PROFILE
- Experienced and ambitious IT technician with a solid history of quality and methodical problem solving.
- Efficient team member with strong organizational and prioritization abilities. Subjects of expertise include troubleshooting, networking, infrastructure, customer service, security, and implementation.
EXPERIENCE SKILLS
- 10 years of experience with IT customer
MSP (2022-Present)
Level 2 Technician
- Mentor and assist as an escalation resource for level I environments
- Specializing in emergency and urgent issues that require rapid resolution
- Providing high-level of customer service to de-escalate stressful situations;
- Maintained proficient troubleshooting while managing excellent attention
MSP same as above (2018-2022)
NOC Specialist
- Performed proactive and reactive remote management
- of over 500 clients.
- Ensuring vital services like internet
- and power remain online during production periods.
- Established maintenance windows, set patching
- schedules, implemented audits of client resource
- utilization and responding to alerts to resolve
- Monitored and managed client backups and disaster recovery systems.
MSP same as above (2015-2018)
Support Specialist
- Maintained level I IT support remotely. Troubleshooting and resolving technical problems based on OSI model.
- Maintaining and utilizing software tools from
- ConnectWise, Atlassian, Auvik, Cisco, Solarwinds, Datto, and others.
- Functioned as system administrators in different platforms for VOIP, VPN, Virtual Desktop
- services, exchange, Infrastructure Virtualization, and others.
- Assisting users with popular applications like Office, Adobe, Intuit, Sage, Autodesk, Wolters Kluwer and more.
Skills
- 10 years of experience with IT customer service
- over 7 years of that in corporate environments
- Superb communication skills, written and verbal
- Excellent attention to detail and troubleshooting skills
- Able to remain calm in stressful environments/situations
Education
- AutoDesk/AutoCAD training; Copper & Fiber-Optic cabling training
- Basic Computing and CompTIA & Cisco Prerequisites
