WORK EXPERIENCE
MSP (2019-Presnt)
Helpdesk Tech II
- Design, configure, and maintain robust network infrastructures for multiple mid to large-sized businesses across diverse industries
- Implement and manage secure remote access solutions, including VPNs and Dell SonicWall firewalls
- Provision and manage user accounts in Active Directory, Microsoft Exchange, and Microsoft 365 for new hires across multiple client environments
- Diagnose and resolve hardware, software, and network-related issues for over 3000 end users across multiple organizations
- Leverage ticketing systems such as ConnectWise and Spiceworks to track, prioritize, and resolve technical support requests
- Utilize remote management and support tools including Labtech, ITBoost, and ScreenConnect to deliver efficient troubleshooting and system monitoring
- Provide responsive, client-focused IT support while ensuring system uptime, data security, and optimal user experience
Financial Company (2018-2019)
Network Engineer
- Installed, configured, and troubleshot network infrastructures to ensure seamless connectivity and performance
- Set up and maintained computers, routers, switches, and servers to support business operations
- Added new employees to Active Directory, Microsoft Exchange, and Microsoft 365, ensuring smooth onboarding
- Diagnosed and resolved hardware, software, and network issues for company employees, minimizing downtime and maximizing productivity
Business Process Company (2016-2018)
Business Lead Coordinator
- Worked with agents on lyrics, processes, and training to enhance team performance
- Provided agents with best practices, offering detailed feedback and identifying areas for improvement
- Recognized and rewarded high-performing agents, fostering a positive and motivating work environment
- Analyzed daily, weekly, and monthly volume trends to optimize operational efficiency
- Delivered specific campaign insights, ensuring alignment with business goals and targets
- Reviewed daily performance reports in collaboration with the Sales Enablement Manager to drive continuous improvement
- Developed and implemented a sustainable approach to maximize Ibex Global’s ability to uncover new business leads daily
IT Company (2014-2014)
Network Engineer
- Configured, installed, and maintained high-end network infrastructures for 30+ mid to large-sized companies
- Configured VPNs and Dell SonicWall firewalls to ensure secure network access
- Added new hires to Active Directory, Microsoft Exchange, and Microsoft Office 365 for multiple organizations
- Troubleshot computer-related issues for 750+ users across different companies
- Proficiently used ticketing systems like ConnectWise to manage and resolve technical issues
Another IT Company (2013-2014)
Network Engineer and General Manager
- Managed day-to-day operations, overseeing both wholesale and retail purchasing/selling of computer equipment
- Scheduled and supervised employees, ensuring smooth workflow and adherence to company policies
- Managed and maintained invoices and payroll using QuickBooks Enterprise Edition for accurate financial tracking
Software Company (2010-2013)
Network Engineer
- Installed, configured, and troubleshot network infrastructures at clients’ sites to ensure seamless connectivity
- Installed and maintained computers, routers, switches, and servers to support client operations
IT Company (2007-2020)
Network Engineer
- Configured, tested, and troubleshot Cisco 1700, 1800, 2800, 3000, and 7200 series routers, as well as AT&T code-operated switches and modems
- Worked with 9126 and 9626 Paradyne units, ensuring optimal performance and reliability
- Troubleshot Cisco routers to the component level, diagnosing and resolving complex hardware and software issues
Financial Services (1999-2007)
Network Engineer and Regional Manager,
- Maintained LAN/WAN networks and internet cameras for 60+ offices in Metro Atlanta and 40+ offices in Birmingham, AL
- Supervised and trained technicians to install and maintain computer systems, ensuring operational efficiency
- Configured third-party proprietary software and ensured successful transmission of critical documents to National Headquarters
- Provided phone support to company employees, resolving technical issues and ensuring consistent system functionality
SKILLS
Active Directory, Azure, Cloud Computing, Connectwise, Desktop Support, Entra, Help Desk Support, Intune, JumpCloud, Labtech, Microsoft Exchange, Microsoft Windows, Powershell, Sharepoint, Sonicwall, Systems Administration, Ticketing Systems, VPN
