About
Master’s Degree in Network and Security and 10+ years successfully running an IT solutions business.
Delivered 99.99% system availability across diverse client infrastructures while leveraging automation to reduce MTTR by 35%.
Expert at bridging traditional systems with Zero Trust frameworks to secure remote-first workforces, reducing security vulnerabilities by 40%.
Maintained a 95% user satisfaction rating by combining technical precision with high-touch empathy, utilizing cloud-based tools to accelerate remote provisioning by 60%.
Updated with 2026 Professional Credentials.
Experience
IT Manager/Consultant
®Video Play I.T. Solutions
Jan 2015 – Dec 2025
Executed rapid triage for Tier 1 issues and performed advanced backend troubleshooting for Tier 2 technical escalations to support a distributed workforce, consistently achieving a first-contact resolution rate of 95% or higher and a 4.9/5.0 user satisfaction rating.
Managed the deployment, customization, and updating of Windows, macOS, and Linux operating systems across all physical endpoints, maintaining a 99.5% software compliance rate.
Enforced strict security policies, including multi-factor authentication and VPN configurations, to secure 100% of active network connections, while administering daily backups with a 100% data recovery success rate.
Monitored and managed incoming service queues to consistently achieve a 98.5% on-time resolution rate, exceeding the team's 95.0% benchmark.
Formulated weekly preventative maintenance protocols and conducted IT infrastructure assessments, reducing performance bottlenecks by 30% and improving remote connection stability by 25%.
WindowsmacOSVPN
IT Coordinator
Servitek Ltd.
Jan 2013 – Nov 2015
Technical SupportSystem SecurityQueue Management
IT Administrator/Specialist
University of Maryland
Jan 2010 – Jun 2012
Systems AdministrationEndpoint ManagementBackup Solutions
Education
Cisco Systems, Inc.
Professional Certificate · Network Security
Anglia Ruskin University
Master’s Degree · Network & Security
Certifications
Amazon Web Services: Cloud Practitioner Essentials
Amazon Web Services
2026 – No expiry
Security Operations Centre Essentials - Investigating with Splunk
Cisco
2026 – No expiry
Jamf - Apple Device Management (Jamf 100)
Jamf
2026 – No expiry
Customer Engagement Fundamentals
Linux Foundation LFS101
2026 – No expiry
Explore Microsoft Teams
Microsoft
2026 – No expiry
Google Workspace Essentials
Google Workspace
2026 – No expiry
Slack Essential Training
Slack
2026 – No expiry
Configuring and Operating Microsoft Azure Virtual Desktop (AZ-140T00-A)
Microsoft
2026 – No expiry
AWS IAM Fundamentals & Troubleshooting
Amazon Web Services
2026 – No expiry
Cloud Practitioner Essentials
Amazon Web Services
2026 – No expiry
Introduction to Cloud Infrastructure (AZ-900T00-A)
Microsoft
2026 – No expiry
Security, Compliance, and Identity Fundamentals (SC-900T00-A)
Microsoft
2026 – No expiry
FortiGate 7.6 Operator
Fortinet
2026 – No expiry
Essentials - Investigating with Splunk
Cisco
2026 – No expiry
Security Operations Centre
Cisco
2026 – No expiry
Introduction to Splunk
Cisco
2026 – No expiry
Apple Device Management (Jamf 100)
Jamf
2026 – No expiry
Introduction to Linux (LFS101)
Linux Foundation
2026 – No expiry
Customer Engagement: Fundamentals
IBM
2026 – No expiry
Infrastructure, Systems Administration & IT Support 2026
IBM
2026 – No expiry
Cisco Network Security (CCNA)
Cisco Systems, Inc.
