Centralized Services/Network Admin “Automation Maestro”

Summary

High performing, motivated self-starter, enthusiastic professional, with proven ability to provide team effectiveness and leadership development to all levels of an organization. Ability and interest in learning and incorporating new technology. Consistently receive positive feedback from managers, coworkers and clients.

Experience

MSP (2017-Present)
Centralized Services/Network Admin

• Windows Server Installs and high-level troubleshooting
• Cloud & Server Deployments / Migrations
• Azure AD
• Azure VMs
• MDM / Intune
• Domain Controllers
• File Servers
• Print servers
• DHCP and subcomponents as necessary
• Microsoft Exchange migrations and troubleshooting
• This includes on Prem, O365, and Hybrid
• Network and Server documentation
• Ability to review an existing network, find and document potential trouble points and recommend proper remedies
• Hard drive recovery
• Stand-alone and RAID Array repairs/recovery
• Virtual Server Setup and Migration (P to V or V to V)
• Should have good working knowledge or HyperV and VMWare
• Wireless Networks
• Install/Configure/Troubleshoot
• Installation of Complex WIFI networks with VLAN tagging and Guest Portal logons
• Network troubleshooting
• Basic to Advanced Layer troubleshooting
• Network equipment Installation and configuration
• Ability to install and configure routers, switches, Firewall
• Preferred knowledge HP, Aruba, Cisco, Meraki, WatchGuard, SonicWALL
• VPN Site to Site buildouts and troubleshooting
• VPN end-user connectivity setup and troubleshooting via
• Supporting all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the enduser workstations
• Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize users downtime
• Performs work in compliance with specified warranty requirements and returns defective equipment/ parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
• Coordinate and Program mass deployments of Software, Networks, and Servers
• Manage mass deployments of Apple and Mac devices
• Develop automation through Powershell for Level 1 tech to execute commands
• Centralized implementations
• Coordinate Project

MSP same as above (2017-Present)
Support Associate/Network Admin

• Planned and Coordinated network installs for multiple corporate operations
• Created, Engineered & Deployed multiple servers’, domain, and workstations
• Analyzed all servers, workstations, networks, and VMware infrastructure
• Ensured all data center hardware and software is up to date
• Implemented secure user IDs domain, systems, applications  for internal and external customers
• Administered replacing and configuring the telephone system \ telephones
• Researched, learned, tested and documented all IT system processes and procedures
• Created training documents for employees in training
• Performed daily server, interface and process maintenance and monitoring
• Primary Domain Administrator
• Primary Email Administrator
• Primary Antivirus Administrator
• Developed and performed extensive regular security audits on servers
• Provide professionals with Network concepts and technologies
• Provide professional with Cisco, Merika, Untangle & Zyxel Routers and Switches
• Provide professionals with Cisco Core Nexus Switches
• Provide professionals with Cisco, Untangle & Zyxel Firewalls, IPS, and security solutions
• Knowledge of basic computer cabling (parallel, serial, Ethernet, voice, etc.).
• Knowledge of Ethernet networking (TCP/IP, DNS, switching) routing and internet technologies
• Experience troubleshooting hardware and software problems with vendor support staff
• Hands-on working knowledge of Microsoft Windows server operating systems and working with Server
• 2012
• Hands-on working knowledge of Microsoft Windows desktop operating systems
• Strong user skills with Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• Strong written and verbal communication skills
• Travel to sites to configure and set up network systems

POS Company (2017-2017)
IT Network Specialist

• Provide technical assistance and support related to computer systems, hardware, or software.
• Provide technical assistance and support related to restaurant POS (SICOM & NCR), Menu boards, Software & hardware
• Run diagnostic programs, isolate problems, determine and implement solution within established
• Document reoccurring support incidents and corresponding resolution procedures using Business
• Management Platform.
• Troubleshoot Printers, scanners, and fax machine
• Install, repair, and update computer hardware and software programs.
• Remote support, Remote reimaging break/fixes, patch management, create software packages and push applications from it.
• IT Support relating to technical issues involving Windows and MAC Environment.
• Diagnose and resolve network issues including LAN, WAN, and VPN.
• Active Directory add/delete users, create groups
• Communicate with customers as required: Keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Large IT Company (2016-2017)
Lead Technical Analyst/Tier 2

