Service Desk Team Lead & Centralized Services Engineer


Networking: DHCP, DNS, VPN, ACLs, VLANs,NAT, Routing, DMZ, LAG/LACP, Radius,IP subnetting, APs

Windows Server: Active Directory, DNS, DHCP, GPOs, NPS, Exchange, WSUS, IIS, Powershell

Administration: Office 365, G Suite, Intune, Azure, VMWare, MacOS

VOIP: ShoreTel, Avaya, RingCentral, Office 365



SAME PROMINENT LA-BASED MSP                                                      Los Angeles                                                                          2016 – Current

Centralized Services Engineer

  • Oversaw troubleshooting, systems backups, archiving, and disaster recovery providing expert support when necessary.
  • Researched and implemented a way to use our standard tools at clients with strict network requirements that previously needed special remote
  • Owned metrics related to my role including monitoring and backup
  • Sought after ways to automate our processes including client onboardings, workstation setups, and
  • Worked with various internal teams to collect requirements, evaluate alternatives, and develop processes and tools to more effectively and efficiently manage our
  • Worked with both internal teams as well as external vendors to coordinate and implement projects to improve clients IT
  • Setup no cost configurations to increase security and client
  • Email and document migrations primarily to Office 365


SAME PROMINENT LA-BASED MSP                                                      Los Angeles                                                                          2015 – 8/2016

Service Desk Team Lead Engineer

  • Oversaw and supervised the Technical Support department ensuring company policies and procedures were followed by the team
  • Experience supporting a wide variety of concurrent
  • Took initiative to test out and drive forward the company’s main remote monitoring and management tool evaluating alternatives, taking suggestions, collecting requirements, and finally developing usage
  • Drove down the final purchase price of the RMM tool by over 50%.
  • Helped implement data and metrics to back up theories relating to
  • Triaged and supported internal and external support requests in a timely fashion, ensuring issues are resolved or escalated to the appropriate
  • Collaborated with other internal groups to handle client issues, account problem analysis, and service improvements.
  • Worked with Technical Support team members coordinating the sharing and management of larger rising
  • Oversaw staffing and equipment scheduling for scheduled and reactive
  • Supervised the troubleshooting and repairing of malfunctioning
  • Trained and assisted in the hiring of additional Technical Support team
  • Participated in an on-call nights and weekend