Senior IT Support professional with 20 years’ experience delivering technical support, operations oversight, and team leadership for MSP and enterprise environments. Skilled across endpoint and server administration, Microsoft 365 and Azure, virtualization, networking (Ubiquiti/Meraki/Omada), RMM/monitoring, backup/AV, and ITSM platforms (Autotask, ServiceNow, ITGlue). Proven at onboarding/offboarding, vendor coordination, i----------- escalation, knowledge-base development, and implementing process improvements that raise SLA compliance and customer satisfaction.
Technical strengths
Systems & endpoints: Windows (client + Server), macOS, Linux, mobile platforms.
Cloud & virtualization: Azure, Microsoft 365, Hyper-V, VMware, Intune, Entra.
Networking & security: DNS/DHCP, VPNs, VLANs, MFA, basic firewall configuration, Proofpoint/Graphus.
Tools & automation: Datto/Ninja RMM, Veeam/Axcient backups, CrowdStrike/SentinelOne, Autotask/Zoho/ServiceNow, ITGlue, Halopsa.
Backup, AV, and SaaS protection: Veeam, Ahsay, CrowdStrike, Bitdefender GravityZone, SaaS backup solutions.
Operational & interpersonal strengths
I----------- and SLA management, ticket triage and escalation, vendor liaison.
Process design: KB authoring, patch management, onboarding playbooks, and continuous improvement (Six Sigma Yellow Belt mindset).
Leadership & mentoring: coaching front-line teams, improving first-call resolution, and fostering a customer-focused support culture.
I aim to be known as a dependable technical leader and problem-solver who reduces downtime, improves support metrics, and mentors teams to deliver consistent, high-quality customer service. I bring technical depth, disciplined processes, and a bias for measurable operational improvements.
