Chicago: MSP Tier II Network & Systems Engineer

Tier II Network & Systems Engineer

North Aurora, IL

Professional Summary:

Excellent Network Administration and PC troubleshooting skills obtained from a combination of work experience and education.  This includes network hardware and software installation/maintenance, PC Testing, and upgrading.  Strong communication, people, and time management skills.  Self-starter who can work with minimal supervision under tight deadline pressure.

Employment History:

COMPANY: Regional Healthcare Focused MSP                               February 2016-Present

Network and Systems Engineer

  • Escalation point for complex issues
  • Active Directory services
  • Exchange Administration
  • Network troubleshooting/configuration including firewalls, routers, switches, access points, VPN, VLAN, Connectivity, Diagrams
  • Dispatch technicians and delegate workflow
  • ESET anti-virus and Deslock encryption Administration
  • EMR support including eClinicalWorks, Nextech, Continuum, Medical Manager, Centricity
  • Labtech, Connectwise, and ScreenConnect knowledge
  • Microsoft Office 2007/10/13/16 knowledge, installation, troubleshooting
  • Windows XP/7/8/8.1/10 setup and troubleshooting
  • Windows Server 2003/08/12/16 deployment, administration, troubleshooting, maintenance
  • Fax and Printer server administration
  • Hyper V, VMware vSphere ESXi setup, troubleshooting, maintenance, configuration
  • Backup solutions including Veeam, StorageCraft, NAS devices, Cloud storage, RAID 0/1/5
  • Crushftp server, OWA site, SSL Certificates
  • Site Reliability Engineering

COMPANY: Contractor for Large Oil & Gas Company          September 2015 – February 2016

Tier II Technical Support

  • Provide remote support to U.S. BP gas stations
  • Troubleshoot network connectivity issues
  • Troubleshoot Gateways, Routers, and Switches
  • Write documentation and create tickets
  • Dispatch technicians
  • Work with vendor support team to resolve POS issues
  • Follow ticket escalation procedures

COMPANY: Regional MSP                                                            February 2014 – September 2014

Help Desk Support – Level 1

  • Provided onsite support for the Springfield, Decatur, St. Louis offices while remotely supporting the other eight offices
  • Submit technology purchase request
  • Computer workstation setup including printers, scanners, keyboards, mice, webcams, label makers, mics, etc.
  • Conference room and event setups
  • Complete helpdesk tickets assigned to me
  • Image and backup desktops and laptops
  • Assisted with Hardware and Software installation and configuration
  • Used Bomgar, Team Viewer, and Remote Desktop to provide remote support
  • Provided support for Kaspersky and McAfee Endpoint Encryption
  • Virus, Spyware, and Malware removal
  • ActiveSync support for Android and IOS phones and tablets
  • Support for Juniper VPN software
  • Responsible for setting up new hire accounts in Active Directory and Exchange
  • Responsible for setting up Avaya IP phones and Voicemail
  • Assisted with mapping network drives
  • Assisted with printer and scanning configuration
  • Assisted with password resets
  • Managed inventory and surplus
  • Troubleshoot Citrix based software
  • Wrote step by step guides and kept documentation for end users

IT Skills

  • Hardware Troubleshooting and replacement
  • Operating Systems: Windows XP, 7, 8, 10, RHEL, MacOS, esxi, Ubuntu, CentOS, Kali, Android, iOS
  • Network Devices: Sonicwall, Dell switches, Cisco firewall/switches, Fortinet firewall, Netgear switches, Ubiquiti AP, Aruba AP, Cisco Aironet, Sonicwall AP, EnGenius AP
  • Languages: Java, Perl, Python, Powershell, Batch script, HTML, CSS
  • Eset, Deslock, Kaspersky AV/Encryption, MacAfee AV/ Endpoint Encryption, Sophos Central, Malwarebytes, Norton, Ransomware prevention
  • eClinicalWorks, Nextech, Epic, GE Centricity, Amazing Charts, VelociDoc, Greenway PrimeSuite, Allscripts, OpenDental, Medical Manager, Zeiss forum, IO Practiceware
  • File and Permission Management
  • Microsoft Office, Office 365, Adobe Creative Suite, Libre Office, G Suite
  • VMware vSphere, Hyper-V, Citrix, VirtualBox
  • Active Directory, DNS, DHCP, IIS, GPO, RDS, Fax, Print, Exchange
  • Trixbox VOIP, FreePbx, Avaya, Cisco VOIP, Polycom VOIP
  • Veeam, ShadowProtect, Macrium, AOMEI, One Drive, DropBox, iCloud, Google Drive
  • CA Service Desk, Connectwise, Labtech, Bomgar, Teamviewer


The University of Illinois Springfield                            

  • Masters of Computer Science-Network Security (3.42 GPA)
  • Business Administration Bachelor’s Degree (3.33 Core GPA)
  • Management Information Systems Minor
  • Core Classes Completed: MIS, Marketing, Financial Management, Operations Management,
  • Organizational Behavior, Strategic Management, Business Law, Advertising, E-Commerce, Project Management, Financial Investment Analysis, Medical Terminology, Health Com, Java 1+2, Comp Org, CCNA 1-4, Data Structures, System Programming languages, Intro to OS, Worms/Viruses, Data Mining, Windows Network Administration.