MSP Veteran With 20+ Years of Escalation, Virtualization, and Microsoft Cloud Experience

This candidate is a career-long MSP Support Engineer with 20+ years of IT experience, including senior-level escalations, service desk leadership, and deep hands-on work across Microsoft, Citrix, VMware, and Azure environments. Most recently, he supported 60+ MSP clients in a fully remote Service Desk III role for a real-estate-focused MSP, handling 80/20 support-to-project work and serving as an escalation point for complex end-user, cloud, and virtualization issues. His technical strengths include Azure Virtual Desktop (AVD/WVD), Hyper-V, VMware, M365, Entra ID, Citrix, SonicWALL, Meraki, WatchGuard, and ConnectWise/ScreenConnect. Prior roles include Level 2 Engineer at a BC/DR provider, where he worked heavily with VMware and Citrix XenApp, AD administration, DNS/DHCP, VPN troubleshooting, ShadowProtect backups, and hands-on data center hardware support. Earlier, he spent 12 years at a mid-size MSP, earning four promotions up to Support Center Manager, overseeing 600+ endpoints, leading and coaching an 8-person team, managing escalations, and completing numerous migrations (O365, P2V, V2V). He holds multiple certifications including AZ-140, AZ-900, SC-900, StorageCraft Certified Engineer, SonicWall NS-102, ACSP, and more. He is described as highly resourceful, strong at “finding the answer,” and prefers a hands-on L2/L3 service desk role rather than people management.