Experienced support engineer skilled in diverse operating systems, networking, and help desk software. Dedicated to optimizing system performance, resolving issues efficiently, and improving operational effectiveness through innovative solutions. Proficient in diagnosing technical challenges and communicating solutions effectively to end-users.
Experience
MSP (2022-Present)
Tier 2 Support Engineer
- Respond to escalated technical inquiries from Tier 1 support, addressing software, hardware, and network-related issues.
- Collaborate with cross-functional teams, including developers and product managers, to identify root causes of issues and implement effective solutions.
- Provide remote assistance to clients, guiding them through troubleshooting steps and ensuring a seamless user experience.
- Document support activities, solutions, and resolutions in the knowledge base to facilitate efficient issue resolution in the future.
- Mentor and assist Tier 1 support personnel, contributing to their professional development and enhancing team performance.
Another MSP (2018-2022)
Tier 1 Support Engineer
- Provided initial customer support by troubleshooting and resolving common technical issues, escalating more complex problems to Tier 2 support.
- Assisted customers via phone, email, and live chat, ensuring a high level of customer satisfaction through clear communication and empathetic service.
- Documented customer interactions, technical solutions, and feedback to contribute to the improvement of support processes.
- Collaborated with Tier 2 support engineers to learn advanced troubleshooting techniques and expand technical knowledge.
Skills
- Operating Systems: Windows, macOS, Linux
- Networking TCP/IP, DNS, DHCP, VPN
- Help Desk Software: Connectwise, Labtech, Screenconnect
- Azure AD, SharePoint, Exchange, Microsoft Suite, 365 Admin Center
- Backup and disaster recovery
- SSL/TLS renewals, VMWare management, Hyper-V management
- Firewalls: Cisco ASA, PFSence, Cisco Meraki, Fortigate
- Unifi Ubiquiti network equipment, Cabling, IP assignments, guest networks, load balancing WAN
- Active Directory, Network Folder management, Scan to Folder/Email
Certifications
- CompTIA A+ Certifications
Education
- Associate Cybersecurity
