SUMMARY:

Certified and experienced IT professional looking to join a dynamic team in support of daily IT operations.

TECHNICAL SKILLS & TECHNOLOGY:

• VMware ESX, ESXi & MS Hyper - V Virtualization Microsoft Windows XP, 7, 8.1 & 10
• Microsoft Windows Server 2003, 2008 & 2012 Office 365 & Exchange Administration
• Confidential, LPI, Intune, WUG, Solarwinds & BigFix Virus, Spyware, Malware & Ransomware
• Microsoft SQL Database Server Administration Intermedia Email & Hosting Administration
• Microsoft Active Directory & GPO Administration File, Print, DHCP, DNS, FTP, VPN & Wireless
• Backup, Storage & Disaster Recovery Support Microsoft Office 2000 to 2016 (Outlook, etc.)
• Smartphone, Tablet & Macintosh Support IVR, CTI, E911 & VOIP Telephony Technologies
• Microsoft Azure & Amazon AWS Experience Proofpoint & Mimecast Console Administration

WORK EXPERIENCE:

Confidential

Responsibilities:

• Providing IT support to a portfolio of clients based on contracted times with the organization.
• Working tasks include; break/fix systems administration, projects and consulting services.
• Responsible for maintaining & troubleshooting site servers, desktops, laptops & network gear.
• Creating site network documentation for use in overall support and consulting needs.
• Handling accounts for Microsoft Active Directory, Exchange, O365, Intermedia and others.
• Resolution of service interruptions, threshold monitors and system up/downs that occur.
• Includes maintaining site backups to ensure things are in order for proper restore if needed.
• Making edits to IT info vault as needed for all to utilize when supporting site locations.
• Supporting VMware & Hyper-V setups to minimize hardware cost & assure maximum uptime.

Confidential

Network Consultant

Responsibilities:

• Managed LPI Managed Workplace, What’s Up Gold & Windows Intune for MSP use.
• Visited client sites to provide break/fix, sys administration, consulting and project support.
• Responsible for maintaining & troubleshooting site servers, desktops, laptops & network gear.
• Worked ISP outages, escalated & walk up support cases, site maintenance and backup tasks.
• Verified & updated ALL site documentation and checklists as changes occurred on the network.
• Primarily utilized VMware & Hyper-V to minimize hardware costs & assure maximum uptime.
• Provided disaster recovery methodologies for implementation via Datto backup devices.
• Included 24x7 on call rotation support for client locations in the Washington DC Metro area.

Help Desk Manager

Confidential

Responsibilities:

• Screened, interviewed & re-staffed the Help Desk; tripled staff from 2 to 6 front line techs.
• Trained a lead to maintain daily team aspects; escalations, case watch, reporting, etc.
• Implemented combined Gatekeeper\Tiered model to satisfy SLAs set forth for the help desk.
• Mentored team in HD process & procedure, triage, escalation support and client follow up.
• Responsible for staff scheduling, reviews, project resource coordination & discipline if needed.
• Provided various reporting metrics to management teams for weekly meeting discussions.
• Participated in weekly Network Managers meetings to keep up with the latest information.
• Main escalation point between the HD and field teams for all escalated incidents.
• Team transitioned to a new manager in order to focus on helping to build a NOC team.

NOC Consultant

Confidential

Responsibilities:

• Worked to identify and centralize proactive service needs to support MSP transition.
• Participated in candidate screening and interviews in order to build out a NOC team.
• Implemented Confidential VSA unifying the MSP toolsets & saving about 40k annually.
• Streamlined Confidential VSA to handle alerting, patching and site maintenance needs.
• Trained NOC staff in Confidential ; on-boarding, alerting, reporting & software deployment.
• Resolved alerts for performance thresholds, up/downs and ISP outages as they arose.
• Resolved cases escalated from the help desk to NOC queue utilizing site staff as needed.
• Participated in team meetings to provide status of tasks or projects and provide feedback.
• Created & provided monthly provisioned services report for ATS reporting and billing needs.
• Included 24x7 on call rotation support for client locations in the Washington DC Metro area.

Confidential

Systems Engineer

Responsibilities:

• Built & bench tested IVR & CTI solutions to ensure operation prior to site delivery.
• Traveled to locations WORLDWIDE for E911 implementations & site staff training.
• Lead engineer to build & support cloud auto campaign dialer environments.
• Built & managed SQL database and data warehousing server environments.
• Delivered build checklists, vendor info & training docs for client environments.
• Proactively monitored environments from secure lab via direct or VPN access.
• Resolved troubles via monitoring tools, phone, email or online ticketing system.
• Performed weekly file update deployments via change management procedures.
• Worked with partners & site POCs to resolve various system outage or error events.
• Deployed AudioCodes devices to handle SIP routing needs for custom solutions.
• Included 24x7 on call support & site visits in emergency situations as needed.

Confidential

NOC Consultant

Responsibilities:

• Monitored circuits, servers and other network hardware for up/down status.
• Worked with customer POCs and/or circuit vendors to resolve network outages.
• Acted as backup admin for managed services enterprise backups, 1000+ servers.
• Performed repairs, upgrades and other maintenance tasks for all managed servers.
• Maintained file & system access as well as Active Directory & Exchange accounts.
• Monitored support queues in order to resolve and escalate cases as appropriate.
• Developed reports to track, assess & improve efficiency of the call center staff.
• Met with technical staff to discuss creative ideas for improvement and training.
• Created and updated documentation for new personnel training sessions.
• Included 24x7 on call rotation for support of sites in DMV area.

Confidential

Help Desk Team Lead

Responsibilities:

• Answered calls & solved problems for Confidential 's user base as part of the help desk.
• Monitored, worked to resolve or escalate all Tier II cases entered to Remedy ARS.
• Utilized Tier II cases for team training in order to increase 1st call resolution statistics.
• Lead support contact for Confidential 's Board of Trustees governing body as needed.
• Conducted interviews for new candidates & assisted with scheduling 24x7 shifts.
• Reviewed & published submissions to the Information Technology Knowledge Base.