Advanced MSP Technical Support & Automation

Location:

Posted:

August 17, 2026

Charles Delgado

Email: *******.******.*******@*******.***

Experience

Netfusion MSP Advanced Tech Support

Phoenix, AZ March 2015 – June 2026

• Served hundreds to include Spanish international MSP customers remotely and via field visits providing:

Superb detailed and concise liaison communication between client management and their local client IT staff.

• Supported BYOD solutions like Uniflow, end point management like Tanium, SCCM and ServiceNow AI agents.

Developed use cases; automated scripts and update tools for workflows and integrated existing KB articles.

On occasion assisted DevOps in REST API testing and translated client BRD to third party integrations.

Connected, tested and deployed via Jira ITSM formal processes BRD, UAT, SoW and change management.

Worked with vendors on support and development of feature improvement areas with emerging technologies.

• As needed, created packaging and deployment of legacy third party applications for Windows and Linux.

For Citrix VDI third party integrations via Nutanix and Azure on cloud and hyperconverged platforms.

Researched application, legacy compatibility challenges providing cost effective alternatives.

• Assisted in site build out projects providing solutions to more complex adaptations such as:

Access points, extenders and wireless analysis for overcoming obstructions to bandwidth range and interference.

Assisted in adjustments to finite settings to provide peak performance for wireless systems.

Per BRD and SoW also scripted security options to include ACLs for MAC binding and linking SSO/Radius. Dell Sonic Wall Senior Technical Support Agent

Tempe, AZ July 2008 – February2015

• Aside from providing enterprise to node root cause analysis, worked with vendors like VMware to correct routing and security challenges:

In the DMZ, for NAT/PAT; for VLANs, in various tunneling, in OSPF, BGP and virtual network configurations. Skills

• Responsive to prioritizing a SLA driving environment and able to work long hours for enhancement and site projects.

• Administration via scripting like Powershell, Bash or CL contingent on device or virtualization version options:

For Windows and Virtual PaaS, managing Office 365, Sharepoint, Azure AD, GPO, DHCP/ DNS and security.

For Windows 11 and 10 solutions and implementations to include virtualized and embedded nodes.

For multiple Office 365 and integrated cloud apps like Jira, Zapier, Teams, Visio, OneDrive and OneNote.

For various spam filtering appliances and services like ProofPoint, M365 Defender/EOP and Abnormal AI.

• Excellent knowledge in CRM, RRM and Monitoring systems such as ServiceNow, N-able, ClientWise and Solar Winds.

• Experienced in the analysis of SIEM aggregated logs like Splunk and Sumo Logic for security threats to eliminate:

Real threats and false positives with occasional cross platform challenges solved with vendor support escalations. Education/ Certifications

Estrella Community College Avondale, AZ

Linux and Networking Administration AAS May 2017

• Sonic Wall Network Security Advanced Administration

• Juniper Networks Certified Associate – Code: FTGS4BFS724EK1Z7