From Hands-On Engineer to Team Lead | Delivering Growth Through Service Excellence

I began my career in IT with Dell SMB Tech Support, where I gained a strong foundation in customer service, technical troubleshooting, and end-user support. This role allowed me to understand the importance of clear communication, quick problem resolution, and building trust with clients through reliable service delivery.

After Dell, I transitioned into the MSP (Managed Service Provider) industry by joining an outsourced MSP resource company. This move expanded my scope from single-client support to managing multiple customers across diverse industries and IT environments. I worked my way up from Level 2 Engineer to Team Lead, gaining hands-on experience in both Helpdesk (HD) and NOC (Network Operations Center) operations.

As a Team Lead, I not only managed day-to-day technical escalations but also focused on mentoring and guiding my team, ensuring SLA adherence, and improving operational efficiency. I developed a deep understanding of MSP workflows, ticket triage, incident response, proactive monitoring, and escalation management. My leadership style combines accountability with empathy, making sure my team feels supported while maintaining business-critical outcomes for clients.

What sets me apart is my ability to bridge the gap between technology and people. I believe IT is not just about fixing systems but about enabling businesses to grow, adapt, and succeed. My passion lies in helping people, solving problems, and driving business growth through technology.

Today, I bring MSP expertise, leadership skills, and a customer-first mindset to every role I take on. Whether working on technical issues, leading teams, or interacting with clients, I am committed to building strong relationships, delivering consistent value, and fostering continuous improvement.