I bring hands-on experience across IT leadership, service desk operations, Microsoft cloud
administration, infrastructure, cybersecurity, networking, endpoint management, and process
improvement. These areas reflect the work I have performed throughout my career and the types of
technical challenges I am equipped to lead or support.
Areas of Expertise
What I bring to an organization
I bring hands-on experience across IT leadership, service desk operations, Microsoft cloud
administration, infrastructure, cybersecurity, networking, endpoint management, and process
improvement. These areas reflect the work I have performed throughout my career and the types of
technical challenges I am equipped to lead or support.
IT Leadership & Service Desk Operations
Leadership and operational oversight for help desk and service desk environments, including
technician support, escalations, ticket quality, workload management, service standards, and
continuous improvement.
Focus Areas
Service desk leadershipTechnician mentoringEscalation managementSLA and queue managementRoot-cause analysisService quality improvementClient and executive communication
Microsoft 365 & Cloud Administration
Administration and modernization of Microsoft 365 environments, including identity, collaboration,
email, access, device management, and cloud-based business services.
Focus Areas
Microsoft 365 administrationExchange OnlineMicrosoft Entra IDSharePoint and OneDriveMicrosoft TeamsConditional AccessLicensing and permissionsHybrid identity
Endpoint Management & Device Deployment
Centralized management, deployment, configuration, security, and lifecycle support for Windows and
macOS devices.
Up to 3 hours saved per device through a custom Windows 11 deployment solution
Focus Areas
Microsoft IntuneWindows 11 deploymentmacOS MDM enrollmentApplication deploymentCompliance policiesDevice configuration profilesBitLocker managementCustom Windows imagingAutomated device provisioning
Systems, Server & Cloud Modernization
Modernization of traditional infrastructure including Windows Server, virtualization, identity
services, file systems, and migration to cloud-managed environments.
Focus Areas
Windows ServerActive DirectoryGroup PolicyHyper-VVMwareServer migrationsFile server modernizationMicrosoft Entra ID migrationInfrastructure assessmentBackup and recovery planning
Networking, Wireless & Connectivity
Design, configuration, and troubleshooting of secure business networks, wireless environments,
firewalls, VPNs, switching, and cloud-managed network platforms.
Focus Areas
TCP/IP, DNS, and DHCPVLANs and network segmentationFirewall administrationSite-to-site and remote-access VPNsEnterprise Wi-Fi deployments802.1X and RADIUSWireless bridgingNetwork troubleshootingCisco MerakiAruba Instant OnUbiquiti UniFiSonicWall
Cybersecurity & Risk Reduction
Practical security administration focused on endpoint protection, identity security, vulnerability
remediation, access control, email protection, and incident response.
Reviewing and improving IT workflows, service processes, ticketing systems, automation, reporting,
documentation, and responsible AI adoption to increase efficiency and consistency.
Includes experience designing workflows, ticket templates, categories, SLA configuration, and
platform integrations.
Focus Areas
PSA migrationsHaloPSA configurationITIL-based workflowsTicket categories and templatesSLA configurationEscalation pathsWorkflow automationPowerShell automationMicrosoft GraphWinGetReporting and auditingAI implementationAI-assisted workflow automationAI-powered knowledge managementAI-assisted documentationAI use-case evaluationResponsible AI adoptionEmployee AI enablement and guidance
IT Documentation & Lifecycle Management
Creation of clear, maintainable documentation and repeatable processes covering systems, users,
devices, support procedures, and business continuity.
Focus Areas
Standard operating proceduresKnowledge-base developmentTechnical documentationNetwork documentationOnboarding and offboardingUser lifecycle managementAsset lifecycle managementDisaster-recovery documentationTroubleshooting guidesAdministrative runbooks
