PROFESSIONAL PROFILE
Proven talent for aligning business strategy and objectives with established system and network administration as well as technical support paradigms to achieve maximum operational impacts with minimum resource expenditures. Growth-focused thought leader with six years of experience installing and configuring hardware and software, setting up servers and workstations, diagnosing network issues, as well as maintaining infrastructure efficiency and security. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as time management, troubleshooting, and problem-solving expertise.
CORE COMPETENCIES
- Hardware and Software Configuration
- Multi-Site Operations Oversight
- Workstation and Server Setup
- Network Administration
- System Administration
- Help Desk Operations
- Project Management
- Network Diagnostics
- Procurement
WORK EXPERIENCE
MSP (2021-Present)
SENIOR TECHNICAL SUPPORT ENGINEER
- Chart successful course of assessing performance and troubleshooting issues within a small, high-performing team of technicians to support effective technical operation of 120+ companies with a total of 2,000+ on-site/remote computers.
- Complete new user/computer set-ups, software installations, password resets, server/network maintenance, and resolve escalated tasks, such as complex email issues, missing emails, and security concerns.
- Guide and support technical projects involving the deployment of new Hyper-V and VMware servers as well as the implementation of new network infrastructure, including Cisco Meraki Firewalls, SonicWalls, and Unifi switches and access points, to ensure optimal functionality; liaise with clients to develop strategic plans as well as conduct research to identify best steps to resolve issues.
- Process incoming server/network-related tickets, conduct root cause analysis, and implement preventive measures to enhance system reliability.
- Act as the team’s procurement specialist responsible for establishing direct communication channels with vendors to ensure hardware acquisitions seamlessly align with operational standards and anticipated industry advancements; anticipate demand and order supplies to prevent shortages.
- Enforce robust security protocols across multiple sites by employing a combination of WebRoot, Sentinel One, and ThreatLocker.
- Launch and meticulously maintain backup software solutions like MSP360 and Veeam, ensuring data integrity and providing seamless disaster recovery capabilities for enhanced system reliability.
- Drive process improvements within the technical support function by strategically optimizing workflows and introducing automation using the DATTO RMM device management tool. Leverage proficiency in scripting languages, such as PowerShell and command line, to create tailored scripts for deploying programs and executing various tasks, enhancing overall efficiency.
- Author and maintain comprehensive technical documentation, including troubleshooting guides, knowledge base articles, and best practices, to set up new computers/users, streamline new software installations, and troubleshoot activities.
Cargo Service Company (2019-2020)
IT ASSISTANT
- Delivered comprehensive technical support to a team of 40 while overseeing the IT needs of 50 semi-trucks.
- Shon P. O’brien Page 2
- Functioned as the primary on-site resource tasked with managing the operational integrity of eight office locations and 50 PEOPLENET systems installed within the semi-trucks, contributing to a smooth and reliable operational environment.
- Streamlined day-to-day help desk operations by efficiently prioritizing, tracking, and resolving an average of 10 to 15 tickets per day.
- Updated and upgraded each truck’s computers by coordinating complex planning, logistical, and procurement activities.
- Employed Active Directory and SQL to meticulously maintain precise permissions for staff members and drivers, ensuring optimal system access and robust security measures.
PROJECT EXPERIENCE (2021-Present)
HOME LAB
- Configure a Dell OptiPlex running PFsense as a home router, implementing VLANs to effectively segregate Internet of Things (IOT) devices from servers to boost network security.
- Implement Proxmox to virtualize TrueNas Scale and an Ubuntu server that hosts a Docker instance featuring a blend of security tools such as Traefik and Pihole acting as DNS routing.
- Utilize AMP by Cubecoders to segment game servers into dedicated Virtual Machines to bolster security measures, cultivating a deep understanding of server management and the critical importance of implementing robust network security protocols to prevent compromises.
- Leverage Oracle’s cloud services to run a virtual machine, utilizing Portainer to host a diverse array of Docker containers.
- These containers are strategically employed to monitor and optimize local network connectivity, enhancing overall system performance.
EDUCATION
- Computer Support Technician Diploma
Certifications and Training
- Cisco Certified Network Administrator (CCNA), Expected December 2024
ADDITIONAL INFORMATION
- Technical Proficiencies: Windows, Mac OS, Linux, Network Protocols, DNS, Network Infrastructure, Network Support, Microsoft Office Suite, Google Suite, TCP/IP, PowerShell Scripting, Active Directory, Unifi, SonicWall, VPN (L2TP, OpenVPN), Cisco Meraki, Microsoft Exchange, Microsoft IIS, SQL (MicrosoftSQL & MySQL), VoIP (Polycom, GrandStream, 3CX), AWS, Azure, VMware, Hyper-v, Veeam, Threatlocker, AppRiver, Active Directory, GPO
