SUMMARY:

• A team player, with management and supervisory skills; possessing a tenured skill set for resolving the most complex problems, proficiency in team and people management; customer service, computer hardware and software, networking hardware and software, my proficiency allow these skills to be used to the highest degree, with an acceptable and capable knowledge of Antivirus programs and of computer OS’s, programs, and applications. A willingness to continue, to be an asset for your needs rather than a liability in circumstances; attention to detail that point to keen perception and ability to be detailed oriented in an MSP environment.
• Capable of analyzing and troubleshooting different technologies and issues over a wide range of platforms and technologies (Phone Based, Chat, Remote Support - RDP, and email) Background in configuring, assembling, integrating and trouble-shooting Intel-based PC’s.
• Troubleshooting peripherals (Monitors, printers, faxes, and scanners) advanced knowledge of Windows XP through Windows 10 in an Active Directory environment, advanced knowledge of Ethernet networks. Advanced knowledge of wireless networks, Advanced knowledge of local and networked printers, Advanced knowledge of setup, configuration, and troubleshooting of firewalls, routers, and switches. Information Security knowledge in accordance with NIST Cyber security framework. Advanced knowledge of laptop and desktop hardware components, experience with server and workstation backups, experience with VPN troubleshooting, as well as experience with virus and malware detection removal and prevention.
• Certified in Azure, Microsoft 365, Cloud Data, Cloud Networking, Cloud Security, Cloud Networking, Cloud Services, Cloud Storage and Virtualization, the Software Development Life Cycle; knowledge of and experience with containers and virtual machines, Linux and Windows; deploying and configuring vnets; knowledge of security protocols in Azure Security Center; Information Protection and Governance, Compliance, Compliance Management, Security Management, Identity and Access Management, Microsoft Threat Protection, Detect and respond to cyber-attacks with Microsoft 365 Defender, (MDM mobile device management with Microsoft Intune.
• Enterprise knowledge of RBAC; a clear understanding of Iaas, Paas, Saas and IaC, Bicep; knowledge of Power Shell, Command line interface CLI and Azure cloud shell; administer all aspects of the Azure portal; knowledge of Microsoft Distributed File System, Microsoft Single Sign-On, SSPR and GiTHub.
• Understanding of Azure Active directory and of the Networking OSI and TCP model as well as (TCP/IP, DNS, HTTP, Routing.
• Understanding of Mobile Device Management, Microsoft MFA Multifactor Authentication and Intune.
• Azure Kubernetes, Azure Cosmos DB, Azure Data Analytics, Azure Data Bricks, Azure Data Warehousing, Azure SQL Database, Azure SQL Data Warehouse, Azure Synapse Analytics, Azure Cloud Data, Azure Cloud Data services; Data Analytics, Data Processing, Data Visualization, MariaDB, MySQL, PostgreSQL, PowerBI, SQL Server on Virtual machines.
• Knowledge and solid understanding of Azure Bot service, C# programming language, Terraform, QnA, knowledge-base creation, Azure machine learning and Cognitive services.

PROFESSIONAL EXPERIENCE:

Confidential

Azure Cloud Engineer

Responsibilities:

