Detroit Metropolitan Area
Platform Administrator with 10 years of experience in managed services, infrastructure, and IT operations. I've worked across the tool stack - help desk, project engineering, RMM administration, backup, and team leadership - and have consistently moved toward building things that make systems and teams run better. My technical work centers on RMM platforms (NinjaOne, ConnectWise Automate), backup administration (Veeam VMCE certified), and automation using PowerShell and Power Automate. I've built monitoring solutions, reporting, and integrations that replace manual processes and surface the right information to the right people. On the leadership side, I've led teams, managed 20+ MSP client relationships as an account manager and consultant, run onboarding and training for technicians, and developed processes that outlasted my involvement in them. I take documentation seriously as a discipline. I'm currently deepening my development skills with an eye toward building more sophisticated automation and integrations.
The SMART: Systems team provides RMM, server monitoring, patching, and backup as a managed service for High Point's client base. Since joining, I've led the migration from ConnectWise Automate to NinjaOne, preserving existing functionality while rebuilding patch policies and monitoring. I serve as the team's go-to for anything RMM-related. On the backup side, I earned my Veeam VMCE certification in 2025 and used it as a foundation to rewrite our backup implementation process and documentation to align with current best practices. I've also built several internal tools using PowerShell, Power Automate, and NinjaOne's API -- including a backup monitoring solution that eliminated alert noise while enriching ticket data with job logs and diagnostics, and a reporting tool that surfaces unprotected endpoints, EOL hardware, and aging operating systems for account manager visibility.
Joined as an RMM Administrator and was promoted to Team Lead for the ConnectWise Automate consulting division in January 2024. As account manager for 20+ MSP partners, I met monthly with each to consult on business goals, maximize RMM value, and coordinate with our support and development teams on service delivery. I maintained onboarding processes and call templates for the team and served as an escalation point for complex issues. One initiative I'm particularly proud of: I designed a periodic re-onboarding process for long-tenured partners to address configuration drift that naturally accumulates in RMM environments over time. It systematically surfaced issues that typically only get caught at initial onboarding and helped us maintain a consistent service level across all accounts. I was awarded "Employee of the Year" in 2023.
I was hired in as the primary on-site technician and worked my way up to being a project engineer and escalation point. My initial role was new computer installs - a process which needed to be efficient and seamless for the end-user. I was on the help desk as well, balancing priorities with projects and tickets. My Project Engineer role involved server upgrades and migrations, firewall and switch installs and more.
I provided remote support, proactive maintenance and security solutions for multiple clients. I began as a cable technician and after showing initiative was given an opportunity on the help desk. I volunteered for anything I could while learning my role and ended up leading the charge for migrating our customers to new security offerings. During this process, I discovered a love for scripting and automation. I also assisted the sales team with creating material for selling these services to new customers. I was promoted into a team leadership role for our managed services department and oversaw our LabTech/ConnectWise Automate RMM system, BrightGauge reporting system as well as backup services. During this time I also trained multiple technicians and ran a garden variety of projects including digital signage and a classroom speaker system for a high school - which involved creating documentation and running training sessions with teachers.