Provides advanced technical support for managed-service clients through phone, email, chat, and ticketing systems. Maintains, troubleshoots, upgrades, and documents computer, server, network, cloud, virtualization, storage, mobile, and VoIP infrastructure. Resolves escalated issues, mentors service desk staff, supports onsite engineers, manages tickets and KPIs, participates in on-call rotations, and maintains technical certifications in a hybrid work environment.

Advise clients on technology and AI strategy, build 3-5 year IT roadmaps, engage C-suite, design Microsoft-based solution architectures, guide AI adoption/governance, optimize IT budgets, lead audits and presales to generate strategic consulting engagements.