Chicago: Ticket Slinging MSP Tier 1.5

System Administrator Winfield, IL   Technical and Core Skills: Experience with Kaseya Remote Monitoring and Management (RMM) system, ShoreTel/Mitel VoIP administration, SonicWall Firewalls, Windows Server (2008 R2 and 2012 R2), Autotask ticketing system, UniFi Access Points, Android and iOS mobile devices, and Exchange Management. Proficient in troubleshooting laptops, desktops, printers, displays, and internet connectivity. Capable…

System Administrator

Winfield, IL

 

Technical and Core Skills:

  • Experience with Kaseya Remote Monitoring and Management (RMM) system, ShoreTel/Mitel VoIP administration, SonicWall Firewalls, Windows Server (2008 R2 and 2012 R2), Autotask
    ticketing system, UniFi Access Points, Android and iOS mobile devices, and Exchange Management.
  • Proficient in troubleshooting laptops, desktops, printers, displays, and internet connectivity.
  • Capable of configuring and deploying computers, network printers, and VoIP phones.
  • Ability to maintain and operate several Microsoft Windows operating systems.
  • Support clients with Microsoft Office, G Suite, Adobe, and other work-related software.
  • Utilize enterprise spam filter (Mimecast and MX Logic) and antivirus software to protect clients.
  • Assisted in setting up a temporary network for a client’s expositions.
  • Over 4 years of customer support through the telephone, in person, and email.

PROFESSIONAL HISTORY

COMPANY: 35 Person Regional MSP                                                             December 2015 – Present

Technical Support Analyst

  • Monitor 17 branches within MPLS network and perform initial troubleshooting when alerted.
  • Provide IT support to 300 users remotely and in person.
  • Address various Tier 1 and Tier 2 issues for a medium-sized company.
  • Manage user accounts through Active Directory, Exchange, Autotask, and Shoretel/Mitel.
  • Assist in documentation of the inventory, network devices, and guides for other technicians.
  • Work with other clients while on call.
  • Currently, have an overall rating of 4.97 out of 5 on user surveys.

COMPANY: Resource and Cultural Center                                                   January 2012 – December 2013

Teacher Assistant/Intern

  • Led one-on-one discussions to assess the progress of over 15 clients.
  • Prepared weekly guides and learning materials for classes.
  • Aided staff members by performing a full range of administrative tasks.

EDUCATION & Certifications

  • ITIL Foundation Certification – IT Service Management, July 2016
  • Cisco Certified Network Associate (CCNA) Routing and Switching, September 2015
  • Associate in Science, Rock Valley College, Rockford, IL, August 2009

 

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