98%
Customer Satisfaction Rate
Professional Summary
Resourceful and hard-working IT Support Engineer with Tier II experience in MSP environments. Skilled across device management, scripting, backup systems, and network troubleshooting. Known for owning escalations, producing clear documentation, and supporting both Windows and macOS environments. Currently seeking Tier 1 or Tier 2 roles with growth toward sysadmin.
Key Performance Metrics
25%
Faster Ticket Resolution
300+
Users Supported Monthly
50+
Guides & SOPs Written
Core Competencies
- Active Directory & Group Policy
- Microsoft 365 Administration
- Azure AD / Intune Support
- Windows & macOS Troubleshooting
- Networking Support
- Technical Documentation & Knowledge Sharing
What I Bring to Your Team
End-User Support Excellence
Skilled at resolving day-to-day issues across Windows and macOS—from login and application errors to networking and VPN access—while keeping users productive.
Systems & Tools Proficiency
Hands-on with Microsoft 365, Active Directory, Azure AD, Intune, and endpoint management to support accounts, devices, and security compliance.
Documentation & Knowledge Sharing
Clear SOPs, troubleshooting guides, and end-user instructions that improve team efficiency and reduce repeat tickets.
Professional Experience
Tier II Technical Support
Zenguard
- Delivered frontline and escalation support for 200+ end users across Windows 10/11, Windows Server, and macOS devices, resolving access, performance, and endpoint issues.
- Administered accounts and permissions through Active Directory and Group Policy, handling user management, OU moves, and access fixes.
- Managed user provisioning, license assignments, and mailbox support through the Microsoft 365 Admin Center.
- Assisted with resolving Intune- and Azure-related issues for device enrollment, compliance status, and user access.
- Resolved basic networking and VPN issues across SonicWall, Meraki, Ubiquiti, and FortiGate environments; escalated to vendors when required.
- Supported Datto BCDR backup systems, validating restores and confirming client business continuity.
Desktop Support Technician
Barrage Systems LLC
- Provided first-line support for end users, including password resets, M365 login issues, printer troubleshooting, and basic connectivity problems.
- Assisted with new-hire laptop setups, device swaps, and user onboarding to ensure smooth transitions.
- Helped triage and escalate tickets to Tier 2/3 when issues required deeper investigation, keeping SLA targets on track.
- Documented simple fixes and step-by-step guides for recurring end-user issues, improving response consistency across the team.
Technical Skills
Operating Systems
Windows 10/11
Windows Server
macOS
Linux (Ubuntu, CentOS)
iOS
Android
Chrome OS
Help Desk & Ticketing
ServiceNow
Jira Service Desk
Zendesk
Remedy
Freshservice
ITIL Framework
SLA Management
Hardware & Networking
PC/Laptop Repair
Printer Support
Network Troubleshooting
TCP/IP
DNS/DHCP
VPN
Wi-Fi
Switches/Routers
Software & Applications
Microsoft Office 365
Active Directory
Group Policy
Exchange Online
SharePoint
Teams
Adobe Creative Suite
Antivirus Solutions
Remote Support & Tools
TeamViewer
Remote Desktop
LogMeIn
ConnectWise
PowerShell
Command Line
System Imaging
Mobile Device Management
HomeLab Infrastructure
My personal learning environment for experimenting with enterprise technologies, automation, and modern infrastructure practices. This lab serves as both a learning platform and a testing ground for professional development.
Always Learning
Production-Ready
Open Source
Infrastructure Overview
Hardware Stack
- Dell PowerEdge R720 (Primary Server)
- HP ProLiant DL380 (Secondary Server)
- Raspberry Pi 4 Cluster (4 nodes)
- Ubiquiti UniFi Dream Machine
- 24-Port Managed Switch
- Synology DS920+ NAS (32TB)
Software Stack
- Proxmox Virtual Environment
- Docker & Kubernetes
- pfSense Firewall
- Grafana & Prometheus Monitoring
- ELK Stack (Logging)
- GitLab CE (Self-hosted)