Dedicated help desk professional currently serving in a lead role for an MSP help desk team. Skilled problem- solver able to communicate with users at all levels of technical proficiency. Frequently find myself diving into issues I have never handled and come out on top with experience I can add to my backpack
PROFESSIONAL EXPERIENCE
Mid-size MSP (2020-Present)
Help Desk Team Lead
- Focus on help desk incidents and provide intermediary support between escalation teams. Keep a close eye on the queue and follow up with the team to make sure they are keeping their tickets up to date. Run client meetings discussing the current status of their support tickets
- I have become a go to man for P1 help desk incidents including C level employee setup and support
- Create Kaseya scripts to automate help desk requests
- Create Intune policies to push applications and VPN profiles
- Serve as a mid escalation point for Cyberark, Mimecast, Intune, Cylance, DUO, Kaseya incidents
- Create technical documentation to aid with training new hires
- Train new hires
Same MSP (2019-2020)
Service Desk Analyst
- Front line support for operations and help desk incidents. Taking end user and technical contact calls, completing tier 1 and 2 troubleshooting. Monitoring environments and using best judgment to resolve on and off hours issues
- User administration covering account creation, password resets, MFA enrollment, offboarding, name changes
- Build and configure servers within vCenter to client specifications
- O365 administration including licensing, mail rules, message traces
- Applications: O365, Mimecast, Idaptive, LogicMonitor, Cylance, Meraki, Kaseya, Rapid7, Service-Now
MSP for Medical Practices (2019-2020)
Support Specialist/Network Engineer
- Build, maintain and support systems, workstations, printers and peripherals, respond to user service requests, and resolve trouble tickets.
EDUCATION & CERTIFICATIONS
- AZ900
- Mimecast Warrior
- Kaseya Certified Administrator – VSA
- Associate of Applied Science in Computer & Internetworking Technologies
