Associate Consultant at Advanced Computer Technologies (MSP) (2025-12 – Present)
- First point of contact regarding any technical issues
- Identify, investigate, and remediate security issues with proper documentation and escalation
- Communicate directly with clients and internal teams, understanding their needs and processing their requests
- Responsible for my assigned tickets; take the initiative to spearhead identified problems
- Create detailed documentation for a variety of operations
- Proactive, outside-the-box thinking on improving areas that can be more streamlined and efficient
- Propose change requests and execute proposed plans once approved
- Network monitoring and investigating using Domotz and Cisco Meraki
Desktop Support Specialist & Cybersecurity Focus at Charles IT (MSP) (2024-02 – 2025-07)
- Promoted from intern to full-time Desktop Support Specialist in 3 months.
- Managed IT services for software, hardware, and infrastructure for 100+ managed companies.
- Troubleshoot client issues with precise documentation using the ConnectWise ticketing system.
- The ticket is independently created while on a live call or taken off the board of the active tickets
- Support on-premises, hybrid, and cloud infrastructures.
- Utilized Microsoft Intune and Azure Active Directory(AD) in user management.
- Security experience in Mimecast, KnowBe4, Microsoft Defender/Security, phishing evaluations, etc.
- MFA, SSO management, and user verification support using DUO, MS Authenticator, and Traceless
- Troubleshoot applications under the Microsoft 365 and Google Suite umbrella.
- Resolve application issues from Microsoft Teams, SharePoint, Zoom, Applied Epic, Salesforce, etc.
- 75% remote troubleshooting; 25% onsite troubleshooting.
- ITGlue usage for internal documentation upkeep and best practice procedures in the form of SOPs.
- Full client onboarding and offboarding decommission experience.
- Phone and email etiquette; positive client reviews are done by Customer Satisfaction Score (CSAT).
- VPN management support, including policy management
- User updates on progress and follow-up before ticket closure.
- Collaborate with vendors and cross-team communication to implement solutions and upgrades.
- Maintained and troubleshooted firewall configurations, ensuring compliance with security standards and alignment with client workflows
- Administered Cisco Meraki switching and firewall infrastructure for a portfolio of contracted clients.
- Policy and conditional access rule creation and management in Microsoft Azure.
On-Site Support Technician at Central Connecticut State University (2021-01 – 2024-01)
- Troubleshoot hardware and software issues for all faculty and students.
- Travel on-site to resolve the active requests, anywhere on campus
- Attend to any walk-in troubleshooting requests
- Utilize Ivanticloud for live ticket acceptance and ticket documentation.
- Troubleshoot Microsoft 365 applications/tools.
- Full staff onboarding and offboarding, including user workstation setups and teardown.
- Maintained and upgraded hardware and software for the university's ESports lounge.
- Phone and email etiquette; In-person interactions for most tickets.
- Handled full computer imaging, deployments, and full user decommissions.
- Asset tagging responsibilities and proper inventory documentation.
- Change requests familiarity and approvals in accordance with department operating procedure.
- Basic network troubleshooting with computers and printers
- Explain to users the source of the issue and the resolution before closing out the active ticket
