Summary
IT Support Generalist with 10+ years of experience in system administration, project management, and solution architecture across diverse platforms (Windows, macOS, Linux). Expertise in network troubleshooting, cloud-based solutions, and IT strategy. Proven ability to lead cross-functional teams, improve operational efficiencies, and deliver secure, high-availability IT environments.
Professional Experience
Cinch I.T.
Regional Project Manager
January 2024 - Present | Worcester, MA
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Project Process:
Built process for identifying, executing, and analyzing projects with Head of Field Operations to drive additional revenue for the business, standardize process, and meticulously document solutions.
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Solution Architecture:
Designed cloud solutions in Microsoft, Google workspace, and Jamf environments to manage devices, enhance security and usability, and provide a better experience for clients. Provided support for On-Premises solutions, including firewalls, server infrastructure, networking equipment, and telephony.
Bose Corporation
Field Services Support
July 2023 - January 2024 | Framingham, MA
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Team Leadership:
Provided support to a team of 5 technicians to ensure quality and timeliness of ticket completion. Assisted the Manager of Tier III support in escalating cases, reporting metrics, and interdepartmental communications to ensure daily operations were successful.
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Streamlined Ticket Prioritization:
Through strategic delegation and analysis of the workload, lead team to reduce ticket volume by %80. This reduction of volume lead to the team being able to address larger projects and address new issues more promptly.
Hopkinton School District
Information Technology Help Desk Technician II
October 2020 - April 2023
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Asset Management:
Worked alongside 4 technicians to maintain, repair, and provide inventory control for 4,000 devices across 6 locations.
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Process Improvement:
Created processes for inventory and repair tracking to support user base of approximately 4,000 users with adequate planning of loaner devices, timelines for repair, and updates for users.
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System Administration:
Maintained and supported userbase with patch updates, maintenance scripts, and configuration / compliance controls to ensure security while maintaining usability.
Coretelligent
IT Support Technician
June 2020 - October 2020
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Technical Support:
Supported over 50 clients, managing hardware and software needs, ensuring timely resolution of tickets and high client satisfaction.
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Incident Response:
Assisted in incident response for security-related issues, aiding engineers and clients in resolving cases effectively.
Applause
IT Support Engineer
September 2019 - March 2020 | Framingham, MA
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Asset Management:
Provisioned and maintained equipment, provided support, and maintained inventory of corporate assets for a global client base.
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Incident Response:
Created covid-19 response plan to control inventory for 500+ devices, this enabled users to quickly transition to full remote work quickly while reducing impact to the business.
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System Administration:
Utilized JAMF, SCCM, Active Directory, and Google Admin to manage applications, configuration and compliance controls, and user management across the organization leading to secure environments with high usability.
Park Place Technologies
Help Desk Technician
October 2018 - September 2019 | Marlborough, MA
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Asset Management:
Provisioned, maintained, and supported user equipment, computer systems, and mobile devices across 2,000+ users. This ensured user uptime and customer satisfaction across the organization.
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Project Implementation Support:
Assisted with infrastructure projects, software rollout, and documentation for users, leading to smooth transitions to new equipment and software.
Call Center Analyst
July 2016 - September 2018
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Client Support:
Provided tier 1 support for hardware maintenance and repair globally across a multitude of corporate and government entities. Collected information and mobilized on-site technical teams, backline support, and logistics teams to meet SLA.
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Staff Training:
Created staff training materials and provided training to incoming employees, leading to quick onboarding and quality of service provided to clients.