Proven MSP Dual Threat/ Bilingual Level 2 Field Engineer

EDUCATION

PROFESSIONAL EXPERIENCE

MSP (2022-Present)
Tier II Regional Technician/Field Engineer

Designated IT Support Tech for four luxury properties in the Chicagoland Area.
Assist teams with various tasks including password resets, configuring switches, setting up networks, and patching network ports.
Travel across the US to support large resorts during their biggest events with 5000+ attendees.
Executed the configuration of Point of Sale (POS) terminals.
Installed bridges across properties to improve internet connectivity.
Partner with local staff with the opening of a new hotel property.
Created internet network, POS terminals, and front desk PC set up.
Lead the network merger of two management companies.
Reimaged existing PCs.
Changed domains.
Created group policies for shared drives and printers.
Daily engagement with PMS systems including:
Opera PMS
Secure CRT / Fosse
Lightspeed
Digital Dining
Infogenesis
Implement Scan to Email and Scan to Folder configurations, spanning tree issues, network loops, configuration of network printers, patch panel & server mounts in IDF’s and MDF’s, and overnight shift coverage when needed.

MSP same as above (2021-2022)
Tier 1 Technician

Lead the team in volume of calls answered and help desk tickets closed.
Undertook work on escalated tickets.
Critical tickets with outages that directly impact the function of property and revenue impacting.
Directed complex tickets to partner vendors and worked with them to resolve.
Resolved ISP and other outage issues across multiple properties.
Configured switches and firewalls.

MSP same as above (2021-2021)
FRT (First Response Team)

Managed active directory domain accounts and local accounts password resets.
Facilitated Virtual Desktop Infrastructure (VDI) resets.
Dispatched New User Request Form (NURF) and Termination User Request Form (TURF)
Maintained map share drives up to date.
Installed and mapped network printers.
Created desktop shortcuts for programs specific to clients.
Performed antivirus scans on all machines.
Connected vendors to clients’ main servers.
Installed software that required administrative rights.

Well Known Hotel (2017-2020)
Guest Relations Coordinator/Club Lounge Concierge/Front Desk Agent/ Security

Assisted the IT department in rebooting the hotel’s operating system (OPERA).
Added printers/scanners to every employee computer.
Supported all Guest Pre-Arrival Requests such as amenities, early check ins and late checkouts, luggage storage, and transportation needs. Kept track of all guest preferences and acted upon them when necessary.
Directed large groups staying at the hotel to their functions.
Collaborated with the Front Desk team on service recovery for guests with missed opportunities during their stay.
Answered inquiries about guest stay and activities throughout the city.
Worked as security with large VIP groups and as overnight security officer.
Handled all lost and found items within the hotel, along with maintaining the safety of all of our guest and employees.

Another Well Known Hotel (2015-2017)
Doorman/Bellman

Greeted guests upon arrival and departure.
Assisted guests with storing of luggage.
Answered all inquiries about guest stay and provided guidance on city attractions.
Supported the valet parking team and maintained the driveway.
Booked boat, bus, Segway tours, restaurant reservations, concert, and festival tickets.
Assisted shipping and receiving departments with guest packages.

TECHNICAL & ANALYSIS

Microsoft Office Certified Bilingual: Bosnian, English Java Python C++ OPERA OS VMware Horizon
Networking & Switching Auvik ConnectWise Manage Automate/LabTech Datto RMM

Certifications