SUMMARY

• Driven, creative, and passionate IT Infrastructure and Solutions professional with 13 years of progressive experience across a wide range of industries from small businesses, to telecommunications, technological infrastructure, and education.
• Proven ability to combine passion, creativity, knowledge, and drive to diagnose problems, discover and track recurring issues, create and present solutions to leadership while resolving issues and providing excellent customer/employee satisfaction.

TECHNICAL SKILLS

Operating Systems: Windows (XP, Vista, 7, 8.1, 10), MacOS (Mountain Lion to Big Sur), Linux (Ubuntu), Android (4.4+), iOS (9+)

Hardware: Workstation builds, deployment, repair, and retirement, Switches, Fundamental Server knowledge, Hardware Lifecycle Management, SOHO router/access points

Software: Remote Desktop (Teamviewer, LogMeIn, Bomgar, BeyondTrust), Office 2016, Office 365, Google and GSuite products, Wireshark, Adobe Creative Suite (Photoshop, Premiere Pro, Reader), Sony Vegas 12 - 15, Android emulators (Bluestacks), Screen Capture (OBS, Snagit, Camtasia), SCCM fundamentalsOther Experience Networking (DCHP, DNS, Setup, OSI Levels 1-3, TCP/IP 1-2), Security, Active Directory (AD), Consultation for IT Solutions (Small Business, SOHO), VPN, Audio/Visual (15 years), some server management, employee training (new employee, new software, refresher courses), system imagingCurrent Interests/Self Education VMWare, Microsoft Server 2016/2019, Powershell, SCCM

PROFESSIONAL EXPERIENCE

SUPPORT SPECIALIST/SYSTEM ADMIN

Confidential

Responsibilities:

• Provided technical support for laptops (Windows 7, 8.1, 10, MacOS Catalina-Big Sur), desktops (Windows 7. 8.1, 10), mobile devices (AndroidOS 4.4 to present, iOS 9 to present), and network issues for a department of approximately 60 individuals, from office assistants to VP.
• Used ticketing software (Spiceworks) to track issues, communicate with employees to schedule appointments and gather information for issue resolution
• Managed the department’s hardware inventory and disbursement, from the laptops issued to each employee for daily use, accessories such as peripherals, monitors, and docking stations, to the AV equipment used for meeting rooms (Crestron AV panels, soundboards, various projectors)
• Deployed software and patches in person and remotely as needed, from Microsoft Office upgrades, OS updates, Adobe Creative Suite products, and more
• Managed printers in the department from troubleshooting printing issues, ordering supplies, flashing settings, troubleshooting network issues, and installing new printers with a vendor
• Managed users in Active Directory, granting permissions and access to needed network drives, materials, and spaces
• Managed inventory through Active Directory allowing devices to have different configurations depending on team needs; reconciled inventory with the department’s logs with AD to ensure security and accuracy
• Managed users in Salesforce as needed for the department, from deactivating profiles, editing permissions, and creating accounts for those needed
• Configured GPO as needed to apply to user accounts and change access, file locations, ensure file backup, and other settings as needed by management
• Created Powershell scripts as needed for tasks such as quiet installation or drive re-mounting
• Provided training for new and current employees on new software, hardware, devices, etc as needed and upon hire, provided refresher courses for software and hardware that hadn’t been used in a period of time
• Created documentation notating the position’s workflow, critical job functions, knowledge base articles for others on team and department ranging from new software/hardware to refresher documents to help bring employees back up to current knowledge
• Learned new skills as requested by management or as needed for an issue
• Prepared entire office for long-term remote work before the lockdown

TECHNICAL SUPPORT ANALYST

Confidential

Responsibilities:

• Provided technical support for laptops (Windows 7, 8.1, 10, MacOS), desktops (Windows 7. 8.1, 10), mobile devices (AndroidOS 4.4 to present, iOS 9 to present) and network issues for over 200,000 customers from 4 major cellular carriers, a major retail store, internal company employees, and several small businesses
• Supported devices with Android and iOS operating systems, computers with Windows, MacOS, and Linux, for basic setup, assistance with installation and printer setup, and specialized troubleshooting for various programs
• Provided remote desktop support to customers via LogMeIn and over the phone and through an online chat system (Intercom)
• Used CRMs (Microsoft Dynamics, Salesforce) to document customer cases, known issues, find relevant knowledge base material, and to track recurring issues
• Assisted in the creation of procedures and best practices, presented to management, and then to be implemented by co-workers
• Identified and tracked recurring issues and their sources, and provided solutions to be implemented by management

TECHNICIAN/OWNER

Confidential

Responsibilities:

• Provided technical support to customers via remote desktop (Teamviewer) or house calls via travel and deskside support
• Performed troubleshooting for software and hardware issues. Repairs, replacements, and virus removal performed as needed
• Assisted customers in choosing parts for custom PCs within a budget for their needs, and building custom PCs, walking customers through setup or performing it in-house
• Assisted in the setup and maintenance of small offices, primarily home offices, for over 100 clients since June 2010 (SOHO set up, network configuration)
• Provided consultations with customer to match the right devices and setups to match the scope and the needs on an individual basis as every customer has different needs
• Handed, interviewed, scheduled, trained individuals who sought after experience in the entry-level IT field

STUDENT ASSISTANT

Confidential

Responsibilities:

• Provided technical and administrative assistance to over 8,000 students, faculty, and staff
• Assisted with diagnosis of laptops and desktops for repair, and started repairs, following check-in/out procedures with legal documents
• Used a CRM (eQuest) to track tickets for all customers and track recurring issues
• Deployed office equipment (phones, laptops, and desktops) for staff and faculty
• Assisted in the setup, configuration, and maintenance of classrooms and labs used by faculty and students