EXPERIENCE
FEBRUARY 2024- PRESENT
Healthcare Managed Service Provider | LEVEL ONE ENGINEER
- Support 50-100 statewide MSP clients – primarily in healthcare – providing onsite, remote, and on-call technical support.
- Handle 15-20 tickets and inbound calls daily using ConnectWise, ServiceNow, Datto RMM, Kaseya, and IT Glue.
- Troubleshoot and resolve issues across AD/Entra ID, Microsoft 365 (Global Admin), VPN, MFA setup, distribution groups, permissions, hardware, printers, fax systems, and VoIP phones.
- Perform onboarding/offboarding, light Intune tasks, GPO modifications, and general identity/access management.
- Provide onsite engineering support for Healthcare twice weekly, supporting PM software, QuickBooks, EHR systems, and all workstation/server hardware issues.
- Maintain and troubleshoot Windows Server environments (2008-2022), with administrative access to VMware and ESXi hosts for routine maintenance.
- Support networking environments with firewall access (SonicWall/Meraki/etc.), VPN troubleshooting, DNS filtering, and end-to-end physical network connectivity.
DEDICATED RESOURCE AT CLIENT
- Work as an on-site engineer 2 days a week through Managed Service Provider.
- Handles any hardware issues, workstation, or network-related issues.
- Assist with Allscripts application issues and user accounts. PM and EHR mainly.
- Assist with deploying new workstations and server equipment.
JUNE 2023- FEBRUARY 2024
Financial Services Firm | SERVICE DESK ANALYST
- Work with Active Directory for internal Financial Advisors.
- Assist with Microsoft Software
- Service Now Ticketing system.
- Customer service assisting external clients with online registrations
JUNE 2022- JUNE 2023
Managed Service Provider | TIER 1 HELP DESK ENGINEER
- Provide Tier 1 help desk and desktop support, handling high-volume incoming calls and resolving issues from a standardized queue of ~40 common problem types.
- Manage user accounts, security, and access across Active Directory (users, groups, GPO updates), Duo, Okta, and Microsoft 365 Admin.
- Support both Windows and macOS devices, performing profile creation, password resets, MFA assistance, driver reinstalls, and general workstation configuration.
- Troubleshoot hardware issues including docking stations, monitors, printers, peripherals, blue screens, crashes, and warranty lookups.
- Maintain email systems via Mimecast Admin while supporting mailbox issues across Outlook, Gmail, AOL, etc.
- Map network drives, restore files, recover missing data, and manage BitLocker recovery keys.
- Perform basic server administration in Hyper-V: virtual server resets, session clearing, gateway/server restarts, and monitoring alert queues.
- Conduct onsite visits for client onboarding, site surveys, and network mapping.
- Support remote access technologies including Fortinet VPN, Cisco VPN, and NearCloud RDP.
- Use ConnectWise for ticketing; support internal communications and calling platforms including 3CX and Microsoft Teams.
- Provide in-house IT support, assist with data vault setups, and handle access removal for offboarded users.
SEPTEMBER 2021 – MAY 2022
Financial Services Firm | WEB SUPPORT SPECIALIST
- Responded to customer calls and emails to answer questions about products and services.
- Served customer account and technical needs across 75+ daily calls, consistently meeting productivity and quality targets.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used the company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged a consultative approach to gather customer details and technical data.
- Maintained and managed customer files and databases.
SEPTEMBER 2018 – SEPTEMBER 2021
Managed Service Provider | NETWORK AND SECURITY OPERATIONS
- Assists Network Operations Center (NOC) engineers with initial network outage triage
- Helped maintain 99% uptime for customers
- Vendor equipment supported includes Juniper Networks, Fortinet, Palo Alto Networks, and Microsoft O365
- Respond rapidly to any network incidents with initial customer contact
- Coordinate network events between clients, NOC engineers, and support engineers
- Perform return material authorization (RMA) for defective networking equipment with various vendors
- Assists with executive presentations over network performance for critical clients
- Offered technical assistance to support front-line teams with daily operations and special projects.
- Gathered, organized, and input information into digital databases.
- Diagnosed network problems involving a combination of hardware, software, power, and communications issues.
- Supported users in the setup and configuration of wireless networks.
- Diagnosed and executed resolution for network and server issues.
- Assessed, troubleshot, and repaired various machines such as desktops, printers, and sorters.
- Configured hardware, devices, and software to set up workstations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Learned new skills and applied them to daily tasks to improve efficiency and productivity.
DEGREES AND CERTIFICATES
JANUARY 2019- MAY 2021
A.A.S CYBERSECURITY, Private Technical Institute. GPA 3.54/ 4.00
- Completed professional development in Networking, Desktop Support, and Cyber Security
- Dean’s List [2019,2020,2021]
AUGUST 2019 JUNE 2020
Private Technical Institute – NETWORK SUPPORT SPECIALIST
Private Technical Institute – COMPTIA A+
AUGUST 2020 JANUARY 2021
Private Technical Institute – CISCO NETWORK SPECIALIST
Private Technical Institute – NETWORK TECHNICIAN
MARCH 2021
Private Technical Institute – PC REPAIR AND NETWORK TECHNICIAN
