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Accomplished Information Technology professional seeking to help organizations solve their technological and business needs, with experience in managed services, solution implementation, information security, and network operations. Familiarity with a variety of verticals, including servers and storage, unified communications, networking, security, and network operations. Responsible for the deployment of a dedicated Network Operations Center (NOC) focused on proactive issue identification, alerting, and automated solutions. Designed and developed a comprehensive network assessment portfolio using widely-accepted industry tools and standards.

Work History

Jan 2016Present

Lead NOC Engineer

RMM Solutions Inc.
  • Implementation and management of a dedicated Network Operations Center (NOC)
  • Integration of systems into a single, service delivery platform, including CRM, RMM, documentation, customer service,  and network monitoring applications.
  • Coordinated solution automation and alerting strategies.
  • Developed internal and external customer deliverables.
Jan 2015Jan 2016

Systems Administrator - Service Team Lead

RMM Solutions Inc.
  • Implementation of a dedicated Network Operations Center (NOC)
  • Oversight of over fifteen engineers and service coordinators.
  • Management oversight and configuration of RMM and PSA tools.
  • Integration of managed services technologies with a common PSA tool.
  • Redesign and deployment of a new customer service platform.
  • Implementation of monitoring systems and best practices
  • Worked with the Director to create and maintain KPI metrics.
  • Redesign of business processes and procedures within the PSA.
  • Advanced support of servers and storage, unified communications, firewalls and security, and routing and switching.
Sep 2013Jan 2015

Network Operations Engineer

RMM Solutions Inc.
  • Proactive support of more than 100 managed services customers
  • Troubleshooting and maintenance of data, unified communications, network, and security infrastructure devices.
  • Installation of firewalls, servers, and other network devices.
  • Development of the network assessment product portfolio.
  • On-site analysis of client technology and data infrastructure.
  • Assessed client's data, network, and security infrastructure for health and risk factors.
  • Presentation of assessment recommendations and output to senior leadership and the client.
Feb 2012Sep 2013

IT Specialist

Peoples State Bank
  • Desktop management, monitoring, imaging, and deployment.
  • ITSM systems deployment and process improvement.
  • Network and virtual server infrastructure management, and configuration.
  • Management of unified communications systems and software.
  • Active Directory management and maintenance.
Jun 2010Feb 2012

Client Services Representative

Harley Davidson Motor Company
  • International help desk support of manufacturing operations.
  • Desktop imaging and software deployment.
  • Software and hardware solution documentation.


Cisco Certified Network Associate (CCNA) Security - License CSCO12263708

Cisco Certified Network Professional (CCNP) Route/Switch - License CSCO12263708

WatchGuard Fireware Essentials - License ACMP-000008509

Shoretel Certified Support Engineer - UC

Shoretel Certified Implementation Specialist - UC


Network Operations Center (NOC) Implementation

Deployment of a dedicated Network Operations Center (NOC). Developed automation, alerting, and remote monitoring solutions. Integrated and deployed new service delivery platforms. Recruitment, training, and management of a team of engineers dedicated to proactively solving customer's issues. 

GreenLight IT 

Extension of a co-managed information technology solution. Focus on providing the customer with a white-labeled set of IT service management tools, and the ability to escalate issues to the vendor. Solutions managed and configured b the Network Operations Center (NOC). Features included:

  • Dedicated ticketing system
  • Remote screen sharing
  • White-labeled customer service portal
  • Network monitoring dashboard and interactive network diagram
  • Reporting and performance metrics
  • Preconfigured and preexisting scripted solutions triggered by events in the network

Help Desk Reorganization

Worked with an outside consultant to improve help desk processes, policies, and procedures. A focus on increasing recurring revenue through a streamlined Managed Services practice. Tasks included:

  • ITSM/CRM platform reconfiguration
  • Remote Monitoring and Management (RMM) platform reconfiguration
  • Workflow rule automation
  • Revised internal and external communication processes
  • Defining end-to-end sales to service delivery procedures

Service Desk Implementation and Process Improvement

Implementation of a service desk software solution, focused on ITIL standards and processes. Expansion of existing Help Desk infrastructure, migration of change management forms and procedures from an existing solution, and improvement of processes. Tasks included:

  • Procedures for user account management and end-user hardware deployment.
  • Asset tracking and management.
  • Incident tracking and management.
  • Facilities related requests and time tracking.
  • Change and problem management forms and procedures.
  • Automated ticket creation for recurring tasks.



Technical Certificate - IT - Information Security

Northcentral Technical College

Technical Certificate - IT - Website Hardware/Software Administrator

Northcentral Technical College

Certificate - Supervision

Northcentral Technical College