INFORMATION TECHNOLOGY SPECIALIST
Accomplished information technology specialist with nearly twenty years of experience in the management and support of information technology systems. David is very personable and highly effective in communicating and implementing technical solutions for non-technical staff and clients and has extensive experience in lead positions in the help-desk environment. Technical ability includes expertise and experience with the following:
- Microsoft Windows, Linux, and
- Apple Operating Systems
- Network setup and optimization.
- MS Office 365 Administration
- Azure and Active Directory, &
- Group Policy Management
- MFA & SSO Solutions
- Onsite and cloud-based backup solutions – Datto & Barracuda
- Windows and Linux Servers
- Wired and Wireless Routers and
- Switches
- POS System Software
- VMWare & VirtualBox
- SharePoint Administration
- Barracuda Total Email Protection
- Ticketing systems – ConnectWise,
- Autotask, Zendesk, etc.
- Google Workspace
- Email Management
- VPN Setup and Optimization
- Virus prevention & removal –
- Microtrend & SentinelOne
- MS Access, SQL & MySQL
- Databases
- TeamViewer, LogMeIn,
- ConnectWise, and Kaseya
PROFESSIONAL EXPERIENCE
Well Known MSP (2021-Present)
Director of IT Services
- Responsible for managing level one technicians and resolving all support tickets for 30+ clients with 300+ local, mobile, and overseas endpoints.
- Onsite and virtual consultation with perspective clients, onboarding of new clients, working with existing managed services, and/or migrated to other partner-supported service providers.
- Management & Maintenance of clients’ IT infrastructure – including but not limited to Office 365, Google Workspace, email security, network security, hardware support, third-party software support, etc.
- Worked closely with third-party vendors to support and manage the IT needs our clients and provided consulting for alternative solutions when applicable
Business and Technology Consulting Firm (2018-2021)
Support Technician
- First responder to business and proprietary POS support requests
- Responsibilities:
- Provided proprietary POS software application support.
- Responsible for resolving tier-1 and tier 2 level support service requests.
- Escalation of unresolved service requests to the development team
- Maintenance of Microsoft 365 accounts for applicable clients
- Trained customers on proper use of the hardware and software
- Responsible for maintaining virtual server infrastructure for clients.
- Worked directly with credit card processor, Paygistix, to troubleshoot any internet-related hardware issues, resolve any batch issues, refunds, charge discrepancies, etc.
Environmental Agency (2007-2011)
Information Technology Manager
- Responsible for managing, implementing, and overseeing all information technology aspects of the company.
- Designed and supported all company-contracted websites.
- Established a dynamic, and redundant, virtualized server environment from the ground up.
- Established and managed local and remote access network
- Purchased and supported all company hardware and software.
- Setup MS Exchange and later managed successful transition to Google Workspace
Global IT Services (2011-2015)
eBusiness Analyst
- Responsible for working with customers/suppliers to assist in integrating XML into their procurement systems. Worked to facilitate testing and resolve any errors that occurred during the integration process.
- Worked directly with the IT department, and third-party service providers with over one-hundred different suppliers to integrate their products into Motion’s procurement systems.
- Worked with suppliers to trouble-shoot and resolve any XML related issues between systems.
- Assisted customers with XML related issues that occurred when orders products from Motion Industries
POS Company (2004-2007)
Support Technician / After-Hours Service Coordinator
- After-hours first responder to support calls from over 1,500 restaurant through-out DE, MD, and NJ.
- Highly successful at troubleshooting and resolving support issues over the phone and/or working with another onsite technicians.
- Responded to after-hours calls, and resolved calls over the phone or dispatched onsite support as needed.
- Trained customers on proper use of the hardware and software
- Communicated directly with software designers and hardware vendors on complex support issues.
- Worked directly with credit card processors, (Global Payment Systems, authorize.net and others), to troubleshoot any internet-related hardware issues, resolve any batch issues, refunds, or charge discrepancies.
EDUCATION
- Master of Arts in Theology
- Bachelor of Science in Horticulture
