IT Analyst
- Highly skilled IT Analyst with over 5 years of experience in managing and optimizing IT systems. Proficient in analyzing complex technical issues, implementing practical solutions, and providing excellent technical support to end-users. Possesses a strong understanding of network infrastructure, cybersecurity protocols, and software applications. Proven track record of improving system efficiency, reducing downtime, and enhancing overall IT performance. Adept at collaborating with cross-functional teams to drive projects to successful completion. Seeking to leverage my technical expertise and problem-solving skills to contribute to a dynamic IT team.
Professional Experience
MSP (2021-Present)
IT Analyst
- Worked at an L2/L3 level resolving complex issues for clients, both on-site and remote.
- Used ConnectWise Manage, ConnectWise Automate RMM, ScreenConnect, IT Glue and various other tools to assist clients.
- Managed call flow, triaged issues and dispatched when necessary.
- Documented client infrastructure and issue resolution clearly and concisely in ConnectWise Manage and IT Glue.
- Performed hardware upgrades and repairs when necessary including processing warranties.
- Extensive work as a Global Admin in M365 both building out tenants and performing administrative work such as on-boarding/off-boardings, Exchange management, SharePoint administration, etc.
- Performed Azure/Entra AD and on-prem Active Directory administration as well as GPO management.
- Managed devices across various platforms in Microsoft Intune and Microsoft Defender.
- Advanced network troubleshooting and configuration including DHCP, DNS and TCPIP.
- Worked in various Windows Server environments including virtualized servers in both Hyper-V and VMWare/ESXi.
- Worked on various projects including on-site infrastructure installs, hardware configuration and on-prem to cloud migration.
AT&T (2015-2017)
Advanced Technical Support
- In-bound call center for AT&T’s business division.
- Supported all types of mobile devices (Android, iOS, BlackBerry) as well as mobile broadband solutions. Worked with AT&T’s ticketing system to triage, resolve and escalate user issues.
- Diagnosed advanced network issues and handed of to the appropriate team when necessary.
Education
- BS in Computer Information Systems
Key Skills
- IT Systems and Network Troubleshooting (DHCP, DNS, TCPIP)
- Helpdesk and On-Site Support
- M365, Azure, Entra, Exchange, SharePoint, OneDrive, Teams, Intune and Defender
- Windows Server, Active Directory and Group Policy Management Endpoint
- Antivirus Protection, Spam Filtering and Network Security SonicWall, Meraki, Unifi and Synology Configuration and Troubleshooting
- Backup and Archival Solutions
Certifications
- A+ CompTIA October 2021
- M365 Fundamentals November 2021
- Azure Fundamentals November 2021
