IT Help Desk & Infrastructure Manager / Senior L3 Systems Engineer

Built the help desk operation from the ground up by establishing ticket workflows, escalation paths, SLA expectations, SOPs, and runbooks. Led L3 escalation support across Windows Server, macOS, Linux, and AWS-hosted client environments while coaching technicians through root-cause analysis and resolution procedures.

Rolled out NinjaOne to more than 300 endpoints and developed alerting, monitoring, patching, scheduled maintenance, and recurring-fix automation using PowerShell and RMM scripting. Reduced reactive ticket volume by approximately 30%, improved critical incident response time by approximately 40%, and reduced new-environment onboarding time by approximately 25%.

Led IAM and security improvements across client environments, including MFA, Conditional Access, SSO, firewall policies, VPN access, network segmentation, Bitdefender GravityZone, ESET, and encryption controls. Designed backup, disaster recovery, RPO/RTO targets, recovery testing, and incident response documentation using Acronis and NinjaCloud.

Managed five full-time technicians and three to five contractors supporting 20 clients and more than 300 endpoints. Directed ticket queues, technician workloads, on-call coverage, performance reviews, vendor relationships, and leadership reporting while maintaining SLA commitments.

Created SLA and KPI frameworks around client requirements, maintaining P1/P2 response times below four hours and first-contact resolution above 75%. Served as the final escalation point for Active Directory, Azure AD, Microsoft 365, endpoint security, server incidents, firewall configuration, VPN management, and network segmentation.

Standardized endpoint hardening, identity governance, MFA, role-based access control, Conditional Access, patch management, and help desk documentation across client environments. Maintained patch compliance above 95% and reduced new technician ramp-up time by approximately 30% through a comprehensive SOP and runbook library.

Diagnosed hardware failures affecting enterprise server and storage systems under time-sensitive SLA requirements. Supported high-availability production environments and prioritized accurate troubleshooting and timely incident resolution.

Collaborated with engineering teams on root-cause analysis for escalated failures, with a focus on permanent corrective actions rather than temporary workarounds. Created technical documentation and support workflows that reduced repeat escalations and improved first-pass resolution.

Supported onboarding and deployment of AWS-hosted web application environments, independently handling configuration, access provisioning, and setup activities. Acted as a technical liaison between development teams and end users across staging and production environments.

Built and customized HTML/CSS email templates, added JavaScript enhancements, configured Mailchimp campaigns, and integrated application services through APIs to automate user communications. Resolved application and environment issues using GitHub and Jira.

Worked as a Lead Admissions Representative, supporting prospective students through the admissions process. Developed communication, client-facing, workflow coordination, and leadership experience.

Supported admissions operations and helped guide prospective students through enrollment-related processes and requirements.

Worked as an Admissions Advisor, assisting prospective students with admissions-related questions and processes. Built customer service, communication, and relationship-management experience.

Provided guidance throughout the enrollment journey and supported prospective students in navigating program and application requirements.

Progressed from Technician to Shop Manager, developing hands-on troubleshooting, operations, customer service, and team-management experience. Supported day-to-day shop activities and service delivery.

Managed responsibilities associated with shop operations, staff coordination, and customer support while maintaining service quality.

Master of Science in Information Technology.

Bachelor of Science in Biology.

Bachelor of Science in Business.