Summary
A highly experienced and versatile IT professional with over 23 years of experience in the Information Technology industry as a Team Lead, Technical Account Manager, Helpdesk Tier 3, Network Administrator, Consultant, and Network Engineer. My background includes end user support, systems installation, repair, maintenance, troubleshooting, problem resolution of hardware and software, low voltage wiring, and project work including project management. I’m looking to find a challenging position that not only utilizes my current abilities but also provides an opportunity for learning and growth.
Experience
MSP (2015-2025)
Escalations Engineer \ Manager
- Managed a team of 6 Help Desk Specialists including the After Hours Support Team
- Managed HR and personnel issues, the team’s schedules, conducting ticket/timesheet reviews, primary escalation point for critical issues for my team and the entire company, while mentoring the team and fostering a collaborative work environment.
- Resolved complex technical issues for a diverse portfolio of MSP and hosted clients
- Executed end-to-end infrastructure migrations, converting physical environments to virtual
- Successfully migrated email systems from on-premise Exchange and Google Workspace to Office 365
- Managed and executed server hardware replacements and upgrades
- Developed comprehensive project plans and hardware scopes for IT initiatives
- Migrations of on-premise hardware to cloud solutions, enhancing scalability and reducing operational costs
- Created and maintained detailed project documentation and network maps, improving system understanding and troubleshooting efficiency
- Managed client accounts, fostering strong relationships and ensuring alignment of IT services with business objectives
Another MSP (2013-2015)
IT Specialist
- Installation/Configure/Migration to server 2012 and 2012R2.
- Exchange 2003 to Exchange 2010 or 2013 migration.
- Manage backups using AppAssure, ArcServe D2D, Windows Backup, and Symantec Backup Exec.
- SonicWALL Security Appliance configuration and troubleshooting.
- Work with a 3rd party vendor to build HA ESX 5.5 VMware cluster.
- Manage VMware Virtual machines.
- Installation and configuration of Synology NAS for use as storage/backup/iSCSI.
- Large wiring jobs that include over 200 drops and fiber pulls.
Another MSP (2011-2015)
Consultant / IT Specialist
- Migrate domain environment from Windows 2003 to Windows 2008.
- Cisco ISA small business security appliance installation and configuration.
- Install and Configure Linux Servers (Red Hat)
- Multifunction printer setup, configuration & troubleshooting.
- AD, DNS and DHCP configuration and troubleshooting.
- pfSense Firewall installation and configuration.
- MS Access database creation.
Accounting Firm (2006-2012)
Computer Support Specialist
- Tier 2 Support Specialist. Phone, remote and desk side support for approximately 1,200 employees.
- Mobile Support Specialist. Point of contact for all support required for mobile devices using BES or ActiveSync.
- Blackberry Enterprise Server Admin. Responsible for configuration of security policy, groups, and application deployment.
- Managed FTP server. Setup and configuration of all groups, user accounts, and security.
- Multifunction printer setup/configuration & troubleshooting.
- Large hardware deployments
Another Accounting Firm (2002-2006)
Junior Network Admin
- Windows 2003 admin. User and group account, group policy object, and login script creation.
- Backup Admin using Symantec Backup Exec. Responsible for Daily backup verification and restores.
- Installation and Configuration of Citrix Metaframe. Deploy and update applications and troubleshoot.
- Desktop support for approximately 100+ users.
- Create and Maintain Images of PC’s using Norton Ghost.
- Hardware evaluation and purchasing.
Education
- The CHUBB Institute, Computer Technical Support
- HDI Support Center Analyst 2008
Skills
- Hardware: Proficient in maintenance, assembly, troubleshooting, and repair of Server/PCs/Laptops.
- Able to setup and configure small to medium size Microsoft AD Domain networks and network equipment such as Firewalls/Routers and switches. Highly experienced with hardware including WiFi, cabling, RAID arrays, internal PC components, and Multifunction copy machines.
- Software: RMM Suites include Continuum, N-Central and NinjaOne. Backup Technologies Datto and Backupify, Veeam, Acronis, and Unitrends. Workstation includes Windows XP-11. Windows Server
- 2003-2022. Microsoft Exchange 2003-2016. Parallels RAS (Remote Application Server) and Parallels
- Microsoft Office 2003-2019. Microsoft 365 and Azure, licensing, setup, and configuration.
- Experience with the following Hypervisors VMware ESXi Vcenter, Microsoft Hyper-V, and Proxmox.
- Accounting software includes QuickBooks 2002-2024, Peachtree Sage, Prosystems FX, Prosystems
- Engagement, Caseware. Support for Mobile platforms such as IOS, Android, and Blackberry.
