IT Engineer

• Jun 2023 - Present

Systems Administrator

• May 2022 - May 2023

• Installed, upgraded, and configured servers • Configured and installed SonicWall access points to improve Wi-Fi • Managed and maintained a desktop environment • Performed advanced Active Directory management of computers, user accounts including account modification, password resets, group changes • Created mailboxes and groups in Exchange • Set forth an IT budget for proper maintenance of IT equipment • Created project plans for rolling out new hardware and system maintenance • Implemented technical procedures and standards for preserving the integrity of data, reports and access • Helped standardize an IT ticketing system to document tickets and monitor issues • Performed backups on servers Show less

Senior IT Support Engineer II

• Apr 2021 - May 2022

· Manage iOS\iPadOS Configuration Profiles through Cisco Meraki (MDM) and keep standards across 60 sites on 3000+ mobile devices · Configure remote access points for managed sites so they could access company’s networks and software · Responsible for overseeing the automated installation of software\updates on user’s computers throughout the company utilizing PDQ deploy · In charge of tracking, imaging, dispensing, and billing out of hardware purchases for hundreds of PCs every quarter · Create project plans for rolling out new hardware, assist in other projects as needed to keep our environment safe and secure · Assisted in the creation & implementation of a robust hardware inventory system using Service Now, PDQ Inventory · Guide Tier I Support Technicians with troubleshooting and resolving workstation, network, and application-related problems · Escalation point for level 1 and 2 technicians · Assist in the maintenance of Group Policy based on the policies and guidelines provided · Perform Active Directory management of computers, user accounts including account modification, password resets, and accounting onboarding & disabling Show less

Repair Agent

• Nov 2019 - May 2021

• Provide solutions for customers with internet, operating systems and computer hardware issues • Adept at installing software, modifying, repairing hardware and resolving technical issues • Troubleshoot hardware and software related problems, and educate the customers on product usage • Provide base level IT support to non-technical personnel within the business • Building computers from scratch for customers • Configuring desktop interfaces for different types of users • Manage call flow and respond to technical support needs of customers • Assisting Customer Service team to resolve technical issues for defective store products • Multi-tasking in an environment with high volume of repairs and wide variety of devices Show less

End User Technician

• Nov 2020 - Apr 2021

• Manage and maintain a desktop environment for over 500+ end users • Installing, upgrading, configuring, troubleshooting, maintaining and modifying computer and network software • Diagnose and resolve hardware, software and network problems, escalate more complex network problems to network administrators • Provide tier II support • Perform user management through Active Directory, Manage Engine and Office 365 • Assist in project plans for OS and Hardware upgrades, PC Refresh, Servers, and other projects as needed to keep our environment current and secure • Experience with Active Directory Services (ADS) Group Policy, DHCP, DNS and Printer Management • Create backup images of PC’s • Remote into client PC’s using Goverlan, Bomgar and Remote Desktop Connection Show less

Service Desk Analyst

• Apr 2020 - Nov 2020

Adept at installing, configuring and supporting various software programs on desktops, laptops, tablets, network printers, scanners, and other hardware systems. Proficient at troubleshooting various hardware, applications, login and connectivity issues. Analyzing and rebuilding systems to maximize system performance. Performing various tasks in Active Directory to manage internal customer requests. Using Bomgar or SCCM to remote assist end users as needed. Accurately documenting all issues in Remedy ticketing system. Show less

Custody Operations Specialist 2

• Nov 2016 - Mar 2018

Operations Processor 2

• Sep 2014 - Nov 2016

Operations processor 2

• Jul 2013 - Sep 2014