SUMMARY:

• Accomplished and goal - driven IT professional with 9+ years of experience in technical support roles ranging from desktop support, to service desk administration and network administration. Expertise in using knowledge bases and technical resources to supply timely support and troubleshooting techniques to clients; consistently recognized for providing an exceptional level of customer service and communication. Adaptable in fast paced surroundings and experienced in working within environments of 5 users up to 1000 (+). A self-starter who takes initiative, displays leadership, and supplies effective support to team members and clients.
• Hardware Maintenance and Replacement
• Windows Operating System Installations: Windows XP, Windows 7, Windows 8, Windows 10
• Microsoft Server 2012 and 2016 configuration and maintenance
• Microsoft RADIUS server configuration and maintenance
• Troubleshooting of multiple Windows platforms
• Hyper V, Virtual Box and VMWare
• Advanced Network and TCP/IP Configuration and Troubleshooting
• Configuration and management of Fortigate Firewalls
• Advanced troubleshooting of Fortigate Firewalls
• Microsoft Exchange 2013 & 2016 as well as Office365 administration and support
• Data Backup and Restoration Procedures
• Service Desk Concepts and meeting SLA’s
• Possess thorough knowledge of TCP-IP, DNS, DHCP, AD
• Thorough understanding of Oracle Cloud Infrastructure with advanced knowledge in the Edge Services (DNS, Connectivity (IPSec-FastConnect), Load Balancing, VCN-DP)

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Connectivity Specialist (SME)

Responsibilities:

• Work closely with the product team to resolve customer issues and identify issue patterns
• Managing and triaging customer support ticket escalations prior to engaging with service engineers. Driving prioritization and execution of work based on incident severities and service level agreements/objectives
• Practice sustainable incident response and drive root cause analysis
• Drive new runbooks and existing runbook improvements to help reduce mean triage time of incidents
• Identify opportunities for improvement to existing tools and/or creation of new tooling to support faster issue resolution
• Drive customer support excellence standards across both support and product teams
• Coach junior engineers in issue resolution and product knowledge

Senior Technical Support Engineer

Responsibilities:

• Provided exceptional customer service, technical assistance, and to internal and external customers.
• Provided prompt and accurate responses to questions from customers and prospective customers about the features and capabilities of our services.
• Identified best practices for services in customer's account(s) and advises corrective action(s).
• Assessed ticket priority, escalated as necessary through proper channels to resolve issues in a timely manner.
• Resolved issues timely and accurately to help the team meet expected metrics and SLAs.
• Maintained the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Monitored release notes to obtains understanding of new or updated services.
• Developed customer-facing or internal documentation on an as-needed basis.
• Communicated customer needs and wishes to leadership team.
• Possess a passion for technology and troubleshooting complex customer problems. Should be able to communicate effectively with other team members as well as members of the Account, Engineering, and Operations teams.

Senior Technical Support Analyst

Responsibilities:

• Provided exceptional customer service, technical assistance, and to internal and external customers.
• Provided prompt and accurate responses to questions from customers and maintained SLAs.
• Maintained the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
• Monitored release notes to obtain understanding of new or updated services.
• Participated in night, weekend, and holiday on-call rotation for

  DynECT platforms as coverage is needed, sometimes on short notice.

• Prepared evaluations of services or processes and recommend improvements.
• Developed customer-facing or internal documentation on an as-needed basis.
• Communicated customer needs and wishes to leadership team. prospective customers about the features and capabilities of our services.
• Identified best practices for services in customer's account(s) and advised corrective action(s).
• Assessed ticket priority, escalated as necessary through proper channels to resolve issues in a timely manner.
• Resolved issues timely and accurately to help the team meet expected SLA goals

Network Administrator

Responsibilities:

• Installed, configured and managed network components, including routers, firewalls, and switches
• Installed, configured and managed Microsoft Windows servers
• Installed, configured and managed server applications such as Exchange, MS SQL, ShadowProtect, and BitDefender
• Installed, configured and managed customer premise equipment such as PCs, printers, scanners, IP phones, etc.
• Utilized network administration tools for troubleshooting and documentation such as Sysinternals, Wireshark, Visio, Autotask, SolarWinds
• Administered Fortinet and Sonicwall firewalls
• Performed Office365 and Exchange email migrations
• Maintained virtual servers in a clustered environment

Confidential

Jr Network Administrator

Responsibilities:

• Configured, troubleshooted and managed multiple Fortigate platforms with legacy firmware’s up to the most current firmware
• Configured and managed the RADIUS role running on a Windows Server2012.
• Managed the network topology on VISIO.
• Troubleshooted VOIP issues as it pertained to the Fortinets.
• Troubleshooted wireless issues and managed FortiAP’s.
• Traveled and assisted with integrations - setting up PC’s, servers, and Fortigate firewalls.

Confidential

Salon Support Analyst

Responsibilities:

• Provided remote support to 7500 salons across the country via an inbound/outbound call center environment.
• Utilized software platforms such as: Windows Server 2008, AS/400, Office365, Lync
• Met all SLA standards set by the company on every phone call
• Assisted technicians in the installation of network routers as well as configurations of the network routers
• Remotely assisted in POS installations
• Utilized escalation resources

Confidential

Helpdesk Analyst

Responsibilities:

• Provided over the phone application support to over 5000 external and internal clients.Responded to emails, instant messages as well as service desk tickets created by internal clients.
• Worked closely with other support groups and incident managers to resolve major incidents (incidents affecting upwards of 5 end users to 90 end users)
• Coordinated with fellow Helpdesk analysts to quickly discern likely/potential major incidents and the full amount of impact, engaged support teams based on application(s) being affected, as well as the major incident managers.
• Supported Microsoft and Linux based applications, as well as support applications within Citrix and Vworkspace server enviroments.
• Utilized escalation resources as necessary.
• Provided over the phone support for technical and procedural Point Of Sale concerns to internal end users.
• Worked with technicians remotely assisting with network cabling and troubleshooting, as well as Point of Sale and network router installs.
• Utilized a Cisco phone system and ticketing system
• Performed bridge calls with ISP’s and technicians to further troubleshoot connectivity and speed issues.