• Install, configure and troubleshooting Azure Compute instances, Resource Group, Azure Backup, Azure Monitor, Log Analytics, Azure AD, Azure Storage, vNet, Blob Storage, Key Vault, Load Balancers and RBAC while working in an N - teir Microservices architecture environment
• Experience in managing and maintaining Azure policy and Azure security center
• In support of the deployed cloud systems and environments, create custom scripts to automate support processes where applicable
• Ability to identify issue at Azure level and resolve. If needed escalate to Microsoft and coordinate with them
• Deploy Azure API management services to multiple Azure Regions/deploy to Azure using Bicep; deploy Azure Kubernetes VMSS
• Manage Azure subscription and profiles and Jira issues
• Define architectural roadmaps for Disaster Recovery/Business Continuity utilizing the cloud
• Maintain best practices on managing systems and services across all environments
• Fault finding, analysis and of logging information for reporting of performance exceptions
• Proactively monitoring system performance and capacity planning
• Provide input on ways to improve the stability, security, efficiency, and scalability of the environment
• Collaborate with other teams and team members to develop automation strategies and deployment processes
• Proficient with documentation of standards, knowledgebase articles, how-to s, and other operational guides
• Ability to work independently and take ownership of responsibilities and follow through on tasks. Problem solver who exercises sound judgment in complex situations.
• Being flexible with working on off-hours, weekends, and even holidays
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Demonstrated strong customer service orientation.
• Superior commitment to serving others with empathy, timeliness, accuracy, thoroughness, and professionalism.
• Strong knowledge on Azure B2B and B2C, AD privileged identity management, ADDS, Express Route, VPN Gateway, Load Balancer, Application Gateway and Frontdoor.

Product Quality Representative

Confidential

Responsibilities:

• Deliver best - in-class, seamless, consistent 24x7 Technical Support for Care Communications. Solve our customer and Confidential t issues through remote troubleshooting capabilities. Drive quality by capturing issues and resolution.
• Provide remote troubleshooting to solve our customer and Confidential t issues.
• Remain calm under pressure during high-pressure situations.
• Create an excellent customer and Confidential t experience, with a focus on driving customer issues to resolution in a timely manner through remote troubleshooting, by providing clear action plans, frequent customer and case updates, knowledge sharing and learning to solve new problems, and willingness to help others to succeed together.
• Focus on achieving team and individual KPI s to maintain an excellent customer and employee experience.
• Drive quality improvement through accurate case documentation of the issue and resolution, to ensure federal regulatory requirements are met, and to drive future improvements through Research & Development.
• Request support for escalations as needed, with peer team members, leadership, and other organizations such as Research & Development.
• Execute on customer requests such as Parts replacement, case create needs through alternate workflows (email, customer portal, etc.), provide support for team-focused work execution, quality focus, and other team-wide needs, where applicable.
• Quickly develop rapport with customer, Account teams, internal teams through remote and face-to-face interaction.
• Server Management
• MS Remote Desktop
• Javascript/Powershell
• IT Maintenance
• System Construction
• Citrix
• MS Server 2012/2016
• Installed, maintained, and repaired IT equipment (routers, switches, firewalls, phones, printers, CCTV, alarm systems, servers, WLAN equipment and workstations, etc.)
• Cisco Networking Product knowledge
• Cisco Security Products and Solutions: Firepower Next-Generation Firewalls (NGFW), AnyConnect Secure Mobility Client Virtual Private Network (VPN), Advanced Malware Protection (AMP) for Endpoints
• Cisco Meraki Wireless Access Points (APs) and Switches
• Cisco Business Edition (BE) 6000 VoIP/SIP telephone systems
• Barracuda Networks Load Balancers, Backups, Spam & Virus Firewalls
• Overhauling telephony system to the Cisco BE 4000
• Configured, deployed, and supported Cisco Adaptive Security Appliances (ASAs)
• Extensive troubleshooting with Microsoft Active Directory (AD) and Windows Servers

QM/DM manager, O365, Azure Administrator

Confidential

Responsibilities:

