As a Systems Engineer at ITConnexx, Inc. since May 2023, I have played a crucial role in managing and supporting over a dozen corporate networks and infrastructures, including Windows Active Directory and Windows Server 2012-2022. My responsibilities include assisting clients through phone and helpdesk systems, swiftly advancing to handle Level 1 & Level 2 escalations requiring advanced troubleshooting. I developed and maintained an internal performance tracking system to enhance client SLAs and technician efficiency. Collaborating closely with key client stakeholders and vendors, I have successfully designed and implemented tailored solutions, ensuring high client satisfaction. Notable projects include Office 365 and phone system migrations, rebuilding the internal endpoint deployment system, and creating and auditing disaster recovery plans. My expertise in HP Aruba, Ubiquiti, Sophos & Fortigate Firewalls, and Microsoft SQL Server has been instrumental in achieving organizational goals.

During my tenure at Faith Church from January 2018 to April 2023, I served in the Technology Operations department, where I played a vital role in managing and supporting the church’s IT infrastructure. I assisted in overseeing Microsoft Active Directory, Entra ID, and Office 365 infrastructure, ensuring seamless operations and robust security. I managed internal helpdesk operations, providing support for over 200 employees and volunteers, and supervised a team of 15 direct reports. My leadership ensured efficient day-to-day operations, training, special events, scheduling, and performance evaluations. Additionally, I diagnosed and resolved issues with various IT equipment, including desktops, mobile phones, printers, and audio-visual equipment, contributing to the overall efficiency and effectiveness of the church’s technology resources.