Summary
Passionate about learning and helping others. I am an IT professional with 3 years of experience in Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) environments, complemented by nearly ten years of customer service experience. My strengths lie in Cloud Computing, Networking, System Administration, Desktop Support, and Microsoft.
In the beginning, I graduated from Per Scholas with my CompTIA A+ and Google IT Support certificates simultaneously. Recently, I have been studying for the CompTIA Network+ certification. My drive for knowledge and personal growth motivates me in my daily life.
Experience
MSP (2021-Present)
L1 Systems Engineer
- Provide IT support to healthcare professionals, handling tasks from password resets to server outages.
- Manage data center operations, ensuring systems are patched, applications run smoothly, and networks are optimally configured.
- Became Lead L1 on a major domain migration project, successfully transitioning over 250 users from one domain to another.
- Serve as an escalation point for the team and frequently train new hires.
- Consistently achieve high ticket closure rates, leading the team in weekly closures. Progressed through the ranks, taking on increased responsibilities in a self-motivated IT environment.
- Utilize tools such as Connectwise, PowerShell, Automate, LogicMonitor, Proofpoint, and Auvik daily.
- Regularly work with applications including Microsoft, Azure, Citrix, Cisco VPN, SonicWall, and Next Gen.
Same MSP above (2021-2023)
Service Coordinator
- Main responsibilities include ticket assignment, team coordination, client scheduling, taking phone calls, and ticket auditing.
- Coordinated with Senior Engineers to get third-party technicians onsite in order to perform work.
- Performed weekly ticket reviews with technicians to ensure SLA goals were being met. Worked with Senior management to get priority tickets completed and shared feedback from management with the team
Best Buy (2019-2021)
Customer Service Specialist
- Assisted customers with deliveries, pickups, returns, and issue resolution.
- Managed store finances: opened/closed registers, handled deposits, and balanced the safe.
- Completed training in Geek Squad, computer sales, and front-end supervision.
- Promoted memberships, credit cards, and financing options to customers.
- Supported employees with order issues and guided customers through leasing and credit applications.
Education And Training
- CompTIA A+ Certification
- Google IT Support Certificate
- Microsoft Fundamentals Certificate MS-900
Technical Skills
Hardware
Backups, recovery, cleanups, and images; Server Maintenance; RAID; UPS; Device repair; PC/Laptop maintenance; Network Printer troubleshooting; Networking Cable management; Mobile Device troubleshooting.
Software
Windows Server 2016, 2019 and 2022 expert; Windows 7, 8, 10 & 11 expert user; MacOS, iOS proficient; Android OS expert user; Expert user in all things Microsoft, Microsoft Azure, Microsoft Active Directory, Microsoft Intune, Microsoft Apps, One Drive, Microsoft Office, etc.; Google Apps, Google Drive, Google Docs; VMware/Virtual Box Workstation.
Networking
DHCP and DNS; Group Policy management; 802.11/ PAN/LAN/WLAN design, configuration, and troubleshooting; Remote Desktop assistance and configuration; VPN, NAT, PAT and VLAN configuration; Cisco Access Point configuration; Citrix Netscaler and AVD Load Balancers; Scripting fundamentals, Python and Powershell.
