Feb 2025 – Jan 2026 · 11 mos · United States · On-site

• Provide white-glove technical support for C-level executives (CIO, CFO, VPs), including Windows 11 migrations, Microsoft 365 optimization (Outlook, OneDrive, SharePoint), and secure remote access (FortiClient/AWS VPN).
• Serve as primary point of contact for executive IT needs, troubleshooting high-priority hardware/software issues on Mac, PC, and iOS devices with minimal downtime.
• Configure and maintain AV systems for executive meetings (MS Teams Rooms, conference tech) and ensure seamless mobile device management via Intune/JAMF Pro.
• Document and resolve incidents in ServiceNow, maintaining strict SLAs for executive requests while coordinating escalations to L3 teams when needed.

Nov 2022 – Dec 2024 · 2 yrs 1 mo · Atlanta, Georgia, United States · On-site

• Delivered dedicated IT support to executives and senior leadership, managing Microsoft 365 environments (Exchange, Teams, OneDrive) and Windows 11 deployments with zero data loss.
• Ensured 24/7 productivity for C-suite by troubleshooting network connectivity (LAN/Wi-Fi/VPN), mobile devices, and video conferencing systems (Teams, Zoom Rooms).
• Automated executive workflows through Azure AD, Intune policies, and SCCM deployments, reducing ticket volume by 30% for VIP users.

Mar 2021 – Oct 2022 · 1 yr 7 mos · Atlanta, Georgia, United States · On-site

• Provided tier-2/3 support for CEO, CFO, and CTO, resolving complex issues with Mac/Windows laptops, iOS devices, and collaboration tools (Teams, SharePoint).
• Spearheaded security hardening for executive devices (BitLocker, MFA, VPN) and acted as liaison between leadership and IT teams for critical projects.
• Optimized executive productivity by proactively monitoring systems and conducting quarterly tech reviews to align tools with business needs.

Aug 2018 – Mar 2021 · 2 yrs 7 mos · Atlanta, GA

• Provide technical assistance to financial advisors and support staff with issues encountered while using the organization's proprietary web-based applications, including VISION2020 Advisor Portal and Clearing firm applications (NetX360, Wealthscape, WMP).
• Provide solutions to issues related to Internet Explorer setting adjustments, compatibility issues with other software, resetting passwords for Advisors, their staff, and at times clients of the Advisors, and responding to basic computer questions and problems when needed.
• Setup, maintain, and troubleshoot Dell, HP, and MS Surface tablets and network printers.
• VPN setup and troubleshooting.
• Ensured that any unresolved technical issues at the point of call are documented in the Incident Management ticketing system (ConnectWise) for routing to the appropriate technical support or development team for further research.
• Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existing infrastructure, applications, systems, and software.
• Improved workflows and application productivity for end users by implementing global standards, reducing errors, improving time, and saving costs.
• Trained junior staff and end-users to install and configure applications by streamlining processes and creating the best practice manual, improving efficiency by 85%.

Dec 2017 – Jul 2018 · 7 mos · Sandy Springs, GA

• Established and maintained client relations by providing "white-glove service" end-user support via remote assistance with RSA two factor authentication, printer mapping, password resets, and network connectivity.
• Resolved a daily average of 45-50 tickets ranging from tier 1-3 service problems.
• Provided support for Office 365, Microsoft Windows 7-10, compatibility view settings for IE 11, and cache clearing in Chrome to ensure access to proprietary software.
• Ran and terminated Cat5/6 cables.
• Active Directory Administration including account creation, password resets, permissions, group policies, etc.
• Installed end-user hardware including Dell and HP desktop PCs, laptops, Canon and Xerox printers, scanners, and network interfaces devices.
• Led efforts in resolving technical issues by evaluation, root cause, and collaboration with internal and external technical support teams to ensure a 100% problem resolution.
• Continuously achieve operational efficiency and performance by consistently meeting and exceeding established goals and expectations while providing ongoing support, training, and performance.
• Consistently maintained a 95% average customer satisfaction score through a passion for exceptional customer service.

Apr 2013 – Oct 2017 · 4 yrs 6 mos

• Completed hardware and software installs, maintenance, and repairs for users and servers
• Utilized Microsoft Intune to manage devices, configure policies, and implement security features
• Enrolled Mac devices into JAMF Pro, performing software updates, and troubleshooting various MacOS-related issues
• Windows 10 and Windows 11 workstation management utilizing endpoint management tools including SCCM, Intune, and JAMF Pro. Tasks included OS deployment, software distribution, patch management, and compliance reporting• Presented and managed IT projects including management of MSP resources and vendors.
• Diagnosed Mac hardware issues and provided L2 level Mac support remotely
• Installed, configured, and troubleshot Mac OS X Clients