PROFESSIONAL SUMMARY:
- Experience with working in multi-technology environments
- Experience with working in multi-vertical environments
- Strong team player with an eye for the big picture
- Strong written and verbal skills, internally and customer facing
- Wide knowledge of computer hardware, software and procedure writing
EDUCATION:
- Master of Business Administration, IT Management
- Bachelor’s Degree in Network Security
PROFESSIONAL CERTIFICATIONS:
- ConnectWise Automate Certified Associate
- Connectwise Manage Administrator, Systems Engineer, Service Manager and Dispatch
- CompTIA Network + and A+
- Microsoft MCP Office 365
- Datto Technical Specialist II
- Liongard Certified Professional
- Fortinet NSE 3 Certified
TECHNICAL SKILLS:
O/S:
- Windows Server 2012/2016/2019/2022 ;
- Windows Workstation 7/8/8.1/10/11
- Linux Server/Workstation Ubuntu, Fedora, RedHat, and Debian
- Hypervisors Microsoft Hyper-V, Xen, and VMWare ESXi
Networking:
- TCP/IP Configuration
- Cisco, Dell, Fortinet, Meraki, SonicWall, WatchGuard and Ubiquiti configuration and maintenance
- Consumer-grade router configuration
- Network Design and Planning
Applications:
- Configuration, Deployment, and Management of Office 365, Dynamics, and Sharepoint; Salesforce
- Configuration, Deployment, and Management of Exchange Server 2010/2013/2016
- Administration and Configuration of Westlaw CaseLogistix, iManage, NetDocs, Worldox, TimeSlips, and TimeMatters Legal Practice Management
- Administration and Operation of MRI Real Estate Solutions, Deltek Vision, PCLaw, and Quickbooks
- Configuration and Operation of Medisoft, GreenWay, and DVMax Practice Management
- Configuration, Deployment, and Management of ConnectWise Automate, Kaseya, Pulseway, and GFI RMM
- Configuration, Deployment, and Management of Auvik, Liongard Roar, LogicMonitor, UptimeRobot, and NetworkGlue
- Mimecast, Proofpoint, Barracuda, Reflexion, ExchangeDefender, and GFI Max Mail Spam Filtering
- Configuration and administration of Storagecraft, Kaseya, BackupExec, UniTrends, Veeam, and Datto
- BCDR Solutions
PROFESSIONAL EXPERIENCE:
MSP (2022-Present)
Senior IT Consultant
- Provide leadership and escalation support to Help Desk resources
- Lead project team and implementation efforts
- Assist owners in the development of processes and procedures
- Complete onboarding of new clients
- Complete thorough network assessments and create network and server refresh SoWs
- Product Owner of RMM, CRM, and Backup Systems
- Internal Security Lead; completion of client questionnaires and proposal of best practices and implementation plans
- Key Achievements:
- Assisted in the buildup of the help desk from one individual to a geo-diverse nine-member team
- Completed the implementation of documentation system, ITGlue
- Assisted in growing client base for 300 endpoints to over 1500
- Standardized deployment processes and hardware recommendations
MSP in St Louis (2020-2022)
Lead Platform Engineer
- Lead initiatives for platform updates, as directed by management team
- Provide leadership and escalation support to the organization for complex platform issues and inquiries
- Work with training department to complete documentation revisions as well as new material creation
- Process Owner for intra-platform synchronization and standardization
- Product Owner of ConnectWise Automate including creation and maintenance of user accounts; application stability, patching, and scalability; organizational level changes and maintenance
- Backup solution(s) technical subject matter expert
- Script creation, revision, and management of existing script database
- Patching policy creation, revisions, and review of compliance at organizational level
- Creation of monitor sets and baselines
- Ongoing review of monitor ticket creation to identify needed revisions and execute
- Ongoing review of help desk and NOC alerting service tickets to identify trends and areas of automation potential to reduce RHEM
- Creation of reporting templates from platform applications
- Key Achievements:
- Creation of the standardized firm-wide patch maintenance schedule, brought compliance levels to 89%
- Creation of weekly and monthly check for ongoing audit and maintenance of clients
- Utilized monitoring and automation to account for ~60 hours monthly of no touch remediation
- Optimized professional services deployment workloads through scripting
MSP Non-profit focused (2018-2020)
Lead NOC Engineer
- Assist NOC Manager in managing day-to-day flow of the team; Daily stand-up calls, decision making on next steps, coordinating with other teams, and assisting as a senior resource to rest of team
- Monitoring and Triaging Alerts and Errors for client base
- Creation and Maintenance for Patch Policies and Monitoring via ConnectWise Automate
- Managing onboarding of clients to Datto and monitoring day to day operation
- Creation of reporting and dashboards for sales and technical staff
- Assisted in restructure of Client Onboarding and Offboarding processes
- Creation of system automations to reduce help desk reactive hours per endpoint
- Assisted finance teams with vendor audits for CSP licensing, Datto, and Cloud Providers
- Assisted CTO with internal IT tasks and planning
Key Achievements:
- Creation of the firm-wide patch maintenance schedule
- Creation of dozens of standard procedures and guidelines
- Utilized monitoring and automation to reduce average helpdesk ticket time by 25% in 2019
- Found incorrect billing in vendor accounts resulting in thousands in credits and new realized revenue
- Reduced onboarding and offboarding time per client by 15%
MSP same as above (2014-2018)
Escalation Help Desk Tech
- Tier Three support to a team 15 help desk techs
- Assist in dispatch and scheduling duties as need arose
- Creation of Standard Operating Procedures on Help Desk
- Perform Weekly Technical Trainings focused on a core business application
- Provide management support to Help Desk Manager as needed
- Key Achievements ,
- Over 90% CSAT Score
- 75% Same-day Ticket Closure
- Average Daily Closure of 25 tickets
MSP in NOVA (2014-2014)
Systems Engineer
- Duties included preforming onsite visits to client sites for scheduled maintenance as well as break-fix repairs. Handled
- Remote helpdesk tickets in various fields, like user management, application configuration, mobile support and connectivity problems. I assisted team in large migration projects of Hosted Exchange, New Server Deployments, and Network upgrades.
- Preformed NOC functions like checking for successful backups, monitoring the GFI board for possible problems.
