PROFESSIONAL EXPERIENCE:
MSP (2021-2025)
Senior Systems Engineer
- Utilize ConnectWise ticketing system to manage, track, and resolve all deskside support issues, including hardware and software troubleshooting.
- Deliver Tier 3 technical support to end users both remotely and on-site, ensuring prompt resolution and minimal disruption.
- Conduct proactive network maintenance to prevent downtime and ensure optimal performance across all user environments.
- Install and configure Ubiquiti hardware, including switches, access points, and Cloud Keys, for reliable infrastructure setup.
- Build and deploy Hyper-V servers to support virtualized environments and enhance system scalability.
- Configure and manage SonicWall firewalls for secure and stable network connectivity.
- Provide ongoing remote IT support for over 200+ customers nationwide, ensuring a high level of client satisfaction.
- Administer and manage M 365 and Active Directory, including user provisioning, permissions, and group policy management.
- Apply a security-first mindset, with working knowledge of cybersecurity frameworks, controls, and best practices.
- Utilize Linux command-line tools for system diagnostics and scripting.
- Familiar with SIEM tools, packet sniffers, and other monitoring technologies to identify and respond to threats.
- Basic knowledge of Python for scripting and automation tasks.
- Bring over 13 years of experience in remote technical support, with a track record of fast, effective problem- solving.
Another MSP (2013-2021)
System & Network Administrator
- Strong Desk Support experience. Assisting users in all their needs including software installation and troubleshooting like Microsoft Teams, Zoom Meetings, Needles, Connect Wise, QuickBooks, Time Matters, Kaspersky, Norton, Immigration Pro. Best Case Bankruptcy, Western Union, TeamViewer, PCLAW, Any Desk, Professional experience handling desk related hardware issues such as printers, Cameras, Speakers, Microphones.
- Professional experience handling office 365. Managing users, creating distribution groups, backing up inboxes for migration.
- High Qualification assisting users in all their Desk Support needs and making them feel happy and satisfied.
- Professional remote support assistance accessing any computer or system.
- Training & Mentoring technicians in all software and hardware needs to be able to provide onsite or remote support.
- Windows XP, Vista, 7, 8 & 10, Server 2003, 2008, 2012 & 2016 Professional installation and troubleshooting.
- MAC computers support and troubleshooting
- Install Routers, Switches And Firewalls ( Fortinet & Cisco )
- Investigate new technologies & software to keep the company up to date.
- Install And Configure Network Printers.
- Installing and Preparing VMware Servers.
EDUCATION:
- Associate Degree in Computer Science.
- Cisco Networking Academy. CCNA Certification. Caracas, Venezuela.
- Keys Technical institute of Technology. Degree in Technical Network Engineer. Caracas, Venezuela
- AVTECH Institute of Technology. Microsoft Software and product specialist, CompTIA Certifications: A+ &
- Networks+,CCNA Fairfield NJ.
- Google Cybersecurity Certification.
