Summary
Seeking a support role in a growing company to apply and enhance my skills developed through education and practical experience. Eager to embrace new tools and challenges for a successful future. My diverse background makes me an asset to any company.
Experience
MSP (2019-Present)
Managed Services Specialist/Supervisor
- Patch management for server OS and applications and facilitated application upgrades for best security practices to protect enterprise data.
- Set up and managed user accounts mailboxes and groups within Microsoft 365.
- Managed and configured Advanced Threat Protection and Conditional Access policies within Microsoft Defender/365.
- Streamlined the deployment of hardware software and peripherals to set up workstations for employees.
- Managed maintained and troubleshot enterprise backups via Veaam Backup and Replication.
- Provided antivirus security incident triage and response for over 30+ clients via Cylance and Sentinel One.
- Developed departmental policies procedures technical standards and guidelines surrounding IT and cybersecurity.
- Managed multi-tenant spam filtering via Mimecast Avanan and Harmony.
- Maintained asset inventory of workstations printers network switches firewalls and peripherals and replaced within end-of-life cycle.
- Deployed and configured multi-factor authentication in a multi-tenant environment via Cisco DUO.
- Configured and troubleshoot WatchGuard VPN clients.
- Created documentation and training materials for all new IT hires.
- Provided onboarding and ongoing technical training to all new hires.
- Conducted performance evaluations and provided constructive feedback to team members.
- Effectively triaged and closed tickets to meet SLA standards via ticketing system ConnectWise and BMS.
- Created monthly KPI and ticketing reports and generated tickets for help desk management.
- Worked with cross-functional teams to identify and resolve complex technical issues and provided regular KPI and technical reports to senior management.
- Maintained Server Backup and Recovery Administration via Veeam Backup and Replication
- Deployed Ninja and Kaseya RMM toolsets to clients and configured automated policies and workflows tailored to each client environment.
Furniture Store (2016-2019)
IT Specialist
- Delivered rotational on-call support 24/7 for multiple Mattress Firm stores.
- Fielded calls from sales associates addressing hardware and MAX-related tasks.
- Created technical documentation using Cherwell software to log procedures and issue resolutions.
- Managed password resets within the Active Directory system.
- Offered comprehensive support for sales orders within the Microsoft Dynamics AX POS system.
- Conducted troubleshooting and maintenance of printers across all Mattress Firm stores.
- Managed retail POS functionality encompassing bug troubleshooting glitch resolution and outage workarounds.
- Routed all tickets to necessary queues based on issue at hand.
IT Company (2014-2016)
IT Support Technician
- Provided round-the-clock rotational on-call support for a diverse clientele.
- Addressed customer inquiries via calls and emails offering comprehensive assistance for software and hardware installations and troubleshooting.
- Produced technical procedure documentation for reference and guidance.
- Conducted troubleshooting and configuration of mobile devices for clients.
- Managed the creation and upkeep of user accounts within the Active Directory.
- Established user profiles within the file server infrastructure.
- Executed password resets within the Active Directory.
- Implemented precise folder permissions for newly created directories within the file server.
- Oversaw the maintenance and deployment of Windows-based operating systems and associated hardware.
- Resolved printer-related issues for clients ensuring seamless functionality.
- Directed tickets to relevant queues based on the specific nature of the issue at hand.
Education:
- Associates of Applied Science in Graphic Design
- Bachelor of Science Biology
Certifications and Licenses
- MS100 (Expired Oct 2022)
- MD100 – Completed on 6/20/23.
- MD101 – Completed on 4/2/23.
- MS102 – In progress
- Scientific Computing with Python (Jan 2022 – Present)
Personal Projects
- Hybrid Cloud Saas: 3 Tier Web Applications
- Deployed infrastructure for a 3-Tier web application with automation hosted on a hybrid environment (private and public cloud with AWS) utilizing Nutanix Prism and Nutanix Calm.
- Added functionality for database backup and restore. Deployed resource size choice to help developers and IT Team to become efficient for desired environment.
Skills
Microsoft Office, Customer Service, Team Building, Microsoft Exchange, Remote Desktop, Windows 7, Windows 8, Windows 10/11, Veeam, Nutanix , Citrix, XenApp/XenDesktop, Knowbe4, Endpoint Security
