Professional Summary
- A skilled IT Support Engineer with 6+ years of experience in managing and supporting IT infrastructure for various types of clients, both remotely and in person. Proficient in Azure Microsoft 365 services and ConnectWise platforms. Adept at troubleshooting, network management, and providing top-tier technical support. Committed to delivering efficient solutions and exceptional customer service.
Core Competencies
- Azure Administration: worked with AAD, Intune, Server Deployment, Fail Over, Disaster Recovery, Virtual Networks, VPN, MFA, Conditional Access, SSO.
- ConnectWise Products: Manage, Control (ScreenConnect), Automate
- Firewall Management: WatchGuard, Fortinet, SonicWall, Cisco Meraki.
- General Network Troubleshooting
- Client Relationship Management
- IT Infrastructure Architecture and Support
- Incident Management
- Technical Documentation
- Establish Standard Operating Procedures
Professional Experience
MSP (2017-Present)
Tier 1, Tier 2 System Engineer
- Provide comprehensive IT support to clients, resolving technical issues related to hardware, software, and network infrastructure.
- Manage and maintain Google Suite and Microsoft/Azure environments, ensuring optimal performance and security.
- Utilize ConnectWise for ticketing, monitoring, and client communication, ensuring timely and effective resolution of issues.
- Configure and manage network devices, including access points, switches, and firewalls.
- Conduct regular network assessments and implement improvements to enhance system reliability and efficiency.
- Collaborate with clients to understand their IT needs and provide tailored solutions.
- Document technical procedures and maintain accurate records of system configurations and support activities.
Certifications
- CompTIA Network+
- CompTIA A+
Software and Platforms
- Operating Systems: Windows, some iOS/OSX
- Cloud Platforms: Microsoft Azure, some AWS
- Networking: Cisco Meraki, FortiGate, SonicWall, WatchGuard, S2S and P2S VPN, LAN/WAN, DHCP, DNS, Wired and Wireless Architecture
- Tools: ConnectWise suite, Remote Desktop, Office 365, Veeam Backups, SentinelOne, Rewst, ThreatLocker, ITGlue, Inky.
