Objective:
Experienced IT Support Engineer with over 7 years in the IT business and 4 years of experience managing and supporting IT helpdesk operations. Skilled in troubleshooting hardware and software issues, installing and configuring computer systems, and maintaining network security.
Education/ Certifications
- Azure Fundamentals 2024
- IGEL OS Certified 2022
- ITIL v4 Foundation 2020
- BS, Information Technology and Business
- BA, Computer Science
Skills
Professional:
- Professional Oral and Written Communication
- Client Management
- Project Management
- Team Lead
- Staff Training
- Highly Independent
Technical:
- Microsoft Windows Server 2003+
- Windows 10/11, IGEL OS
- Citrix Workspace, Microsoft Azure
- VMWare
- AD, GPO, Cisco Meraki, Fortinet
- PBX/VOIP
Employment History
MSP (2020-2024)
Support Engineer
- Provide support to over 500 endpoints across multiple locations.
- Develop and implement policies and procedures to improve helpdesk operations and customer satisfaction.
- Deployed and managed mobile devices using Microsoft Intune endpoint management service.
- Built and deployed Citrix Server/ Maintained Citrix Workspace
- Deployed and maintained IGEL OS thin clients.
- Provided support for various EMR software such as Epic, and Nextgen.
- Utilized advanced cyber security/filtering software such as DarkTrace, Mimecast, Auvik, Tierpoint, and CrowdStrike.
- Built VDI’s/VDA’s using Microsoft Azure, and Citrix.
- Managed Veeam and Barracuda backups.
- Managed users, group policies and domain controllers.
MSP in Tri-State area (2017-2020)
Help Desk Manager
- Developed strategic network infrastructure plans for new and existing businesses.
- Collaborated with the IT Director and other vendors and contractors to ensure project deliverables remained on track.
- Configured Fortinet and Aruba Switches and Routers
- Managed 3 field and help desk technicians, provided training and performance evaluations.
- Ensured proper delivery of Service Level Agreements.
- Developed, managed, and maintained reports for internal support team and IT Director to provide issue status.
- Maintained and administered Active Directory, Exchange Server, and Office 365.
- Assisted with the setup and maintenance of virtualized environments using VMWare and Hyper-V
- Provisioned and deployed Yealink and Polycom VoIP phones using Vodia, 3CX, and Skyswitch PBX systems.
Nursing and Rehab (2015-2017
Systems Administrator
- Built, configured, patched, upgraded, and troubleshooted both virtual and physical Windows Servers 2012 r2 and 2019.
- Troubleshooted and resolved hardware and software related to desktops, laptops, printers, and scanners.
- Daily use and configuration of Active Directory, user roles/permissions, Group Policy, Microsoft O365, and Exchange Server.
- Prioritized incoming tickets and ensured timely completion using ConnectWise Manage.
- Provided all levels of technical support to 150 PCs and laptops, and 12 physical and virtual servers.
- Utilized SolarWinds (N-able) RMM for end user remote support, device monitoring.
- Worked with vendors to learn and deploy new software and fix urgent and high priority network complications.
- Developed training presentations and held meetings with in-house staff to introduce new utilized software and hardware.
