SUMMARY
Experienced IT technician looking to broaden knowledge in the field of technology while offering current expertise to its fullest.
SKILLS
- Hands-on experience with various Windows software, including
- Operating Systems (7, 8, 8.1, 10, and 11) and Office Suites.
- Extensive experience with Windows Server up to 2022, as well as implementing and managing Active Directory domains.
- Experience with various router and switching technologies (SonicWALL, Netgear, TP-Link, Ubiquiti; VLANs, VPN, WLAN).
- Experience Troubleshooting a variety of software, including accounting software (Quickbooks, Peachtree, CCH), Client Management Software
- (Dynamics NAV), SQL-based database software, and proprietary industry-specific software.
- Experience with cloud-based services, with primary focus on Microsoft products, such as Microsoft 365, Azure, and Intune.
- Experience implementing and utilizing disaster recovery tools, such as Infrascale Cloud Backup and Datto BCDR.
- Planning and deploying various computer systems for small and medium -sized businesses.
- Planning and deploying network and server environments, as well as setting up and configuring Active Directory and domain services.
- Troubleshooting computer and networking issues, both hardware and software related.
- Troubleshooting various peripheral systems, including telecom (analog and VoIP), CCTV (analog and IP), and wireless services.
- Managing projects from start to finish, as well as delegating work and resources to technicians.
- Fast, inquisitive learner with a drive for computer and networking technologies
EDUCATION
Associates in Applied Science – Network and Computer Management
EXPERIENCE
MSP in Katy (2017-Present)
Project Lead Engineer
- Develop and implement IT solutions for prospective and current clients.
- Lead projects and delegate tasks to other technicians, as well as assist in higher- level tasks.
- Take on Tier 3 support tickets and offer quick resolution to client issues.
- Audit system health and remediate issues as they arose.
- Monitor backup solutions and provide file recovery and disaster recovery should the need arise.
- Perform internal administrative duties, including but not limited to: Managing/purchasing licenses for provided services; auditing current services and researching potential improvements and/or implementing more efficient methods of utilizing tools; maintaining workflow protocols for technicians; creating and updating internal knowledge base articles both for training and for technician use as reference material.
Notable Achievements:
- Assisted with creating a more efficient workflow system for ticket management which reduced overall ticket processing time by up to 40%.
- Created fleshed-out and comprehensive knowledge base, improving technician efficiency by reducing time needed to research commonly encountered problems.
- Suggested taking on and subsequently deployed additional security-focused tools (such as email protection, EDR, and dark-web monitoring) in company stack which not only increased our client’s overall security but allows the company to reach a broader selection of clients.
- Suggested and subsequently deployed SOC and NOC services which greatly improved alert visibility and relieved technicians to work on more pressing/urgent service requests
Small MSP (2015-2017)
Lead Support Technician
- Manage projects and delegate resources to technicians.
- Offer support to technicians, and consult with customers on best solutions for business needs.
- Troubleshoot and resolve networking and computer issues as they arise, updating ticketing system as needed.
- Develop and implement IT solutions for customers.
- Manage and maintain server and domain environments for medium-scale customers, including healthcare facilities.
University (2014-2015)
Support Technician
- Assist lead technicians with routine server maintenance.
- Perform help-desk duties when needed, offering phone support to both students and faculty.
- Assist with setting up new users utilizing Active Directory, as well as removing and purging inactive user accounts.
