White Collar/ Client Facing Field Service Engineer Tier 2.5

About

Professional Summary:

I am an IT Support & Service Engineer with 19 years of experience and a diverse background spanning from Infrastructure to the Microsoft Cloud and User Service support seeking full-time employment with an IT team where I can supply IT Service at the Customer(s) endpoint (s) as well as in conjunction with peers, senior teammates, technical partners and vendors.

Technical Summary:

Service & Support

  • O365 Admin Portal; O365 Suite at the endpoint; Endpoint Manger; Azure and Intune Device and User support, Exchange Online; Good familiarity with SharePoint portal and Teams configurations and portal; Troubleshooting on One-drive syncing with SharePoint. Extensive documentation for customers in One Note
  • Participated in many cut-overs from local domains to the Microsoft Cloud and Hybrid under Senior Engineer guidance migrating profiles and creating Outlook profiles to the migrated back end. Also migrating from local domain to the Azure Parent Microsoft Domain a couple times. Have built machines with Autopilot steps, running
  • Power Shell scripts supplied by team engineers, bypassing OOBE when needed.
  • Supported and added mobile devices to Intune with Company Portal application. Troubleshooting connectivity and sync issues from the endpoint primarily on iOS devices.

Troubleshooting & Infrastructure

  • Support desktop and laptop connectivity across LAN. Work with Users on O365 connectivity, sync and file access issues. Have primarily supported users on site, work with Implementation teams & 3rd party vendors on break-fix, changes & installs. Miraki Access Points.
  • Extensive experience supporting/deploying and grooming office desks, monitor and laptop dock setups moves, changes, troubleshooting. Includes Dell, Lenovo and HP systems. Avaya and Cisco Unified IP phone support.
  • 8X8 IP phone administration. Phones deployments have moved toward installing Zoom & Teams IP phones.
  • have supported Zoom Rooms for conference as well as Teams in various AV in small to large conference rooms.

Systems

  • O365 Suite, Azure, Entra, Intune-Autopilot User and Device admin centers; Teams & Zoom; Mimecast and Proof
  • Point email filtering, Azure Mobile MDM deployments with users; Veritas Backup Exec; DUO Mobile 2F
  • Authentication, Okta, KnowB4, Solar Winds Network Monitor Citrix XenApp user session support, Sentinel 1 AV, Service Now ticketing; Strong understanding of Active Directory, DNS, DHCP and Access Permissions.

 

Professional Experience:

MSP (2014-2024)
Field Support & Service Engineer

  • My primary function was to work both independently as a Service Support Engineer as well as interactively with senior engineers to configure and support the ECI hedge fund and Investment Bank customers on-site including desktop, active directory, cloud connectivity, DFS replication, SFTP connectivity, Avaya and Cisco IP Phones as well as various ECI partnered solutions like off-site backups, S1 AV, Mimecast and Proof Point spam filtering for users, Participate in Office 365 and Azure rollouts and support. I have also configured and run phishing campaigns for client coverage.
  • As a New York Global Field Operations team member the roll migrated towards participation in O365 cutover projects and rollouts utilizing Intune Autopilot to desktops and laptops. We supported Azure VDI for remote users as well as they were migrated to the Microsoft Cloud. This then moved to fully support these types of customers striving for Value Creation and excellence in the Service approach.
  • I have participated in Office breakdowns & setups setting high standards on these processes.
  • Re-cabled and labeled many customer racks and assisted networking with switch/firewall racking.
  • Have extensive documentation experience using One Note and write with clarity for others to use.
  • Extensively use the UKG and Service Now systems for time, scheduling and ticketing services.

Client Coverage Highlights:

Field and Back Fill Coverage

  • Utilized Value adding concepts to move from customer to customer getting to know the site, the people, the teams and creating support based documentation. I served customers for extended periods during projects or enough to understand the back fill service needs. Worked to apply consistent Service techniques and understand the Customer perspective from a Service level.

Financial Company

  • Was called in to take over a full time coverage at this long time customer that became abruptly vacant.
  • Worked with the POC who was the CTO as well to deliver User Support for desktops, server backups and connectivity. I also organized, prepped, tested with network team and then executed floor consolidation (approximately 12 users desks moved) with Team members when they down sized.

 

Consulting Company – Full Time On Site Coverage & User Support

  • Users primarily supported via Okta which we trained in. Started there during the pandemic. Assisted with Miraki Access Point roll out, created extensive desk hotel-ing and supported Lenovo laptops and docks. General User and O365 Support, Laptop Builds with Autopilot (manual when needed).
  • Participated in building out one of their new floor; set up 30 desk builds and cabled the comm room for all devices.