• Troubleshoot & repair hardware issues as a Level 1 & 2 agent
• Handle IBM Internal, Business Partners, & field Technician with Help desk troubleshooting
• Create and Escalate tickets using Salesforce
• IBM OCPM Lex and Cross Derby & SCM Ticketing system
• Communicate with customers and agents to resolve hardware and software issues
• Train and assist Level 1 & 2 agents
• Monitor and report KPIs(Key Performance Indicators) 20+ agents
• Technical liaison
• Knowledge of IP’s, subnets, WLAN, LAN, Firewalls, routers and switches
• Knowledge of network troubleshooting commands including: ipconfig, ping, tracert.
• PC Hardware (Support Lenovo Think products workstation, servers, desktops, & laptops)
• Software ( Windows 10, Windows 7, Windows 8 & Linux operation system support, Active Directory, MS DOS, Lotus Notes, Teamtrack, Remedy, IBM OCPM Lex and Cross Derby & SCM Ticketing system, Logme In Rescue)
• Skills ( Microsoft Office Word, Excel, Power Point, Microsoft Outlook, Publisher, Attention to detail, Multitasking, Leadership, Fast Learner, Customer Service, Problem-solving)

Large IT Company same as above (2015-2016)
Technical Support / Tier I

• Troubleshoot & repair hardware issues as a Tier 1 agent
• Exceed callhandling goals 45 calls a day
• Great first call resolution ratio, with a average talk time of 8 mins (11 mins is the goal)
• Great researcher, analyzing and rectifying problems, Excel in asking probing question
• Accomplishments (Employee of the Quarter, Assigned as a trainer to assist new agents)

Large IT Company same as above (2015-2015)
Customer Support Representative

• Oversee the daily performance of computer systems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Resolve customers\’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Order tests that could determine the causes of product malfunctions.
• Accomplishments ( Great performer, Averaging 55 calls a day within the 10 min averaged talk time per call, Assist and Train New agents understanding the system)
• Skills Used ( Attention to detail, Leadership, Problem solving, Customer service, Multitasking, technical advise)

Municipality (2014-2015)
Customer Service Specialist

• Ensuring that customer inquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required. Doing this by using judgment and taking decisions within established procedures for each inquiry.
• Responding promptly to customer enquiries in person or via telephone, letter, and email always in a professional & efficient manner
• Using the inhouse system to record necessary information and instigate actions as required
• Processing orders, forms, applications and requests for information.
• Dealing efficiently with questions and queries from customers.
• Keeping up to date with all the company’s products, services and procedures
• Directing requests and unresolved issues to other colleagues.
• Maintaining up to date paper and computer based files and administrative systems.
• Promoting the company’s products and services to customers.
• Handling objections professionally

Auto Manufacturing (2012-2012)
Data Entry Specialist (Intern)

• Develop data warehouse process models, including sourcing, loading, transformation, and extraction.
• Create supporting documentation, such as metadata and diagrams of entity relationships, business processes, and process flow.
• Develop and implement data extraction procedures from other systems, such as administration, billing, or claims.
• Develop or maintain standards, such as organization, structure, or nomenclature, for the design of data warehouse elements, such as data architectures, models, tools, and databases.
• Map data between source systems, data warehouses, and data marts.
• Verify the structure, accuracy, or quality of warehouse data.
• Provide or coordinate troubleshooting support for data warehouses.
• Test software systems or applications for software enhancements or new products.

Education

• Bachelor of Applied Science (B.A.Sc.), Mathematics and Computer Science

Licenses & Certifications

• Security + Certification  CompTIA
• Issued Jan 2017  Expires Apr 2017
• Networking + Certification  CompTIA
• Issued Jan 2017  Expires Apr 2017

Skills

• Network Optimization
• Network Design
• Optimization
• Technical Support
• Customer Service
• Troubleshooting
• Databases
• Data Entry
• Windows
• Call Centers