Professional Summary

IT professional skilled in system administration, from client-facing management to technical execution of migrations and projects. Pursuing a strategic role where I can utilize my skills in Microsoft 365, Google Workspace, Azure, and network security to drive efficiency and protect critical assets.

Technical Skills

Systems & Paas: Microsoft 365 , Google Workspace, Windows Server, Slack
MDM: Intune, Addigy, Jamf
Network Platforms: Fortigate, Meraki, SonicWall, Ubiquiti
Security & AV: Blumira, Huntress, Sentinel One, Bitdefender
Tools: Connectwise, ITglue, MigrationWiz, Movebot

Experience

Helpdesk Manager and Systems Engineer |
Jun 2023 - Jun 2024 & Nov 2025 - Present
● Assisted Support in escalated tickets related to VIP’s and problems that needed to be resolved fast. Was the primary diffuser of difficult situations and angry end users.
● Acted as the primary client-facing representative for the helpdesk team; strengthened client relationships and managed expectations in meetings with potential and active clients.
● Server deployment and configuration for Windows Domain Controller, File Server, and Application server.
● Engineered the deployment of internal systems (Blumira, Proxmox) to create a sandbox environment, improving team training efficiency and contributing to a 10% increase in SLA compliance.

Systems Administrator | Aug 2022 - Feb 2023
● Admin work in M365 such as creating, testing, and reviewing Conditional Access Policies, SAML SSO Applications, office add-on’s, MFA policy, Intune Application packages, Intune Device Profiles (Group Policies), Reviewed Logs and Run Scripted reports through powershell.
● Created, Supported, and troubleshooted Users, Groups, Teams, Shared Mailboxes, Guests, Sharepoint Sites, Spam filter policies, Compliance Policies, DLP, Retention Policies, automated Labels for Information Protection, TLS Tunnels for B2B Encrypted Mail.
● Deployed, configured, and made changes to the network infrastructure

Service Desk Technician | Aug 2021 - Aug 2022
● Completed T1 and T2 related tickets, including New User Creations, Laptop Configuration, Printer Setup, Network Troubleshooting, Office 365 application troubleshooting, Permission changes for File Servers and Sharepoint.
● Reviewing quarantined email headers, reviewing attachments in a sandbox environment, and educating end users on security best practices.
● Reaching out to Vendors and Support for out of scope work

Service Desk Technician | Feb 2019 - Jul 2021
● Answering call queue for password resets, troubleshooting software and hardware, setting up vpn and new user workstations.
● Calling users who submitted a ticket for voip troubleshooting, windows configuration changes, driver installations, answering questions pertaining to environment and technology.
● Escalating tickets that would take longer than 30 minutes and also those that required more knowledge and understanding.

Certifications

CompTIA A+, Network+, Security+, M365 Fundamentals