Banking Company – Full Time On Site Coverage & User Support

  • All users supported remotely in Bomgar. Stationed as L2 Support crossing into L3 / Engineering. Consult with L1 team engineers on escalations and questions. Write/seek approval and managed projects and ongoing tasks with Jira Change Management tool. Participate and contribute where appropriate in regular support meetings and Cue management,

Investment Company- Full Time On Site Coverage & User Support

  • Revived customer support after they were cut over to cloud SLA’s. Created extensive on site documentation for the Team. Participated in extensive EMS Cloud cutover & fully cabling/dressing their patch panels.
  • Petitioned for and helped a recently promoted Help Desk engineer at the time to become my co-onsite team mate through mentoring, shadowing, technical and professional support.
  • NOTE: He is now a Systems Engineer with growing Cisco Certification and a valued ECI Team member.

Bank (2007-2012)
Network Administrator

  • Administered Windows domain and supported network infrastructure over three sites:
  • Managed and configured Active Directory, DNS, DHCP and Group Policy
  • Supported Cisco engineers and worked independently on switch and router problems and configurations.
  • Purchased, built and installed Dell servers and performed OS installations.
  • Oversaw the installation of IBM Blade Center-H.
  • Imaged servers and workstations using Symantec BESR and Ghost multicast procedures.
  • Monitored and adjusted disk usage; troubleshot network connectivity and performance.
  • Supported engineers in upgrade to fiber optic internet circuit and bonded T1 over an MPLS on the WAN.
  • Watchguard Core firewalls:
  • Configured and groomed packet and proxy policies.
  • Provisioned DMZs to online banking services, maintained logs and operating system on the devices.
  • Built Vmware Vsphere 4.1 – 5 POC and patch lab:
  • Completed four day course on installing and maintaining Vsphere 4 and ESX.
  • Designed and built multiple iterations of lab infrastructures for ESXi Vsphere 4.1 (test) and 5 (final) labs
  • Used Openfiler open source SAN with multi path iSCSI redundant layer 2 infrastructure for all labs
  • Ran several test servers in this lab for patch testing eventually including two core bank systems
  • Gained a VCP4 certification utilizing the training and lab studies.
  • Proposed business case supporting server consolidation with Vsphere to cut IT costs long term.
  • Co-engineered the addition of a Citrix Access Essentials DMZ gateway server to the VPN system:
  • Improved user management through AD integrated groups that synced with published applications.
  • Upgraded then re-integrated RSA Secure ID system to continue providing two-factor authentication.
  • Managed system and token access regularly and for disaster recovery testing.
  • McAfee ePO endpoint security system:
  • Groomed node groups to mirror domain construct and modified security policies as required.
  • Closed back door port vulnerabilities using access policies.
  • Defined process exceptions enabling system alert functionality.
  • Deployed antivirus packages to member systems as required.
  • Performed annual version upgrades and maintenance of the system.
  • Re-organized security patch-deployment and compliance strategy:
  • Developed, re-wrote and executed monthly patch maintenance procedures utilizing GFI LNSS.
  • Achieved patch compliance by contributing to the closing of an outstanding audit in my first year.
  • Increased patching procedure efficiency, automated deployments and answered security audits.
  • Configured and maintained Symantec Backup Exec System Recovery images:
  • Rescued, migrated and performed hardware upgrades from images.
  • Provisioned backup-to-disk offsite user data solution to replace the use of tape media.
  • Ensured critical data replication with contingency site:
  • Configured Double Take replication mirrors; monitored Riverbed Steelhead WAN optimization devices.
  • Monitored and groomed Microsoft 2003 Exchange server and BES server:
  • Reviewed NDR errors and configured SMTP connectors to improve connectivity.
  • Adjusted externally hosted MX records; Migrated exchange services to Microsoft Online Services

 

MSP in NY (2005-2007)
Network Technician and Administration

  • Built/supported Windows domains and infrastructure for hotel businesses and wireless networks and SMB clients.
  • Designed and supported Active Directory, DNS, DHCP and file sharing structures.
  • Installed and maintained LAN and wireless network infrastructures.
  • Provided Symantec Ghost services, configuration and troubleshooting for Windows XP desktops
  • Troubleshoot network connectivity, domain authentication, NTFS permissions and DNS resolution.

 

IT Company (2005-2006)
Network Technician

  • Windows domain, Active Directory and LAN infrastructure installation and support
  • Provided troubleshooting and maintenance for network connectivity, servers and desktops.

Education

  • Network Technician Diploma
  • B.F.A. Graphic Design
  • Watchguard Firewall Administration – Creative Associates
  • VMware Vsphere 4 Installation and Configuration – Global Knowledge
  • Penn Testing Fundamentals with Backtrack
  • Check Point Security Administration, R76 Edition – Netanium Network Security
  • Ongoing Azure/Insight & Service Design studies and tutorials

Certifications

  • ITIL 4
  • MCP with Managing and Maintaining a 2003 Server Environment (290), Windows XP (270)
  • VCP on Vsphere 4 (vcp-410)
  • NET+ A+

Location

NYC

Salary

$90,000

About the Company 

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America’s top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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