• Premier Technical support for Microsoft products, such as Microsoft Azure, Office O365, Enterprise Exchange, and Enterprise Outlook; manage the ticket queue for cases by assigning cases to techs working my shift to ensure all newly created cases are handled to keep in line with SLA s set for clients; manage the queue for Exchange online, Outlook, Outlook on Prem and the Office O365 suite; communicate with clients via email and phone after receiving a description of the issue via the Rave ticketing system. Trouble shoot with clients via LogMeInrescue remote client for issues with Outlook, Exchange online and any of the suite of Microsoft products such as Skype for Business and Teams.
• Use Microsoft tools such as, SARA scan Support and Recovery Assistant to diagnose and resolve issues with Outlook such as calendar issues, sharing issues and permissions issues as well as some problems that arise when trying to assign delegates in Outlook. Use proprietary tools to run diagnostics on mailboxes and user profiles. Perform research on all and any issues that may occur when using Microsoft products. During my workday I will work with clients using PowerShell as well as the GUI to create, manage, modify and remove accounts, users and mailboxes. Advise on best practices when using Microsoft products such as Exchange online and Outlook installed on the local client and OWA (online web app). I work mostly with Sys admins and Global admins for O365 and Exchange online as well as with Azure administrators.
• Monitor the Rave ticketing system, assign support tickets to support engineers based on their skill set. Monitor the various queues such as Enterprise Exchange, Microsoft Defender, Microsoft Intune, Microsoft Outlook, Microsoft Outlook on prem, Skype for Business, Microsoft Security Compliance Center, and Microsoft Teams; provide data upon request such as how many cases are in specific queues, cases assigned, closed or transferred.
• Advise whether any SLAs were missed during my shift, reporting for which line of business have missed any SLAs per each customers contractual agreement.
• Provide requested data extracted from SharePoint by use of Power Bi or Microsoft Excel workbooks.
• Manage direct reports on SOPs for the QM process, present to the new hire class the mechanics of the QM process, in line with other managerial duties, yearly increases, corrective actions, promotions and screening new - hire support engineers.

IT Desktop Support Manager

Confidential

Responsibilities:

• Management of all tickets in Manage Engine ticketing system, distribution of requests to techs according to tech level. Asset management of hardware in use or in store; responsible for hardware deployment and reclamation including all loner and peripheral hardware.
• Second and third level support for trouble ticket requests for hardware and software issues for Windows and IOS devices.
• Management of Zoom meeting rooms and devices
• Procurement of all hardware from vendors, CDW, Lenovo, Dell and Amazon. Receiving of all procured hardware components to confirm orders are processed correctly. of new hire techs on SOPs for the IT service desk. Trouble shooting issues with Microsoft Outlook and other software included in the Microsoft Office 0365 suite. Creation and distribution of dedicated security articles distributed by weekly. Management of Antivirus software as well as the installation of antivirus software on all devices, desktop and mobile.
• User administration via Active Directory in accordance with the on - boarding and off-boarding process. User administration via Office 0365 in accordance with the on-boarding and off-boarding process.

IT Support Tech / InfoSec

Confidential - Greenwood Village, CO

Responsibilities:

• Assists with internal and external clients in solving or investigating technical issues and requests at an elevated level.
• Tier l and II /III support; the first point of contact for the resolution of technical issues and or instruction on how to resolve technical issues via phone, chat, email and in person.
• Receiving, logging and manage all calls from internal staff as well as remote employees and contractors logging, inputting updating the data in the Autotask ticketing system.
• Communicate with external vendors for procurement of services, hardware and software.
• Account management via Active directory and Microsoft Office 0365.
• Support of all users and employees for all the Floyd s shops and franchises, troubleshooting issues with the POS and Yoga laptops, troubleshooting of the Fortinet firewall and network connections.
• Working with external vendors for phone and network issues.
• Reclamation of all hardware and peripherals as well as image and deploy Windows 10 laptops and desktops.
• InfoSec administrator, write and enforce policies pertaining to physical and intellectual security as well as the creation of documentation for SOP S concerning security.

