Skills:
- Endpoint Security, IAM, Microsoft, Azure, Intune, Entra ID, ServiceNow, MECM/SCCM, EMR, M365, AD, DNS, AS400, MFA, IP Phones, Citrix Virtualization
Experience:
MSP (2015-Present)
System Administrator L2
- Administrated user accounts with Privileged management and conditional access using Active Directory, Azure Entra ID, and Intune.
- Device deployment and management with Microsoft Intune.
- Managed and supported network devices, including Dell, Netgear and Cisco routers, switches, and firewalls.
- Administered Virtualization with Citrix and Azure.
- Configured Multi-factor authentication.
- Monitored network performance and activity using IBM Netcool, Wireshark, and Solarwinds
- Created technical documentation and wireframes using draw.io, Balsamic and Visio.
- Managed change requests and incidents using service management tools including ServiceNow, Remedy, and CA service desk.
- Ensured regular communication with stakeholders, collaborating with IT teams to resolve network and server issues.
MSP in NY (2014-2015)
IT Technician L2/Help Desk Technician L2
- Quickly and effectively learned new systems to rapidly identify potential solutions to resolve and prevent future service interruptions.
- Documented resolutions for incident tickets using BMC Footprints and Magic service desk application.
- Handled calls using ACD call distribution system. 110 daily average call volume.
- Provided level 2 technical support to field users and public-school staffing throughout NYC.
- Worked with network team resolve connectivity issues between central offices and schools.
- Configured and provided support for newly deployed POS systems in school cafeterias.
- Imaged and deployed workstations and laptops to end users.
Education:
- BS, Computer Information Systems
