Detailed-oriented Project Focused Engineer with 10 years of Information Technology experience. Outstanding customer service skills with a strong background in troubleshooting and a professional presence with excellent speaking and instructing skills. Ive supported multiple clients ranging from 5 to 1000+ employees ranging from full audits and migrations as well as desktop support. Team player with judgment and decision-making skills to see projects through to completion. Works well with all levels of an organization.
WORK EXPERIENCE
Well-Known MSP (2024-Present)
System Engineer
- Scope New Projects assigned and adjust as needed
- Manage all technical aspects of the onboarding and offboarding of our clients, functions as lead technical contact on projects for the client and project manager
- Migrate clients from exchange on premise to 365
- Office 365 administration for clients w/ Powershell scripting
- Migrate on prem servers to the cloud
- Installs, configures, and maintains network services, equipment and devices.
- Documents network problems and resolution for future reference.
- Provides team and client with appropriate timelines to ensure that expectations and turnaround times are met.
- Delegates items when appropriate to the Sales Team.
- Monitors system performance and implements performance tuning.
- Work with the project manager and assigned stakeholders to help plan the technical portions of onboarding and decommission projects
Small MSP (2022-2024)
Project Engineer II
- Technology Solutions Firm. Project support for 100+ Clients
- Onboarding all new clients
- Installs new hardware and software for networks.
- Transfer domains to central registrar
- Update dns pointers for email flow
- Migrate clients from exchange on premise to 365
- Office 365 administration for clients w/ Powershell scripting
- Migrate on prem servers to the cloud
- Installs, configures, and maintains network services, equipment and devices.
- Manages all system back-up and resort protocol.
- Troubleshoots servers, workstations and systems.
- Documents network problems and resolution for future reference.
- Provides team and client with appropriate timelines to ensure that expectations and turnaround times are met.
- Delegates items when appropriate to the Sales Team.
- Monitors system performance and implements performance tuning.
- Manage user accounts, permissions, email, anti-virus and anti-spam software.
- Monitors software and network security problems.
- MSP in MD (2020-2021
- Senior Network Consultant
- Technology Solutions Firm. Primary onsite and remote support for 100+ Clients
- Provide on-site and remote desktop support for end users
- Provide escalation support for Support Services technicians
- Design, configure, monitor, and optimize IT infrastructure for optimal performance, maximum availability, minimal maintenance, and reasonable costs
- Analyze users’ needs and recommend appropriate technology infrastructure configurations
- Implement and maintain routers, switches, firewalls, Windows servers and Internet/Intranet connections
- Perform preventative and fault isolation maintenance on local and wide area networks
- Perform file maintenance on servers, domains, and user files and/or databases
- Design, configure, maintain, and manage network security and backup features for local and wide area networks
- Configure, monitor, and maintain anti-virus and backup programs to ensure network and systems integrity
- Perform advanced diagnostics and maintenance on desktop devices when additional expertise is required
- Analyze, recommend, and evaluate new hardware and software products for network compatibility
- Develop, maintain, and update a library of technical documentation
- Keep current on new developments and techniques in information technology
MSP (2017-2020)
Project Engineer/Solutions Engineer
- Technology Solutions Firm. Primary onsite support for 70+ Clients
- Serve as the primary and dedicated onsite support for 70+ clients which includes mass projects such as first time onboarding for new clients, workstation deployments, phone deployments and migrations.
- Serve as a solutions engineer which involves meeting with prospect clients and inspecting and providing upgrade recommendations to their current setups with servers, firewalls, workstations and their overall network setup.
- Transfer domains to central registrar
- Update dns pointers for email flow
- Migrate clients from exchange on premise to 365
- Office 365 administration for clients w/ Powershell scripting
- Migrate on prem servers to the cloud
- Configure install and manage on premise servers, hosted servers, hypervisor and vmware environments
- Configure, install and upgrade Cisco ASA, Meraki and Sonicwall Firewalls, computer hardware, and printers.
- Assist with end user moves, disconnecting, reconnecting and testing computers, and peripheral devices.
- Upgrade user stations from Windows 7 to Windows 10 and migrate all data and 3rd party applications. Migrate pst files forOffice
- 2010 to Office 365 upgrades
- Support and maintain PC hardware and software including new computer setup, images, software installation, preventive maintenance, and troubleshooting.
- Provide findings and escalate issues to the appropriate team.
- Document any issues reported and the resolution of these issues in the ticketing database for historical tracking andreference.
- Work with VP of Business Development and Operations Manager and ensure the timely and effective completion of projects for overall customer satisfaction.
- Follow established protocols, procedures, policies, and meet arranged service level agreements.
- Work effectively cross-functional teams to define technical requirements and identify and resolve technical issues.
Another MSP (2015-2017)
Technical Support Specialist
- Technology Solutions Firm – Support Technician for KIPPDC Schools
- Handle tier 1 & 2 ticket request daily using Connectwise and Zendesk ticketing system
- Remote access through screen connect and Labtech application
- Imaged Mac and Dell laptops for new staff
- Troubleshoot network failures through OSI layer method
- Inventory management for 500 user campuses.
- VOIP phone configuration and installation using Allworx
- Installation and configuration of network hardware equipment
- Configuration of handheld devices using Mosyle and Cisco Meraki
- Aruba access point management
- Active Directory Management
- Chromebook configuration and installation
- MFP configuration
- Audio Visual installation and configuration
CERTIFICATIONS AND LICENSES
- CompTIA A+ CompTIA Network+ CompTIA Security+
SKILLS
- Domain Transfers
- Email Migrations 2k3 and up
- Server Migrations
- Windows 7/10
- VMWARE/HYPERVISOR
- Firewall Configuration and cutovers
- New Client Deep Dives and Cutovers
- ConnectWise
- Anywhere Zendesk
- Citrix
- Auvik /PRTG management
- Desktop Troubleshooting and support
- Backup Device Management and configuration
- Smartphones
- 3rd party Application support and upgrades across client sites
- Operating Systems
- Office Moves
- Remote Access Software
- IT Glue Windows Server VoIP
- 2008/2012/2016/2019 Network Firewalls DHCP TCP/IP
- Active Directory and Group Policy
- Management
- Computer Networking
- LAN DNS
- Computer Hardware
- PowerShell
- WAN
