Support a team of 7 Tier 1 Technicians by assigning tickets, ensuring SLAs are met, and providing additional troubleshooting and assistance.Review and assess Tier 1 requests for escalation, determining when to escalate tickets to development, infrastructure, or data management teams for further investigation and resolution. Ensure accurate documentation and prioritization of complex issues.Schedule and conduct demonstrations of the E-Info web portal for external customers, manage user access, and ensure clients can effectively navigate and utilize the platform to manage their equipment and account information.Serve as the primary point of contact for white-glove service to C-suite executives and other key stakeholders, providing priority support and personalized solutions for critical company personnel.Provide IT support via phone, email, and chat for an enterprise environment of 3,000 users across 80 locations nationwide, ensuring seamless operations and resolving technical issues in a large-scale, multi-location setup.Manage onboarding by creating accounts and configuring hardware; support conference room A/V equipment, maintain accurate asset inventories, deliver hardware support (e.g., SSD/HDD replacement, RAM upgrades), and resolve PC connectivity issues (Ethernet, TCP/IP, VPN).Managed IT services for approximately 20 Florida customers as part of an MSP team, overseeing technical support delivery and ensuring customer satisfaction.

Implement secure cloud configurations using Azure Private Link, Network Security Groups, Microsoft Defender for Cloud, and Azure Regulatory Compliance for NIST 800-53, PCI DSS, and HIPAA/HITRUST.Troubleshoot and support Microsoft Azure services, including Microsoft Sentinel (SIEM), Virtual Machines, Azure Monitor, and Azure Active Directory.Develop KQL queries to support Log Analytics workspace and Microsoft Sentinel.

As an insurance agent at USAA, responsibilities included efficiently managing a high volume of calls and educating members on insurance products and coverage options. Provided technical assistance to address policy-related inquiries and guided clients through their decisions. Played a key role in front-line underwriting and risk management, helping members navigate their insurance needs with clarity and confidence.

Responsibilities as a fire door and life safety inspector included traveling nationwide to inspect fire doors at hospitals and other medical facilities to ensure compliance with fire code NFPA 80. This role involved identifying areas for improvement and making necessary repairs to enhance safety. Collaborated closely with site management, offering expert guidance on cost-effective strategies to repair and upgrade fire doors for optimal safety and compliance. Contributed to the well-being of numerous medical facilities and their occupants through meticulous attention to detail and commitment to safety standards.