MSP Junior Field Tech w/CCNA

OBJECTIVE

Seeking a challenging position as a network or systems engineer within the Information Technology field, leveraging my skills and expertise to make significant contributions while continuously expanding my capabilities.

PROFESSIONAL PROFILE

Accomplished and goal-driven IT professional with a dynamic career reflecting a proven track record of successive advancement and well-defined experience in the design, development and delivery of cost-effective, high-performance technology solutions. A strong leader capable of providing quality results within a rapidly changing industry. A blend of business acumen and technical knowledge with the willingness to take the required steps to achieve desired goals and meet new challenges.

A comprehensive background in information technology including network administration, system analysis, development, implementation and support. Adept at analyzing problems and identifying creative solutions. Organized and focused, with the ability to implement multifaceted projects simultaneously while working alone or as an integral part of a team.

Excellent communication and interpersonal skills serve as a foundation to effectively network, negotiate and maintain positive business relationships with clients and staff in a comprehensive team effort. A sound professional attitude, strong work ethic and pride in personal performance.

CERTIFICATIONS

• Cisco certified network associate (CCNA) October 2022
• CompTIA Server+ Certification October 2019
• CompTIA Network+ Certification July 2017
• CompTIA A+ Certification October 2011
• PROFESSIONAL SKILLS ,
• OPERATING SYSTEMS: Microsoft Windows 7/8/10; Mac OS 10/11; iPhone/iPad IOS
• NETWORKING: Windows Server 2008/2016; Microsoft SQL; Windows Active Directory; Group Policy; DHCP
• HARDWARE: Cisco Meraki Wireless Access Points/Switches/Firewall/Router; VMware Virtual Server Host, MacBook; Chromebooks; Desktop PCs; iPad/iPad Pro; Printers/Copy Machines, CAT5E/CAT 6 cabling
• SOFTWARE : JAMF Pro Apple MDM/School Manager ; Google Workspace, VLAN Configuration, ConnectWise Manage Ticketing system, Screen Connect Remote agent and Automation agent.

EMPLOYMENT HISTORY

MSP in Houston (2023-Present)
Service Desk Technician

• Worked on a help Desk team of about 15 Technicians providing technical support to over 50 Clients in multiple industries such as Oil/Gas, Power generation, Legal, and Financial.
• Act as the first point of contact for clients, promptly responding to service tickets and taking calls from local businesses and power plants.
• Diagnose technical issues related to power plant equipment, network infrastructure, and software systems.
• Collaborate with cross-functional teams to ensure timely resolutions and maintain high client satisfaction.
• Develop and maintain a comprehensive knowledge base to assist front-line support staff.
• Stay informed about industry trends and emerging technologies to provide innovative solutions by attending monthly trainings
• Contributed to process improvements that streamlined ticket handling and reduced resolution times.

MSP in NY (2023-2023)
Field Services Engineer

• Responsible for the technical support and services for this Managed Service Provider with over 250 clients in the New York Tri-State area.
• Act as a critical point of contact for clients, promptly responding to urgent technical challenges and ensuring timely resolutions to maintain customer satisfaction and retention.
• Utilize in-depth knowledge of networking protocols, hardware, and software to troubleshoot and diagnose intricate network-related problems for diverse client environments.
• Collaborate closely with cross-functional teams, including product development, QA, and customer success, to identify recurring issues and provide valuable insights for product improvement.
• Implement proactive measures to minimize escalations, such as developing comprehensive knowledge bases and conducting training sessions for front-line support staff.
• Consistently achieve high customer satisfaction ratings, receiving positive feedback from clients for exceptional problem-solving skills and effective communication during challenging situations.
• Stay updated with the latest industry trends and technologies to deliver innovative solutions to clients

Large IT Company (2018-2023)
On-site Technician

• Responsible for the overall management of technology services for this 1200-pupil facility with a professional staff of over 120 administrators, teachers and support personnel.
• Maintain a system consisting of over 25 workstations, printers/copiers and related peripherals; maintain all classroom technology including SMART TVs, Chromebooks, iPads, keyboards, and trackpads.
• Handle the installation, configuration, troubleshooting, maintenance and upgrading of all software and Hardware
• Establish and maintain network infrastructure; design network security system (firewalls; virus protection. Antispyware); perform daily backups and system restorations when necessary.
• Manage Windows Active Directory; establish login procedures, passwords and security access.
• Provide training and support to both staff and students in the integration of most current technology and Online resources including Google Accounts and Apple devices.
• Maintain all audio/visual equipment and direct operations during school productions and activities.
• Projects & Accomplishments:
• Spearheaded ongoing project transitioning workstation environment to mobile devices.
• Established virtual server network using VMware, configured SAN memory and storage capacity parameters.
• Handled the configuration and distribution of Chromebooks to all students during COVID-19 shutdown
• Provided remote support for hardware and network operations.
• Facilitated the installation of the school’s new public address system.

Wireless Company (2016-2018)
Technical Support Representative

• Provided technical support and assistance to customers for this leading Long Island cable provider with a network of over 3 million subscribers.
• Communicated with customers regarding system problems to identify and properly diagnose technical issues.
• Administered various signal tests to determine root cause for problem; submitted repair tickets to technician staff for external connection issues, assisted customers in resetting passwords as needed.
• Maintained detailed log of all incoming technical support calls, updated customer profiles as necessary.

Computer Repair (2011-2016)
Shift Supervisor

• Responsible for providing both in-house and onsite repairs and technical service in the use of mobile devices, computer equipment, software and all related peripherals to clients of this Suffolk County computer repair shop.
• Provided installation, troubleshooting and support services in the resolution of hardware, software and networking problems.
• Interacted with clients to analyze specific issues, isolate software or equipment problems, and determine solutions; provided training to end-users as necessary.
• Worked with local businesses in providing timely repairs and upgrades in accordance with service contract provisions.

EDUCATION

• Electronics, Computer Repair Technology and Networking Diploma
• Computer Science/Information Technology