Seeking an IT Technician position utilizing 10+ years of experience in providing on-site, personal, and remote technical support to troubleshoot and resolve hardware and software issues, enhance system performance and ensure seamless technical operations for clients.
CERTIFICATIONS
- ComptTIA A+ CE, 2018
- Microsoft 365 Modern Desktop Administrator, 2019
- MTA: Networking Fundamentals, 2021
- Microsoft Azure Fundamentals, 2024
EXPERIENCE
MSP (2017-Present)
Level II IT Support Technician
- Delivered remote and onsite technical support for a client base of 100+ users, ensuring high customer satisfaction.
- Diagnosed and resolved both simple and complex technical issues with a strong attention to detail.
- Configured, troubleshot, and optimized network infrastructure to ensure seamless operations.
- Led user lockdowns and performed investigations following security breaches, ensuring minimal downtime and data protection.
- Deployed and managed Mobile Device Management (MDM) systems for mobile device security and compliance for 150+ devices over several clients.
- Resolved issues with Office suite software, enhancing user productivity and reducing system errors.
- Installed and deployed network printers via Group Policy Objects (GPO), ensuring proper functionality and troubleshooting.
- Conducted hardware diagnostics, upgrades, and replacements to maintain system reliability.
- Performed data cloning and transfer, ensuring seamless user data migration with minimal disruptions.
- Set up and provided ongoing support for conference room technology and video conferencing systems.
- Managed user onboarding and off-boarding processes, ensuring smooth transitions and system access control.
- Administered Active Directory, including user account management and permissions.
Restoration Company (2013-2017)
Internal IT Support
- Provide timely and effective desktop support, diagnosing and resolving hardware and software issues to ensure minimal downtime for end users.
- Perform hardware diagnostics and implement upgrades to improve system performance and reliability.
- Resolve client-side issues with proprietary software by performing troubleshooting steps, collaborating with vendors, and ensuring compatibility with organizational systems.
- Create and configure user accounts in Active Directory, including permissions and group memberships, and assist with initial desktop setup for new hires, ensuring a smooth onboarding experience.
- Troubleshoot and resolve issues with Office 365 email, including login, sync, and connectivity problems, ensuring seamless user access.
SKILLS
Hard Skills
- Systems Administration & Troubleshooting
- Administer and troubleshoot servers, workstations, and operating systems to ensure optimal performance and security.
- Network Administration & Troubleshooting
- Manage and resolve network connectivity, performance, and security issues, including configuring routers, switches, and firewalls.
- System Backup & Recovery
- Implement and maintain backup solutions, performing regular system restores to ensure data integrity and disaster recovery.
- Active Directory User & Group Management
- Administer Active Directory, managing user accounts, permissions, and group policies to maintain secure and organized network access.
- Mobile Device Management (MDM)
- Configure, secure, and troubleshoot mobile devices using MDM solutions, such as Meraki MDM, Intune and Addigy, to ensure compliance with company policies.
- User Support & Training
- Collaborate with non-technical users to diagnose and resolve IT issues, providing training and guidance on software, hardware, and network usage.
- Hardware Diagnostics & Repair
- Skilled in diagnosing and repairing hardware issues in desktops, laptops, and servers to ensure system stability.
Soft Skills
- Communication: Ability to clearly explain technical issues and solutions to non-technical users, both in writing and verbally.
- Adaptability: Quick to learn new technologies, systems, and processes, adjusting to changes in tools or workflows.
- Interpersonal Skills: Build positive relationships with users and team members through effective communication, collaboration, and respect.
- Problem-Solving: Skilled in diagnosing issues and thinking critically to find effective solutions under pressure
- Customer Service: Focused on delivering high-quality support to end-users, ensuring a positive experience and maintaining user satisfaction.
- Patience: Able to calmly manage frustrated or stressed users, helping them navigate technical problems with empathy and professionalism.
- Time Management: Efficient in managing multiple support requests, prioritizing tasks, and meeting deadlines in a fast-paced environment.
- Collaboration: Comfortable working as part of a team, sharing knowledge, and contributing to a positive and productive work environment.
- Attention to Detail: Thorough in troubleshooting, ensuring no issue is overlooked and all user concerns are addressed.
- Conflict Resolution: Skilled in de-escalating tense situations, finding common ground, and resolving conflicts to maintain user satisfaction.
HELP DESK TOOLS & SYSTEMS
- 8×8 Virtual Office VoIP
- Addigy
- Constellix
- ConnectWise Manage (PSA)
- ConnectWise ScreenConnect
- Cove Data Protection
- Datto Data Backup
- DNS Filter
- Exclaimer
- G-Suite Admin Console
- Huntress
- IT Glue Documentation
- LastPass Enterprise
- Liongard
- Meraki
- Mersive Cloud
- MileIQ
- Microsoft Admin Portal
- ai
- mySonicWALL
- Solarwinds N-able N-Central
- Pax8
- Quickpass/CyberQP
- Room Alert
- SMTP2GO
- Snipe-IT
- Team GPS
- ThreatLocker
- UniFi
