Las Vegas, Nevada, United States
IT Manager | Hands-On Leader in Microsoft 365 & Azure | Infrastructure, Security, & Endpoint Management | Driving Scalable IT Operations
Promoted from IT Specialist to IT Manager, I continue to lead and support all aspects of our IT infrastructure in a hands-on role. I work closely with our MSP in a co-managed environment to ensure secure, reliable, and scalable IT operations across the organization. I manage Microsoft 365/Azure environments, oversee user access and licensing, and lead employee onboarding/offboarding. I collaborate on network security audits, phishing simulations, endpoint protection, and cloud backup strategies. I maintain detailed IT documentation, manage patching via Microsoft Entra, and support executive leadership with critical IT needs. My responsibilities also include networking, hardware procurement, mobile device management (Apple MDM), compliance support, and internal user support. I manage access and policies for key platforms such as BigCommerce, Tesorio, NetSuite, Adobe, and Live Chat, and oversee physical access control systems like PDK.io. I also deliver internal security training and enforce IT best practices.
As an IT Specialist, I played a key role in managing and optimizing our IT infrastructure, ensuring seamless operations and security across the organization. Working in a co-managed IT environment with our MSP, I oversee various aspects of IT, including Microsoft 365/Azure, security, networking, and end-user support. Key Responsibilities: Manage and maintain the M365/Azure environment, including Microsoft 365 licensing and user access. Oversee employee onboarding and offboarding, ensuring smooth transitions. Collaborate with our MSP to manage Microsoft licensing, conduct network security reports, run phishing awareness training, deploy and maintain endpoint security solutions, manage cloud storage and backup solutions, and monitor network traffic for potential security threats. Create and maintain comprehensive IT documentation, including network configurations, security policies, and troubleshooting guides. Administer and monitor internal networking infrastructure to optimize performance and security. Deploy, configure, and manage Apple MDM solutions for mobile device security. Maintain Windows updates and security patches using Microsoft Entra. Provide direct IT support to executive leadership, including the VP and CEO, ensuring minimal downtime. Manage user access and security policies across platforms like BigCommerce, Tessario, Adobe, NetSuite, and Live Chat. Oversee building security and access control using NFC key fobs and PDK.io. Troubleshoot and resolve internal user computer, software, and connectivity issues. Procure IT equipment and company devices while ensuring cost-effective solutions. Assist in IT compliance audits and implement best practices to align with industry security standards. Develop and enforce IT policies and procedures to enhance cybersecurity and operational efficiency. Provide technical training and support to employees on IT best practices and security awareness.
As a Help Desk Support Analyst, I served as a primary point of contact for technical support, ensuring smooth IT operations and delivering high-quality support to end users. I worked in a fast-paced environment, troubleshooting technical issues, managing system access, and collaborating with internal teams and third-party vendors to resolve IT challenges efficiently. Key Responsibilities: Provide first-line technical support by responding to phone calls, emails, and online tickets using Westlake’s ticketing system, ensuring timely and efficient resolution of issues. Document, track, and monitor reported problems to facilitate smooth resolution and prevent recurring issues. Process new user setups, access modifications, and termination requests across required systems while ensuring compliance with company policies. Handle setup requests and configuration changes in the Servicing System, ensuring operational continuity. Troubleshoot and resolve basic to intermediate issues across multiple applications, including proprietary and third-party software, escalating complex issues as needed. Update, modify, and optimize existing reports to improve data accuracy and accessibility. Review system logs daily to proactively identify errors, escalating critical issues to the appropriate team for resolution. Coordinate with external vendors by logging and tracking tickets in their respective ticketing systems, ensuring efficient issue resolution. Continuously identify and recommend improvements to support processes and documentation to enhance overall efficiency. Perform other IT support duties as assigned, adapting to evolving business and technical needs.
As a Database Administrator Intern, I played a critical role in designing, optimizing, and maintaining databases for a rapidly expanding fiber/wireless internet company. I worked closely with development teams, participated in database migrations, and contributed to system improvements through scripting and performance analysis. Key Responsibilities: Designed, built, and optimized internal databases to support the company’s growing infrastructure, ensuring scalability and efficiency. Participated in code reviews, providing constructive feedback to improve database performance, security, and best practices. Developed and deployed scripts for data migration, seamlessly transitioning legacy databases to modern systems while maintaining data integrity. Reported on and documented progress for internal migration projects, ensuring clear communication across teams. Ensured accuracy and precision in processing database tasks, following structured, measurable, and time-sensitive objectives. Maintained a strong attention to detail, ensuring database structures and queries met high performance and security standards. Proactively identified and recommended system improvements, enhancing overall database efficiency and reliability. Compiled, analyzed, and presented statistical reports for internal and external stakeholders to support data-driven decision-making. Provided technical support and guidance to Application and Program Developers, collaborating to optimize database-driven applications.
As a Call Center Representative / Technical Support Specialist, I provided exceptional customer service and technical assistance to Fybercom customers, ensuring seamless connectivity and efficient troubleshooting for internet services. I worked directly with customers to resolve billing, sales, and technical issues while collaborating with internal teams to optimize support processes. Key Responsibilities: Delivered comprehensive support for Fybercom customers, addressing billing inquiries, sales questions, enrollment processes, and technical troubleshooting. Diagnosed and resolved internet connectivity issues, including routers, switches, internal network connections, wiring, wireless radios, and Power over Ethernet (PoE) devices. Provided customers with accurate and timely resolutions, ensuring a high level of satisfaction and minimizing service disruptions. Adapted quickly to new networking technologies, including evolving router and wireless radio configurations. Maintained detailed reporting and documentation using designated ticketing systems for accurate reference and audit purposes. Collaborated with customers, colleagues, and service providers to coordinate troubleshooting efforts and execute solutions efficiently.
Maintain a clean work area. Identify and sort defective items Follow instructions from leads or supervisors to perform general labor tasks Safely and Effectively operate production materials and tools, including hand tools, glues, nails, padding, etc Transport materials and tools from one place to another in the facility Keep complete records of all materials that go through the facility Follow all health and safety regulations Assemble goods on production lines Safely operate power tools (grinders) or heavy equipment (forklift) as needed Pack, weigh, and label completed items for shipment or storage Follow all company guidelines regarding packaging Complete all assigned tasks in a timely manner Communicate effectively with coworkers to ensure efficient production and deadlines are met Other duties as assigned
As a Receptionist, I served as the first point of contact for residents, guests, and service providers, delivering exceptional customer service and ensuring smooth daily operations. I maintained a professional and welcoming environment while handling administrative tasks, coordinating access, and responding to inquiries efficiently. Key Responsibilities: Provided outstanding customer service, greeting residents, guests, and vendors while ensuring a warm and professional first impression. Managed guest and service provider check-ins/check-outs, controlling access to the property and maintaining security protocols. Identified and anticipated resident needs, providing accurate information, answering questions, and making recommendations for services. Maintained strict confidentiality and professionalism when handling sensitive resident information and requests. Responded promptly and effectively to emergency situations, ensuring the safety and well-being of residents and guests. Monitored and screened messages, forwarding relevant communications to appropriate personnel. Coordinated vendor access, verifying authorization and ensuring compliance with building regulations. Handled resident concerns and complaints, ensuring prompt resolution and follow-up to enhance satisfaction. Maintained daily logs, records, and forms, ensuring accurate documentation of activities and issues. Proactively enhanced department efficiency by accepting and accomplishing new tasks, contributing ideas to improve processes, and staying updated through professional development.