IT manager and systems engineer.

Jun 2024 — Aug 2025

IT Manager

Profero

Managing IT operations and infrastructure at a cybersecurity incident-response firm.

• Ran IT end-to-end for a 30-person incident-response firm — 100+ endpoints across Microsoft 365, Entra ID, Azure, Intune, JumpCloud, pfSense and CrowdStrike
• Automated VMware VM provisioning with PowerCLI and PowerShell — creation, OS setup, snapshots and teardown for incident-response environments
• Built JumpCloud onboarding and offboarding automation to standardize permissions and endpoint access

Sep 2020 — May 2024

IT Specialist

abra

Delivered cloud IT and security services to SMB clients — combining hands-on delivery with customer-facing work.

• Owned a changing portfolio of customer environments — helpdesk, Microsoft 365, Azure, Intune, endpoint security, backups and server infrastructure
• Led end-to-end Microsoft 365 migrations for multiple acquired companies, from dozens to roughly 150 users — planning through cutover and post-migration support
• Delivered customer Azure networking and security projects — VNets, site-to-site VPNs, Entra ID and access permissions

Sep 2017 — Oct 2019

Tier 3 Support Engineer

Claroty

Senior escalation engineer for an OT/IoT cybersecurity platform — owning the hardest issues end-to-end with enterprise customers.

• Tier 3 escalation owner for enterprise customers — diagnosis, fix, and post-incident follow-up
• Coordinated support delivery across channel partners — the technical link between customers, Product and R&D
• Customer-facing throughout: status updates, root-cause writeups, and remediation plans

Jan 2016 — Dec 2016

Support Engineer

Microsoft

Top-tier support for major enterprises and Premier customers — working within strict SLAs and customer-success expectations.

• Enterprise and Premier customer support under SLA — accountable for resolution and communication
• Migration guidance for enterprise customers through a major post-acquisition product transition
• Built an internal support knowledge center used by the team
• Helped migrate processes from a startup model to enterprise-grade support practices

Sep 2012 — Jul 2016

Post-Sales Engineer

Secure Islands Technologies (acquired by Microsoft)

Implementation and integration of data-security software at major international financial and legal institutions — long-form customer-facing engineering.

• Implemented and integrated enterprise data-security solutions for global customers across financial, legal and other regulated industries
• Product knowledge focal point — owned critical customer situations with Product and Engineering
• Delivered on-site engagements and technical training internationally, alongside remote implementation and support

Feb 2011 — Feb 2012

IT & Networks

Ajax Union Inc

Hands-on IT infrastructure and network management for a US-based marketing agency.

Oct 2008 — Aug 2010

PC & Network Technical Support

Malam

Technical troubleshooting in a large government office with over 500 workstations.

Dec 2007 — Sep 2008

PC Hardware Technician

B.H. Comtec

Diagnosis and repair of hardware faults on desktops and laptops.