MSP Sysadmin | Runs Service Board + Tier 1-3 Tickets

Summary of Qualifications

Enterprise experience in mission critical environments
Strong interpersonal communication and customer service skills
Attention to detail, especially in areas related to risk analysis and mitigation
High level of expertise in network and web related protocols

Education and Certifications

AAS in Computer Science, Private Technical Institute, graduated 2014.

SC-300 Identity Access Administrator, Earned on 1/05/2024

Work Experience

Managed Service Provider | Technology Specialist | 2023-Current

Troubleshoot and diagnose complex problems with end user machines.
Manage windows server environments and active directory for our clients.
Work assigned tickets from the support queue.
Travel to client locations for various services such as project rollouts, cable drops, new user setups, emergency issues.
Replace malfunctioning hardware in end user machines.
Solve issues related to our client software packages.
Manage clients Microsoft Admin portals.
Set up VPN connections and RDP connections.
Manage our spam filter Proofpoint for our clients.
Manage Eset antivirus and Backblaze backups for our clients.
Update documentation when needed in our Sharepoint.
Manage Ubiquiti wireless access points.
Remote into end user machines when needed using ScreenConnect.
Assist in large scale team projects with client floorplans and build outs.

Managed Service Provider | Tech Support Tiers I & II | 2019-2023

Manage helpdesk and call queue tickets.
Consult with company liaisons on new technology acquisitions.
Procure and configure new software and hardware purchased for our clients.
Manage windows server environments and active directory for our clients.
Build and install new servers in our data center.
Emergency on call response for critical infrastructural issues when needed.
Onboarding/offboarding for assigned clients. That includes cable management, application installation, and profile build.
Follow up with clients on open ticket items and any issues they are experiencing to ensure optimal customer satisfaction.
Manage mail flow and network security for every client.
Use ticketing systems Connectwise Manage and Zendesk to manage and process requests.
Create cases for damaged, lost, or displaced packages.
Take on projects managed by the company such as, domain migration, mass multi-factor authentication integration, office set ups, conference rooms A/V set ups, Software integration, and mobile network set ups.
Document and manage information in our knowledge base ITGlue.

Software Company | Computer Software Specialist | 2017-2019

Test new software features for the programming team.
Assess application performance and crashes.
Collect, compile, and enter data for reporting.
Manage and troubleshoot helpdesk requests.
Assists with network administration tasks, ensuring data storage is safe and secure, and installing new software and hardware components.
Assist clients with web design concepts for their properties.
Crop and edit photos to be used for professional websites.
Travel and train staff for multiple properties.

Skills