I am a passionate problem solver who has worked in a variety of work environments. I strive to continuously provide exceptional client service and ensure optimal technical service in a fast-paced environment. Currently, I’m aiming to obtain my AZ900 and AZ103 to advance my knowledge in cloud technologies and would like to join a company that shares the same values of advancing their employee’s knowledge and capabilities.
WORK EXPERIENCE
MSP in Chicago (2019-Present
Helpdesk Cloud Services & Triage Specialist
- Answer incoming calls and respond to client tickets for various desktop, email, printer, Wi-Fi, and server issues
- Work with clients to handle all aspects of project work including Office 365 remediation
- Assist with server alerts including DHCP, DNS, Group Policy, File Services, and Print Management
- Create and distribute documentation for tasks to be shared with different departments as well as handle escalations
- Involved in server patching monthly for 30 client sites
- Daily monitoring and management of Complete BDR backup recovery solutions
- Worked with IT services team to expand national helpdesk services, incorporating 14 new SHARP satellite offices
- Utilize ConnectWise RMM system to track tickets, monitor and manage client networks and endpoints
- Work alongside Rapid Response, Cloud Specialist, UCaaS, Printer Support and NOC services teams for complete complete managed IT services
- Various skills obtained; ConnectWise ASIO-MSP platform, manage spam filtering, profile migrations, MFA setups, AV deployment, triage escalation, MS 365 Admin Center, Microsoft Exchange
Cyber Security (2014-2019)
Associate Network Analyst – Data Center/Assistant Supervisor
- Dispatched and provided quick and comprehensive solutions at client sites
- Reviewed and thoroughly resolved client backup failures
- Responded to tickets generated by clients for various workstation, email, printer, Wi-Fi, and server issues
- Utilized Kaseya (VSA) remote management technology to complete server-workstation patch management
- Created structured documentation for navigating Request Tracker ticketing system
- Frequently updated company kiwi page and documented hardware & software changes
- Quickly responded to circuit outage alerts, Argus alerts for down network equipment, circuits, switches, routers, FW, etc.
- Implemented detail-oriented training for new after-hours staff to enhance productivity
Home Security (2013-2013)
Home Security and Automation Technician
- Deployed wireless central controllers and devices into doors and walls to conceal from view
- Installed CAT5E and low voltage cabling in customer homes discreetly
- Frequently updated inventory log with OPUS proprietary software
- Utilized DLite application to update AT&T SIM card information
- Ran internal/external home 3G signal testing with BBT system to ensure maximum strength
EDUCATION
- Associate of Applied Science in Information Technology
- Bachelor of Applied Science in Network System Administration
TECHNICAL SKILLS & EXPERIENCE
- Microsoft Server 2008 R2 – 2019 deployment experience
- Microsoft 365 Admin Center and Exchange
- Microsoft Dynamics Nav – Navision
- Experience with Microsoft Solutions, Windows, Exchange, and Dynamics NAV
- Install, upgrade, and configure Microsoft Windows 7/10
- Troubleshoot and repair workstations, laptops, Apple/Android devices, and printers
- Remote Desktop User Support
- Active Directory admin, MS Exchange, some experience with Azure AD
- Base knowledge of Linux OS (Debian based distros)
- Backup Solutions; Continuum Complete VDR, Veritas, Barracuda, Mozy, Retrospect, etc.
- Dell Thin Client Support
- VMware vSphere, Hypervisor, and VirtualBox experience
- Network and system security support
- Cisco WLC troubleshooting
