Resume

Summary

Problem solver with 18 years in customer service, 15 years of home IT management, and nearly 8 years at an MSP managing 40+ clients. Self-taught and independent learner with extensive experience in desktop support and systems administration. Specialized in managing Microsoft 365 and Azure environments with a strong focus on security and automation.

Core Skills

Microsoft 365 administration
Intune device management (PCs and iOS)
PowerShell scripting and automation
Azure configuration
Windows Server and endpoint administration
Firewall and network configuration (Meraki, UniFi, Fortigate)
Customer service and stakeholder communication

Work Experience

Systems Administrator | Sublime Computer Services / The 20 MSP

2020 – Present

Managed migrations from various environments into Microsoft 365 for multiple clients.
Set up and configured Intune device management for PCs and iOS, including Entra integration with Apple Business Manager.
Created a Microsoft 365 base setup using PowerShell to ensure consistent configurations across clients.
Scripted Conditional Access rules to streamline creation and improve security posture.
Raised client security scores from the 30s into the 70s by balancing operations with security requirements.
Used Microsoft training resources to deepen expertise in the Microsoft 365 platform.
Continued systems administration work following Sublime’s acquisition by The 20 MSP in July 2024.
Worked in a hybrid model: remote, office, and on-site support for a major client.
Led an email migration project to new username and domain formats using PowerShell, including stakeholder communications, testing, and cutover planning.

Desktop Support Technician | Sublime Computer Services

2018 – 2020

Supported 40+ clients with new PC setups, software installs, and day-to-day troubleshooting.
Improved setup efficiency by scripting preferred configuration steps, cutting build time from ~90 minutes to just over 60 minutes.
Led the March 2020 remote work rollout (VPN, RDP, and related access) during COVID-19.
Gained experience across Windows Server 2008, 2012, 2016, 2019 and Windows 10/11.
Worked with Meraki, UniFi, and Fortigate firewalls.

Customer Service Agent | Southwest Airlines

2000 – September 2018

Delivered front-line customer service at ticket counter, gate, and baggage services.
Handled check-in, boarding, and irregular operations while maintaining service standards.

Network Manager | Home Office

2002 – Present

Self-taught in Fedora Linux and Windows Server; built and manage a mixed home network.
Managed servers for routing, NAT, firewalling, DHCP, DNS, NTP, proxy filtering, Apache, and Samba.
Migrated the environment to Windows Server with Active Directory Domain Services.
Support a variety of clients: iOS tablets/phones, Windows laptops/desktops, home automation, and media systems.