System Administrator / Team Lead

Andrew is a System Administrator / Team Lead with a strong MSP background, having spent over 6 years with the same company (Redhelm, formerly 1Path), where he earned two promotions and most recently operated as a Helpdesk Supervisor. He serves as the escalation point for Tier 2 and Tier 3 issues while managing a team of 6 engineers, overseeing performance, KPI tracking, SLA adherence, and overall service desk operations. He is highly involved on the client side, acting as a primary point of contact, running weekly and monthly meetings to review ticket trends, performance metrics, and areas for improvement, while ensuring strong client relationships. In addition, he plays a key role in onboarding new clients—handling documentation transitions, building SOPs, training internal teams, and making sure service delivery is set up for success. Technically, he brings solid experience across M365 (Global Admin, migrations, Entra ID), Intune (supporting transitions from Okta), VMware environments, Windows server builds, and general infrastructure support, along with strong documentation and process improvement skills. While his networking exposure is more on the troubleshooting side, he has supported enterprise environments including healthcare and ISP clients. Personality-wise, he is articulate, detail-oriented, and communicates very well, able to clearly explain processes without overcomplicating things. He was recently impacted by a reduction in force and is now exploring new opportunities, open to remote, hybrid, or onsite roles within the Atlanta area.