United States
Level 2 Remote Desktop Technician with over 10 years of experience across MSP, enterprise, and education environments. I am currently embedded within a U.S.-based MSP, providing remote technical support to a global client base across the United States, Europe, and Asia in a high-volume, KPI-driven service desk environment. My core strengths include Windows endpoint support, Microsoft 365 application troubleshooting (Outlook, Teams, SharePoint, OneDrive), Active Directory, remote support platforms, and enterprise security tools. I regularly work with technologies such as ConnectWise Manage, ScreenConnect, Kaseya, Sophos, Fortinet, Proofpoint, Tenable, and VPN solutions, collaborating closely with onsite technicians and senior engineers to resolve complex issues. Earlier in my career, I worked extensively in network engineering and IT field support, contributing to large-scale infrastructure projects such as the EC WAN Shortfall and SA Connect initiatives. This foundation has given me a strong understanding of networking, security, and enterprise environments that continues to inform my work today. I also bring a background in lecturing and mentoring, having taught Software Development, Data Communication Networks, and Networking at tertiary institutions. This experience strengthened my ability to communicate clearly, guide users through technical challenges, and remain adaptable in fast-paced environments. I am passionate about technology, continuous learning, and delivering reliable support in complex IT environments. I am currently focused on further developing my Microsoft 365 and cloud administration skill set and am open to opportunities within MSP and enterprise IT teams where I can continue to grow and add value.
➢Provide Level 2 remote technical support to a global user base of 2,000+ users across 17 U.S. states, Europe, and Asia in a KPI- and SLA-driven MSP environment. ➢Troubleshoot and resolve complex Windows endpoint issues using Active Directory, RDP, and enterprise remote support tools (ScreenConnect, Kaseya, TeamViewer, AnyDesk, 247 RMM). ➢Manage incidents, service requests, and escalations through ConnectWise Manage and ManageEngine, ensuring accurate documentation and compliance with escalation procedures. ➢Support Microsoft 365 Enterprise applications including Outlook, Teams, SharePoint, OneDrive, and Box, resolving authentication, access, sync, and configuration issues. ➢Provide application support for enterprise and engineering software including Autodesk (AutoCAD, Vault, Inventor), Adobe (Acrobat Pro, InDesign), SolidWorks, Minitab, Bartender, QAD, Navision, KBM, and Tress. ➢Administer and troubleshoot security and connectivity solutions including Sophos, Fortinet, FortiClient VPN, Tenable, Proofpoint, and MFA. ➢Deliver printer and peripheral support for Canon and Ricoh networked devices, including driver, queue, and connectivity troubleshooting. ➢Assist with network-related issues, VPN connectivity, startup scripts, and PowerShell-based diagnostics and automation. ➢Collaborate closely with onsite technicians and senior engineers to complete system setups, deployments, and complex troubleshooting. ➢Provide real-time phone and ticket-based support, guiding end users through resolutions with a strong customer service focus. ➢Translate and interpret foreign-language tickets and Windows system interfaces to support international users effectively.
I gained valuable hands-on experience in deck maintenance, mooring operations (including shore-line mooring), passage and anchor watch, tender operations, AV /IT system configuration, and various interior and engineering duties. I have accumulated 3,000 nautical miles at sea. Additionally, I hold an STCW certification, Powerboat Level 2, Personal Watercraft Instructor certification, and have completed a deckhand course, equipping me with the skills necessary to excel in a professional maritime environment. My proactive and enthusiastic approach, ability to collaborate effectively in a team, and adaptability to the dynamic nature of yachting make me a strong asset to any crew.
➢Operated a part-time IT services business providing on-site and remote desktop, network, and infrastructure support. ➢Subcontracted for Platinum IT Solutions, Compudynamics, Mars Technologies, Johnson & Johnson, and ASolutions on commercial IT projects. ➢Installed, configured, and maintained routers, switches, firewalls, and wireless networks. ➢Performed network audits, performance monitoring, and fault resolution. ➢Delivered end-user desktop support, hardware/software installations, and troubleshooting. ➢Configured Cisco and Huawei network devices using CLI.
➢Delivered lectures in Software Development (VB.NET, HTML, JavaScript, CSS, SQL) and Data Communication Networks. ➢Designed and facilitated practical lab sessions for programming, networking, and troubleshooting. ➢Configured and demonstrated Cisco routers and switches. ➢Diagnosed and resolved software and application issues in academic environments.
➢Contracted to East London Management Institute, Damelin, and MSC Business College. ➢Lectured Network+, A+, Project+, and Microsoft Excel (Intermediate & Advanced). ➢Conducted hands-on labs including access point configuration, Windows maintenance, VM installations, server basics, Linux, and malware awareness.