Infrastructure and End User Technology Analyst

• Dec 2021 - Present

NOC Engineer

• Oct 2020 - Sep 2021

• Provided front-line support on a variety of technical issues encompassing desktops and servers to end users from clients in nonprofit, medical, legal, and retail industries.• Created and managed service accounts on Microsoft Active Directory used by our applications and software.• Administered VMWare and Azure virtualization platforms, including creation, deletion, and migration of systems.• Regularly planned and performed system updates and upgrades for client cloud and on-prem servers.• Developed PowerShell scripts that primed our systems for integrations with our newer solutions such as LionGard and Microsoft InTune.• Monitored client networks through Cisco and Auvik to proactively address issues, alerts, and outages related to switching, routing, and port forwarding settings on our network.• Proactively monitored client hardware through CWA and CWC, tracking things such as inventory, stability, performance, and security concerns.• Quietly provided backend support with backstage software such as Backstage, PuTTY, PowerShell, Terminal, and CMD.• Supported MacOS devices using Addigy’s MDM Solution.• Provisioned devices for clients and developed workflows for all involved teams for this process.• Managed client licensing and email through our tenant portals: Azure, O365, and Pax8.• Spearheaded the integration of LionGard into our stack to better facilitate our transition from SharePoint to ITGlue.• Supervised onsite teams for a ransomware rescue project that led to the acquisition of the affected client from another MSP.• Created troubleshooting workflows for our security software, reducing time taken to resolve these tickets by five minutes.• Trained new employees on various teams on workflow processes related to our NOC-specific tool stack.• Audited backup chains from our old backup solution to support our company’s migration to a new, more reliable backup solution.• Worked with HIPPA Compliant Systems.

IT Specialist

• Feb 2019 - Aug 2020

• Diagnosed and troubleshot issues with network connectivity, desktop/server application errors, and hardware malfunctions.• Provided remote support for desktops, laptops, printers, peripherals, and other computer related devices via Remote Desktop, web portals, and CLI.• Responsible for the maintenance of Active Directory dealing with issues with account management, OU’s, containers, and attributes.• Prepared new hire equipment, such as iOS devices and key fobs, provisioned new user accounts, and supported staff at new hire orientations.• Supported two-hundred and seventy endpoints, troubleshooting, and resolving issues related to network connectivity, application errors, VPN login, mobile devices, video conferencing, and VoIP issues.• Supported MacOS and iOS devices through MDM policies created on JAMF and IBM MaaS360.• Developed .bat scripts that automatically mapped company network drives for new users as well other users on our company’s domain.• Managed and maintained security solutions such as anti-virus, spam-filters, and web content filters.• Assisted with the configuration, deployment, and troubleshooting of MFA.• Went onsite and troubleshot layer one, two, and three issues with networks including cables, switches, routers, firewalls, and modems.• Configured/maintained various types of POS equipment including Terminals, Tablets, Chip Readers, NFC Devices, and Printers.• Assisted with a large-scale upgrade project, modernizing old Windows 7 PCs to new Windows 10 machines.• Managed the migration to a new RDP platform, reducing annual RDP costs down by 58% while preserving the existing features from the company’s previous RDP platform.• Supported other teams in the return and removal of IT assets from staff who have left the organization in accordance with computer reuse processes or disposal processes.• Updated and maintained the IT Department’s Wiki, which contained articles and documentation that were critical to day-to-day operations.

IT Technician

• Nov 2017 - Feb 2019

• Resolved twenty-five incident tickets daily ranging from user triage to remotely assisting onsite technicians with installations or maintenance.• Administered work request tickets and arbitrated conflicts between parties involved with this kiosk project through JIRA's ticketing system.• Went on site to resolve issues that couldn’t be resolved remotely such as physical infrastructure issues or network related issues with our products.• Using Microsoft Deployment Toolkit (MDT), developed and supervised the mass-deployment of images to our fifty kiosk media players.• Using Microsoft Visio, composed comprehensive installation manuals for our teams and our vendors participating in the signage project.• Pushed out updates and system changes via MS PowerShell Scripts for all fifty of our kiosks through ConnectWise Automate.• Broke systems with stress tests for our IoT Display Solutions to find problems with our devices before they hit the live environments.• Developed automated responses and alerts to respond to common ticket requests sent in by our clients.• Worked on the implementation of ADA Compliant Standards on our Digital Signage Solutions.• Bridged technical communication gaps between Samsung SDS America, project clients, vendors, suppliers, and manufacturers.• Successfully delivered a pilot project for a prospective client, paving the way for a digital signage project of fifty kiosks with this client.

NOC Technician

• Jun 2017 - Nov 2017

• Acted as first response triage for hardware and network issues during an LFD rollout project.• Identified and escalated over 250 issues for the LFD rollout project, coordinating responses from both the NOC Team and the IT Team to facilitate a smoother and more efficient deployment.• Headed rotations for the IT Department's on-call shifts, covering all tickets for the team during evenings and weekends.• Utilized our ConnectWise Manage ticketing platform to track, monitor, escalate, and resolve issues related to our LFD rollout project.• Educated local & remote users with a wide range of computer competencies via tickets, emails, desk-side visits, and phone calls.

NOC Intern

• Sep 2016 - May 2017

• Managed 5 PCs and 1 Server in a SOHO Environment; troubleshooting a variety of PC-related issues.• Oversaw the provisioning, licensing, and installation of Windows 10 & 7, Microsoft Office 2013, and Adobe CC for all users in the company.• Fielded new hire equipment (including iOS Devices and key fobs), created/maintained new user accounts, and supported staff at new hire orientations.• Secured BYOD mobile devices by developing group profiles through VMware AirWatch.• Simplified WiFi configurations and resolved connectivity issues by installing a Google WiFi mesh network.• Operated the office's network and server through Windows Server 2012R2 executing tasks such as mapped drives, server backups, and DHCP Configuration.• Established, configured, and maintained local and network printers for the company.

IT Intern

• Sep 2015 - May 2016

• Diagnosed IT-related issues for FTRG and supported all their general system needs including: PC’s, Laptops, Printers, and Peripherals.• Created an inventory spreadsheet containing all information related to computers and IT hardware.• Improved video recording and streaming processes for the group’s Assertion Project by reassembling their video streaming server and implementing a camera that met research needs.• Worked with HIPAA Compliant Systems • Diagnosed IT-related issues for FTRG and supported all their general system needs including: PC’s, Laptops, Printers, and Peripherals.• Created an inventory spreadsheet containing all information related to computers and IT hardware.• Improved video recording and streaming processes for the group’s Assertion Project by reassembling their video streaming server and implementing a camera that met research needs.• Worked with HIPAA Compliant Systems

Law Intern

• Sep 2013 - May 2014

• Tasked with organizing both digital and physical files at the office. • Generated cost calculations for smaller-scale cases through QuickBooks. • Developed Excel macros that organized client contact information. • Tasked with organizing both digital and physical files at the office. • Generated cost calculations for smaller-scale cases through QuickBooks. • Developed Excel macros that organized client contact information.