IT professional with years of experience in providing on-site, remote, and personal technical support for desktops, laptops, mobile devices, printers, and peripherals. Specialized in troubleshooting, deployment, and maintenance of end-user computing technology for diverse environments across various industries. Strong focus on asset management, security, user on-boarding, and documentation while ensuring all activities align with company policies and standards.
- Highly effective at troubleshooting a broad range of software and hardware issues, identifying root causes, and implementing
- effective solutions to ensure optimal system functionality.
- Strong communication and interpersonal skills, focused on building positive relationships with clients and colleagues.
- Ability to clearly explain technical issues and solutions to non-technical users, both in writing and verbally.
- Quick to learn new technologies, systems, and processes, adjusting to changes in tools or workflows.
- Skilled in diagnosing issues and thinking critically to find effective solutions under pressure.
- Focused on delivering high-quality support to end-users, ensuring a positive experience and maintaining user satisfaction.
- Adept at utilizing ticketing systems, remote access tools, and knowledge bases to promptly resolve user and technical problems.
- Efficient in managing multiple support requests, prioritizing tasks, and meeting deadlines in a fast-paced environment.
- Comfortable working as part of a team, sharing knowledge, and contributing to a positive and productive work environment.
- Thorough in troubleshooting, ensuring no issue is overlooked and all user concerns are addressed.
- Considerable experience providing exceptional technical support, user training and customer service.
PROFESSIONAL EXPERIENCE
MSP (2022-Present)
IT Support Engineer
- Administer user accounts, software licensing, group policies (GPO), file and share rights, application permissions and security in
- Active Directory, Azure AD/Entra ID, Intune, Exchange, Microsoft 365, Microsoft Teams, SharePoint, OneDrive, BitLocker, Google
- Workspace, Barracuda email spam filter, CrowdStrike, QuickBooks, Slack, DropBox and other cloud-based services.
- Utilize the Zoho Help Desk system and remote desktop tools (Zoho, TeamViewer, AnyDesk, GoToMyPC) to resolve user’s software
- (MS Word, Outlook, Excel, Adobe, PDF Tools, etc.), networking and mobile device issues; providing phone support as needed.
- Procure, configure, install and maintain hardware and applications on Windows 7/8/10/11 and Mac OS desktops, Dell, HP and
- Lenovo laptops, docking stations, Android and iOS devices, network printers and scanners, label printers, document scanners,
- barcode scanners, badge readers, VoIP/SIP phones, A/V equipment, webcams, USB/Bluetooth devices and other peripherals.
- Install, configure and troubleshoot Windows Remote Desktop, Windows VPN and OpenVPN clients and server access.
- Work with outside vendor support to escalate and resolve technical problems when required.
- Update internal customer information files, and resolution knowledge base to assist in future troubleshooting.
- link (ISP) side: Configure and troubleshoot Ubiquiti Wi-Fi access points and VoIP/SIP phones (Polycom/Zoiper). Connect
- customer equipment to internet (computers, TV, Ring doorbell, etc.) Troubleshoot Internet speed issues.
Self Employed (2010-2022)
Independent IT Professional | IT Consultant
- Setup and maintain networks for small businesses, providing onsite and remote support.
- Configure, monitor and support MS servers, UPS’s, backup systems, internet routers, firewalls, switches, NAS and other devices.
- Setup and provide support for desktops, network printers, mobile devices, FTP/SFTP access, and A/V conferencing equipment.
- Implement and test network security, malware protection, backup and disaster recovery solutions.
- Perform Dell, HP and IBM server upgrades and migrations, performance optimization, and software configuration.
- Setup and administration of web hosting services: Domain registration, DNS management (MX, SPF records etc.)
- Website development, modifications, security and performance improvement. Working knowledge of Linux (limited), Apache,
- MySQL, PHP, JS, JQuery, CSS, HTML, SVG, AVIF and WebP graphics, as well as WordPress, Shopify, WIX and other platforms.
- Photo and video editing utilizing Adobe Photoshop, Adobe Premier Pro, Inkscape, GIMP and other applications.
Media, Entertainment & Publishing (2000-2010)
LAN Administrator
- LAN administration, including support of DNS, MS Exchange, remotely hosted DB access, Citrix apps, Avid ProTools devices, etc.
- Problem determination and resolution for all networked servers, desktops, notebooks, printers, switches, wiring and NAS issues.
- Provide end-user support via Help Desk, phone, email and remote desktop connection.
- Hardware and software troubleshooting, installations, configuration, upgrades, evaluation, inventory, purchasing and testing.
- Setup RAID storage, Microsoft clustering for fault-tolerance, Microsoft Hyper-V and VMware VMs, and Synology NAS boxes.
- Create, manage and rollout Windows Deployment Services (WDS) desktop images.
- Malware and virus prevention and removal, with Veritas Backup Exec system to mitigate disaster recovery.
