SUMMARY
Dynamic System Administrator with over ten years of experience in IT support for both on-premises and cloud environments. Proficient in help desk management, service management, and data center operations. Recognized for exceptional customer service and collaboration skills. An active listener who embraces innovative approaches to enhance productivity. Career highlights include maintaining a near perfect customer satisfaction rating and reducing IT orientation time by 30%.
EXPERIENCE
MSP (2021-Present)
Senior System Analyst
- Responded onsite for critical system outages and break/fix incidents in the Dallas area, ensuring swift and efficient issue resolution
- Designed, implemented, and maintained Microsoft Intune device configurations, significantly increasing endpoint security and compliance
- Architected and deployed Windows Autopilot solutions, reducing the client onboarding process by 30% and significantly improving IT orientation workflow
- Installed, configured, and administered vSphere environments, optimizing virtual infrastructure for enhanced performance and scalability
- Resolved over 400 support cases quarterly, achieving near-perfect customer satisfaction ratings through effective incident resolution and customer service
- Mentored and trained junior technicians, fostering a collaborative and knowledgeable team environment
- Developed expertise in supporting and maintaining medical equipment with limited documentation, leveraging problem-solving skills and proactive learning to ensure reliable operation
- Proactively created documentation and Standard Operating Procedures (SOPs) based on findings and learnings, enhancing knowledge sharing and operational efficiency within the business
- Executed backup and restore operations using Datto, Veeam, and Carbonite, ensuring data integrity and availability for business continuity and disaster recovery scenarios
- Served as global administrator for SharePoint, customizing sites and permissions for super-users, remote personnel, and external collaborators
Same MSP above (2020-2021)
Remote Operations Technician
- Primary point of contact for all IT related issues for Dallas based clients
- Responded to calls, emails, and ticket requests while adhering to SLAs using ConnectWise
- Maintained accurate and comprehensive documentation of client systems and configurations to ensure compliance with industry standards
- Fostered strong partnerships with third-party vendors, ensuring seamless integration of services and resources to meet client requirements
Jewelry Company (2013-2020)
Retail IT Support Lead
- Coordinated the installation of IT equipment and construction for retail stores across the country, United Kingdom, and Canada
- Managed and deployed software and application configurations to mobile assets through Microsoft Intune and SCCM
- Analyzed reports on transactional data to identify and improve on service impacting incidents caused by the point-of-sale system
- Facilitated IT training by creating documentation and hosting live demos to ensure successful go-live/grand openings
SKILLS/AWARDS
- FortiGate and SonicWall VPN Administration
- Cisco Meraki Network Appliances
- Windows, Android, macOS, iOS, ChromeOS
- 2024 Q1 Meriplex L.I.O.N Award for ‘Next-Level Customer Service
