Skills
- Provisioning for Windows 7, 10, 11, Window Server 2019, firewall, switches, misc. network devices
- Basic scripting in Linux, CMD, PowerShell
- Network concepts: TCP, IP, DNS, DHCP, SMTP, VLAN, RDP, SFTP
- ConnectWise: Manage, Automate, Control
- Active Directory and group policy
- Troubleshooting complex issues with clients
- Familiarity with SonicWALL/Meraki Firewalls
- Network monitors: PRTG / Uptime Robot
- Microsoft Office 365 applications
- Microsoft Entra and SharePoint
- Printers: HP, Brother, Ricoh, Canon, Xerox, Epson, Zebra
- VoIP/VPN troubleshooting
- ESXI/Virtual Box/VMware
- Log analysis of Windows / POS applications
Experience
MSP (2022-Present)
Service Desk Engineer
- Led a small project in the NOC team in managing, provisioning, deploying, and troubleshooting over 25 appliances and 75 Axcient backup endpoints.
- Led initiative project to increase productivity in provisioning process testing tools such as Immy Bot, Smart Deploy, Rewst, EzDeploy demos in testing environment.
- Effectively managed the client security stack, which included Zorus, Threatlocker, SentinelOne, Webroot, and Todyl.
- Proficiently executed desktop profile transfers using ProfWiz.
- Diagnosed and resolved issues related to client-specific applications and platforms, including Allscripts EMR/PM, PatientNow, and Yardi.
- Effectively managed and fixed user email flow through AppRiver and Microsoft 365 along with facilitating email migrations to M365 environment.
- Recognized as Employee of the Quarter for both Q4 2022 and Q1 2024, with a remarkable track record of closing over 800 tickets between the 2nd and 4th quarters in the first year.
IT Company (2021-2022)
Call Test Field Engineer
- Call tested GSM, UMTS, L600, L700, L19, L21, L25, 5G technologies at cell tower sites and fixed test tool as needed.
- Worked in the South Florida division of Ericsson’s Excalibur SRS Project to provide test data to T-mobile engineers to ensure proper transition to new technologies.
MSP in Tampa (2019-2021)
Support Technician Level 1
- Configured Coalfire for client’s quarterly PCI scans for over 300+ locations.
- Troubleshoot OSI layers 1/3/7 of clients, such as Demert Brands, First Watch, and Growve, to ensure employees were able to work at optimal conditions.
- Integrated KnowBe4 platform with O365 and provided phishing training to clients.
Telecommunications (2016-2017)
Drive Tester Technician
- Established and navigated nationwide drive test routes that ensured radio tower signals (GSM and E911) maintained uptime and uninterrupted access.
- Sent signal test data to radio frequency engineers to adjust tower signals for AT&T’s mobile network.
Education
- Associate of Arts
