I.T. Professional with 7+ years of MSP experience. Solid troubleshooting ability, quality communication and patience are key to keeping clients happy.
PROFESSIONAL EXPERIENCE
MSP in Lombard (2022-2024)
System Support Administrator
- Administer support portals for backup solution, A/V notifications, and client network uptime.
- Coordinate and execute migration projects to completion with client staff.
- Provide Helpdesk support via Freshdesk ticketing system.
- Assist junior technicians with various technical issues and troubleshooting processes.
- Provide hardware recommendations based on needs of the clients.
- Active Directory management, Microsoft 365 management and Windows Server management.
MSP in PA (2021-2022)
Service Desk Escalation Technician
- Troubleshooting and resolving a wide variety of user, server and networking technical issues.
- Documentation initiative.
- Resolve escalated issues from Helpdesk Technicians.
- Manage company tool stack.
- Team coaching.
- Active Directory management, Microsoft 365 management and Windows Server management.
MSP in Chicago (2016-2021)
Senior Service Desk Technician III
- Troubleshooting and resolving a wide variety of user, server and networking technical issues.
- Document necessary technical information for client wiki.
- Exchange migration, Server builds, Hardware configuration.
- Resolve escalated tickets from the Service Desk Technicians.
- Advise hardware (PC, Laptop, Server, and Networking) upgrades where needed.
- Communicate clearly with end users and provide great client service.
- New hire training and coaching.
- Active Directory management, Microsoft 365 management and Windows Server management.
SKILLS AND PROFICIENCIES
- Windows Operation Systems – Mac OS – Microsoft 365, Azure and Office products. Various EMR Software – Sage – Quickbooks
- Webroot – Trend Micro XDR – OpenDNS – Securence – Barracuda Email filtering – N-Able – ConnectWise Automate –
- ConnectWise Control – Autotask – Datto – Veeam – Active Directory – SharePoint – Exchange Server – SQL – Hyper-V –
- VMWare – Dell Open Manage – IDRAC – HP iLO – SonicWALL – Cisco Meraki – VPN – SSL Certificates – Firewall Management and Configuration – Switch Management and Configuration.
- Consistent customer service and technical skills – Extensive hardware, software, and network troubleshooting – Strong ability to keep up with change successfully – Ability to identify the client’s needs – Superb time management ability – Ability to breakdown tech jargon to end users – Positive Attitude – Team Player
- A+ certification, Network+ certification in progress, SonicWALL Certified
