WORK EXPERIENCE
MSP (2023-2024)
Escalated Response Technician – Tier 2
- Diagnosed escalated tickets as part of a specialized team that supported 80+ managed service partners nationwide, requiring detailed systems/applications knowledge, vendor support, confidentiality for HIPPA partners, and an understanding of our networking/security stacks.
- Maintained on-prem and cloud data servers which processed onboarding/offboarding requests, managed role- based access permissions, configured VPN and Remote Desktop services, updated network/security tools to maintain optimal uptime and safeguards, hosted websites and updated SSL certifications, ran printer servers, and deployed hosted software like Quickbooks, Expensify, and SQL databases.
- Facilitated onsite and project work: configured a full network refresh, implemented a Microsoft suite migration, onboarded 40+ Windows/Mac laptops, trained company staff on new tools and software, replaced landline phones with Zoom phones and handsets, setup Synology NAS devices, and resolved numerous hardware failures.
- Addressed concerns on the future of our NOC/SOC services with our Security Sheriff; utilized my experience managing our security suite to aid in the creation of “Fireline,” a white-gloved security package that we marketed and sold to partners, increasing their security and boosting our revenue.
- Mentored new hires through “Battle Buddies” program which trained them on troubleshooting techniques, tools and software, processes and management, and continued learning opportunities for complex or foreign issues.
Same MSP above (2021-2022)
Rapid Response Technician – Tier 1
- Provided technical support in an MSP servicing 80+ partners nationwide including construction, healthcare, finance, religious institutes, logistics, and non-profit organizations.
- Dispatched 500+ incoming tickets per week via ConnectWise Manage; triaged phone calls; assigned, updated, and scheduled onsites; tracked partner requests in accordance with SLA agreements and calendar availability.
- Troubleshot help desk tickets including password resets, printer management, software installation and troubleshooting, email blocking and allow-listing, and deployed VPN connections for remote work.
- Assisted the Security Manager with NOC/SOC board; including Firewall breaches and vulnerabilities, passwords saved as plaintext, ransomware notices, phishing prevention, malicious software downloads, disaster recovery backups, firmware updates, and network outages.
- Accurately updated documentation within ConnectWise Manage in order to provide up to date info regarding tools, software, network stacks, partner policies, vendor support information, passwords and permissions, as well as covered troubleshooting techniques for common issues we faced in the role.
TECHNICAL SKILLS
- Microsoft: Office 365, SharePoint, OneDrive, Intune, Entra, Authenticator, Remote Desktop
- Security: Threat locker, SentinelOne, Blumira, Huntress, CyberCNS, Barracuda, Mesh, Webroot, Umbrella
- Network: Cisco Meraki, SonicWall, Unify, Ubiquiti
- Remote Tools: ConnectWisemManage/Automate/Control, Addigy Mac Management
- Mobile Device Management: ManageEngine, JAMF, Intune, Apple Business Manager
- Operating Systems: Windows, MacOS, Linux, Android, iOS, Google
- Virtualization: Windows Servers 2008/2012/2016/2019, VMWare ESXI, Azure Virtual Desktop, Parallels Virtual Desktop, Azure Files
- Disaster Recovery: Datto Disaster Recovery, Axcient BCDR Solutions
- Domain Management: GoDaddy, Cloudflare, Network Solutions, DNS Made Easy
- VoIP/Communication: Cisco Webex, Zoom, Teams, Allworx, Discord, Slack
EDUCATION
Bachelor of Arts in English Literature
