PROFESSIONAL SUMMARY
- Highly experienced, IT Professional with 10+ years of experience in leadership, management and communications. Basic networking experience, troubleshooting, installation, maintenance of PCs, laptops and related hardware. In-depth knowledge and understanding of software packages and operating systems.
EDUCATION AND CERTIFICATIONS
My Computer Career, Dallas, TX: Information Technology Systems Administrator Program
- CompTIA A+ CE
- MTA Operating Systems Certified
- MTA Mobility and Device Certified
- MTA Network Certified
NPower Technology Service Corps, Dallas, TX November 2014
KEY SKILLS
- Active Directory Infrastructure; including GPO’s, User Account Maintenance and Permissions
- In-Depth ConnectWise administration in both Manage and Automate
- Installation, Maintenance and Troubleshooting of Numerous Operating
- Systems and Platforms
- Hardware and Software Troubleshooting
- Virtualization environments including Hyper-V and Oracle Virtual Box
- LAN, WLAN Implementation, Maintenance, Security & Troubleshooting
- Implementation Of Enterprise Server Role including; AD
- DC’s, DHCP, DNS, RRAS, File Servers and Email Servers
- Network Security including Network Penetration
- Tests, ACL Configuration, NAP, and DMZ
- System and Network Documentation and Monitoring, including Visio, Wireshark, NMAP, SNMP
- Cloud Platform Support to include: Microsoft Intune, Azure, Office 365 and Google Cloud Applications
- VOIP Implementation and Troubleshooting
- Network Segmentation via VLAN implementation and management and IP subnets
- ACL, NAT, DHCP and IP Routing Implementation, Maintenance and Troubleshooting
- Service Desk management skills managing a team of 8 IT professionals covering ticketing, implementation, and asset management.
EMPLOYMENT HISTORY
MSP (2020-Present)
Service Desk Manager/IT Solution Implementation/Tool Deployment Architect
- Managed a team of IT technicians working tier 1 and tier 2 incident tickets with a 95% SLA rating
- Developed in-depth asset management program, covering logistics and purchasing as well as employee on and off boarding.
- Negotiated a new asset lease program to save the company 12,000 a month on asset leases.
- Built and configured the ConnectWise ITSM platform. Including both ConnectWise Manage and ConnectWise Automate.
- Created onboarding for multiple new clients into ConnectWise Manage, maintaining and building service boards and workflows for ticketing.
- Built a knowledge base within the ConnectWise Manage platform.
- Onboarded new clients into the ConnectWise Automate platform. Deployed agents, configured locations and maintained the systems.
- Created the patch management program for multiple clients using the ConnectWise Automate platform, keeping all endpoints (workstation and server) up to date in accordance with standards.
- Configured and wrote scripting for deployments within the ConnectWise Automate platform.
- Developed and deployed multiple system monitors within ConnectWise Automate for real time endpoint monitoring of all systems within the environment.
- Lead technical advisor to the client sales team and participated in technical demonstrations for multiple perspective clients.
- Led the onboarding and configurations of multiple new clients to our ITSM platform.
- Created and maintained new company-wide SOP’s for handling of IT ticketing and endpoint management.
- Deployed and configured network management tools within the company and client environments for network management and reporting.
- Extensive knowledge of the ConnectWise remote program for remote break fix, including install and maintenance
- Led multiple projects with a team of 6+ for infrastructure improvement
- Onboarded and configured Microsoft Intune for both external clients and internal infrastructure.
- Extensive knowledge of Azure/Entra systems for personnel management.
MSP/MSSP (2019-2020)
Client Advocate
- Worked multiple trouble tickets through multiple companies as a Client Advocate. Worked between 35-40 tickets a day and upward using the Autotask ticketing system.
- Maintained a 95% customer satisfaction rating throughout my time
- Imaged and configured new hire machine both locally and remotely.
- Packaged and sent to end user as well as initial setup with end user and followup.
- Maintained an inventory database for all equipment both onsite and remotely.
- Created an e-waste disposal procedure for a client with 350 employees both locally and remotely.
- Worked with various team members throughout the organization to coordinate troubleshooting and correction of issues.
- Create and maintain new users in both Active Directory and Office365.
- Handle troubleshooting and initial assessment of breakfix issues across multiple clients across the US.
- Extensive knowledge of the ConnectWise remote program for remote breakfix, including install and maintenance..
Auto Company (2018-2018)
Global Network Operation Center Analyst
- Analyze identify and diagnose common faults and symptoms according to established processes and procedures while coordinating with other support teams regarding problem diagnoses and requests
- Continuously monitored active website and online auction servers for over 100 daily auctions.
- Created and configured monitoring services using Manage Engine and Nagios monitoring services.
- Provided detailed reports for engineering teams to assist with diagnosing server hardware/database issues.
- Created trouble ticket using the online FreshService ticketing system.
- Assisted with facilitating the restoration of service through analysis and discussions with network and server teams.
Large Consulting Company (2015-2016)
Associate Help Desk Technician
- Repaired Microsoft Outlook email profiles and accounts
- Repaired hardware components on client machines
- Issued and tracked portable media devices such as thumb drives and hard drives.
- Imaged new machine for 500 new hire employees while maintaining
- 100% completion and delivery ratings
- Resolved end user issues by conducting IT evaluation meetings companywide to ensure satisfaction
- Performed quarantine wipes on machines and got them back in stock for redeployment.
- Troubleshoot and reimaged user machines for repair and then placing and tracking the old hard drive in quarantine through the ServiceNow ticketing system
Bar/Restaurant (2010-2014)
Manager
- Setup database and setup wireless network using Belkin routers to create
- LAN and having responsibility for network security
- Installed new entertainment systems
- Provided oversight and direction to employees in the operating unit in accordance with the organization’s policies and procedures
- Coached, mentored and developed staff, including overseeing new employee on boarding and providing career development planning and opportunities
- Empower employees to take responsibility for their jobs and goals
U.S. Army (2005-2008)
Training Manager
- Recorded meeting notes and documented, and distributed crucial information using MS Word and EXCEL
- Built and managed calendar for enterprise level organization
- Prepared presentations, charts, and spreadsheets using MS PowerPoint and EXCEL.
- Updated and maintained personnel records
- Tracked military training and activity for operational assignments for approximately 120 solders
- Created Standard Operation Procedures for preventative maintenance on field computers which resulted in 100% availability
U.S. Army (203-2005)
Armor Crewman Supervisor
- Conducted weekly training sessions to maintain a high level of operational readiness
- Responsible for mentoring junior Soldiers in every aspect of aircraft maintenance
- Performed administrative duties, including evaluations of junior Soldiers
- Shipping and receiving of vehicle parts, storage, and inventory. Supervisor of 5 soldiers in the Material Control and Accounting Department
- Conducted daily production control meetings
MILITARY AWARDS
- Army Commendation Medal, 2007
- Army Achievement Medal, 2005
- Good Conduct Medal, 2005, 2008
- Iraq Campaign Medal, 2005, 2007
- Overseas Service Medal, 2005, 2007
