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 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.


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