Work Experience
MSP (2019-Present)
Systems Engineer
- Perform Tier 3 troubleshooting and issue resolution for clients in industrial and medical settings Create and maintain positive client relationships
- Administer various aspects of the environment, including servers, desktops, networking, printing, VOIP, application support as well as hardware and operating systems.
- Assist in developing help desk and mentoring as well as acting as an escalation point
- Assist in planning and deploying project work affecting business units specifically or org-wide
- Coordinate with third-party vendors for specialized equipment and software and work with them to diagnose and resolve issues
- Solid experience with virtualization and VDI setup and maintenance; skilled with vSphere, Horizon View, DEM/FSLogix, Xen Orchestra. Skilled in writing, testing, and deploying Group
- Networking as needed including advanced troubleshooting, cutovers, S2S etc.
- Intermediate knowledge of MacOS and Linux. Familiar with system hardening principles and network discovery/security work.
Restaurant Chain (2019-2019)
Systems Engineer
- Performed Tier 1 and Tier 2 troubleshooting and issue resolution in person and remotely on multiple domains, deskside and remote, using Remedy for documentation
- Assisted in headquarters move planning and post-move user triage
- Designed and implemented a comprehensive asset management system using Wasp Asset Cloud
- Improved provisioning process by using PXE booting and applying asset management simultaneously
- Coordinated with multiple teams to evaluate improving the implementation of SCCM
Park/Recreation (2018-2019)
Client Services Technician
- Provide troubleshooting of various problems for users along with proactive education
- Coordination with multiple departments to ensure resolution of client issues
- Adhering to rigorous standards to protect sensitive information
- Documentation of every customer interaction and troubleshooting interaction
Medical Center (2017-2018)
IT Field Technician
- Deployment of various types of IT equipment in support of an EHR transition for Wellstar
- Configuration and troubleshooting of Dell Wyse zero and thin clients
- Maintaining adequate records of inventory, including new equipment and old
- Testing application for users’ workflow and for quality assurance
- Coordinating with onsite and offsite techs/analysts to resolve issues
University (2016-2017)
IT Helpdesk Technician
- Served as on-location technician for 2 buildings on the Troy Campus averaging 50 users; and servicing help desk tickets remotely from over 10 locations.
- Explained complicated technical concepts to users with varying degrees of technical understanding.
Education
- Associate Degree
Skills
- Windows
- Technical Support
- Networking
- Active Directory
- Vmware
- Software Troubleshooting
- Network Administration
- DNS
- Help Desk
- LAN
- Microsoft Windows Server
- Operating Systems
- Linux
- DHCP
- Remote access software
- IT
- VPN
- Troubleshooting
- Mac OS
- GPO
- VoIP
- TCP/IP
- WAN
- Certifications and Licenses
- Network+
- January 2017 to June 2022
- Security+
- June 2019 to June 2022