Desktop Support Technician

Confidential - Glendale, CO

Responsibilities:

• Tier ll support, troubleshooting of advanced IT related problems for all proprietary software as well as third party software applications and IT hardware.
• Trouble shooting of moderate level network issue such as DSL and Cable broadband connectivity issues while completing all calls within SLA and escalation of unresolved calls within escalation guidelines. Log all calls in the ticketing system Manage Engine .
• Take ownership of user requests and issues, with follow up calls, emails and chats on the behalf of the requester and communicate progress in a timely manner to maintain a high degree of customer service for all support queries while adhering to all service management principles for Lenderlive.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, computer and telecommunications equipment.
• Image Windows 7 and Windows 10 desktop and laptops using SCCM to Configure, deploy, maintain, troubleshoot and support computer workstations, laptops.
• Setup and configure network printers, mobile devices, and phones.
• Install and support PC, laptop, tablet and mobile hardware and software.
• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Participate in hardware and software reviews and recommend purchasing strategies.
• Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.
• Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
• Analyze and make recommendations for hardware and software standardization.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Document procedures, standards, best practices configurations, settings, installation sequences and instructions.
• Provide to all Lenderlive staff for standard applications used within the company such as Word, Excel, Outlook, PowerPoint, Visio, Adobe Acrobat and Citrix Receiver for all Virtual machines. Use Active Directory to disable user accounts, reset network passwords and create groups and granting or restricting access when requested.

Shift Manager/Supervisor

Confidential - Greenwood Village, CO

Responsibilities:

• Respond to all technical issues with the captioners, and tier one techs working my shift to make sure that the systems being used run at optimum performance.
• Participate in the hiring process for selecting new team members; Responsible for the of new hire technicians via the company On - boarding process.
• Participate in the Off-boarding process for all termed and or released team members.
• Confirm all team members are familiar with company policy and all SOP's.
• Ensure technicians trouble shoot computers and all peripheral hardware of the captioners, while resolving the most difficult issues in a real-time environment.
• In accordance with the On-boarding process use active directory, to create new accounts, reactivating expiring accounts, reset create or update passwords while also deleting or making accounts inactive in active directory in accordance with the Off-boarding process.
• Confirm all team members assist users with software installations via remote connections such as Log me in Rescue, Windows Remote desktop, Join me and any other remote connection software available while providing excellent customer service.
• Direct and administrate service desk team members and technicians, conduct monthly performance reviews and corrective action plans for direct report team members.
• Daily Provide a detailed report of any missed minutes during my shift detailing what the cause was or is and the appropriate resolution.
• Provide the tools and for technicians to set up and image new computers for new employees and setup and test new laptops provided to the VT captioners and the Steno captioners.
• Supervise all employees on my shift in the office as well as remote
• Setup and distribution of all Lenovo machines to Steno and Voice captioners, installation of proprietary software. Assisted with the migration of over 350 users to new Lenovo Laptops using
• Acronis and Symantec Ghost Checklists during computer refresh project.
• Sustained 99% accuracy score on all internal inventory audits for all IT and Steno equipment
• Trained new Internal and External Employees on IT hardware, Software, and Resources
• Replaced or upgraded hardware/software based on business requirements and needs
• Deploy and configure PC's, laptops and network printers.
• Setup user permissions, internet security & antivirus
• Setup and creation of permissions for employees in Active Directory
• Creation and maintenance of all Knowledge Base articles
• Diagnosed hardware, software, and network connectivity issues for PC's and printers, Tablets and Macs
• Troubleshoot via E-mail, phone and remote access for support of all software and hardware
• Developed technical documentation for end users, and procedural documentation for IT staff in office and remote
• Team Lead in upgrading current equipment from Windows 7 to Windows 10
• Assisted with the release of new external proprietary software and hardware such CCC (Captioner Control Console)

Senior Help Desk Specialist

Confidential - Centennial, CO

Responsibilities:

• Call center Senior help - desk operator and technician, resolve Tier 1 and Tier 2 and Tier 3 issues on the .Next platform through the Right Now ticketing system for applications, software, hardware, and connectivity issues for Professors and students.

  Trouble shoot multiple platforms via phone, (incoming and outbound) chat and email, while trouble shooting PCs and Macs, wireless and wired networks, printers faxes and also trouble shoot e-readers and antivirus programs via remote connections such as Team Viewer and Join Me.