An experienced, hands-on IT leader
I am an IT professional currently serving as IT Manager at Advance IT, where I lead service desk operations, support technician development, and oversee Microsoft 365 administration across diverse client environments. My experience includes IT leadership, managed service provider operations, systems administration, and help desk and service desk management.
In my day-to-day role, I manage service desk workflows, SLA performance, ticket quality, and escalation processes while remaining hands-on with Microsoft 365, including Exchange Online, Teams, SharePoint, Microsoft Entra ID, and Intune. I also lead platform migrations, improve operational processes, develop technical documentation, and create standardized procedures that help teams work more consistently and effectively.
My approach combines technical expertise with leadership, accountability, clear communication, and practical problem solving. I am comfortable working with executives, vendors, clients, end users, and technical teams while staying involved in the details needed to resolve issues, improve service delivery, and move projects forward.
By the numbers
All figures are editable placeholders until verified details are supplied.
Professional history
Professional employment history — Advance IT, I-Nett, and Active IT Solutions.
IT Manager
Advance IT
Managed service provider delivering IT support, cloud administration, and cybersecurity across distributed client environments.
Responsibilities
- • Lead daily IT support operations across distributed client environments, overseeing escalations, service quality, technician performance, and timely resolution of hardware, software, identity, and connectivity issues.
- • Govern service desk workflows, incident escalation, request fulfillment, SLA performance, and technician accountability across multiple client environments.
- • Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, user accounts, licensing, permissions, and identity-related configurations.
- • Create and maintain IT security policies, operating procedures, and technical standards aligned with NIST, ISO/IEC 27001, SOC 2, GDPR, PCI DSS, and HIPAA.
Accomplishments
- • Led platform migrations including RepairShopr to HaloPSA and GoTo Connect & Teams implementation for company-wide communications.
- • Developed standard operating procedures, knowledge-base resources, and training programs covering Microsoft 365, cybersecurity, and IT best practices.
Technologies
Microsoft 365, Exchange Online, Entra ID, HaloPSA, NinjaOne, SentinelOne, GoTo Connect, Teams, SharePoint, OneDrive, Intune
Senior Technician
Advance IT
Systems Engineer & Temporary Manager
I-Nett
Senior Systems Administrator
Active IT Solutions
Professional credentials
Industry certifications validating hands-on expertise in Microsoft cloud, IT service management, and endpoint support.
Microsoft Certified: Azure Administrator Associate
AZ-104- Issuing organization
- Microsoft
- Focus areas
- Azure infrastructureIdentity & accessCloud resource management
ITIL 4 Foundation
- Issuing organization
- PeopleCert
- Focus areas
- IT service managementService value systemContinual improvement
Microsoft 365 Certified: Fundamentals
MS-900- Issuing organization
- Microsoft
- Focus areas
- Microsoft 365 servicesCloud conceptsSecurity & compliance
CompTIA A+
- Issuing organization
- CompTIA
- Focus areas
- Hardware & softwareNetworking fundamentalsTroubleshooting
Associate Degree in Information Technology
- Institution
- Westwood College — Upland Campus
- Focus areas
- Computer systemsNetworking fundamentalsHardware and software supportOperating systemsInformation technology fundamentals
Technical expertise
Grouped by discipline — no inflated proficiency percentages, just the tools and platforms I work with.