WORK EXPERIENCE
Mid-size MSP (2023-Present)
Help Desk Engineer
- Responding to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.
- Installing, migrating, and managing Windows Server environments (2016/2019/2022)
- Providing support with issues ranging from desktop configuration, network troubleshooting, firewall management, and support/maintenance related to Windows Server and Office365.
- Communicating effectively with clients via phone and email, responding to all requests to meet SLA.
- Actively collaborating in the development and maintenance of IT Support processes
- Identifying infrastructure system needs and providing feedback for development.
MSP in Florida (2019-2023)
Helpdesk Support Technician
- Network fundamentals (Virtualization, WIFI, VPN, Printer connectivity)
- Working knowledge of Microsoft suite applications and troubleshooting
- Experience with Office 365, Exchange, Sharepoint, and Active Directory
- Ensure customer satisfaction; perform error checking, quality assurance tests and finalize customer approval.
- Provide clients with advanced remote troubleshooting and configuration setup.
- Remote device maintenance and support
- Managing documentation on client information, issues, and processes
- Identify, communicate, and mitigate potential risks
- Mentor team members and clients on new processes or procedures
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
Small MSP in Florida (2018-2019)
Support Analyst
- Provide Level I and level II troubleshooting support assistance either remotely, or at the user’s desk with full focus on customer service.
- Track and document trouble tickets or emails.
- Work with other members of the IT team to troubleshoot and resolve user issues.
- Assist with the training and orientation of new user staff.
- Work with vendor support contacts to resolve technical problems.
- Act on any technical faults or issues; maintain cleanliness, organization/documentation.
- Configuration of users, computers, and groups in Active Directory, Microsoft
- Office 365, or Exchange.
- Virus, spyware, malware prevention and removal.
- Installation and general support of miscellaneous desktop applications.
EDUCATION
- Bachelor’s degree in Information Technology
SKILLS
- Active Directory
- Microsoft Exchange
- Operating Systems
- Microsoft Windows
- Computer Networking
- Microsoft Windows Server
- DNS
- DHCP
- VPN
- LAN
- TCP/IP
- Disaster Recovery
- Application Support
- Microsoft SharePoint
- Software Troubleshooting
- Technical Support
- Network Support
- Virtualization
- Help Desk
- System Administration
- Network Firewalls
- Authentication
- VMWare
- IT support
- Intune
- Microsoft Office
- SharePoint
- Cybersecurity
- Windows
- Desktop support
- Remote access software
- Server management
- Firewall
- Internet of things
- Ethernet
- Firmware
- Quality assurance
- Customer service
- Adobe Acrobat
- Computer hardware
- Cloud infrastructure
- ConnectWise
- Certifications and Licenses
- CompTIA Network+
- Microsoft Certified: Azure fundamentals
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Administrator Expert
- CompTIA Security+
- February 2024 to February 2027
- MCSA
