Technical Account Manager II

• Jul 2022 - Present

Sr. Customer Success Manager

• Aug 2021 - Jul 2022

Systems Administrator III

• Jan 2020 - Aug 2021

- Managing overall Company initiatives to migrate current workloads to cloud platforms utilizing current and cutting-edge management and automation tools- brought O365 into LH and manage hybrid AAD and Exchange environment- Installed, configured, tested Turbonomics automation for VCenter servers for automated resource management. - Installed, configured, managed Rubrik Backup appliance (s)- Installed, configured, managed FortiSIEM Security appliance(s)- Installed, configured, managed Extrahop Security appliance (s)- Installed, configured, managed Gigamon Packet aggregators- Revamped, redesigned, reorganized Active Directory schema into a more efficient, easier to manage, and easier to automate system- Customized Active Directory schema classes and attributes- Reworked group policy including all GPO linking, enforcement, and naming conventions- Automated daily and recurring helpdesk tasks by utilizing Group policies, scripts, and remote automation and management tools such as ConnectWise Automate- Revamped patching systems, to create granular rules sets for windows patch testing, approval, and deployment with minimizing system reboots, downtime and disruptions- Redesigned Endpoint security deployment, policies, and exclusions, and was able to ensure 100% installation and update base by automating deployment of the security client and definition updates to the hour- Replaced old VMWare vCenter windows server to Ver 6.5 appliance - Further upgraded and augmented new VCSA appliance with ESXi upgrades to all hosts across all datacenters with 0 downtime- Replaced 100% of all hosts across all datacenters with current generation Dell PowerEdge systems - Tested, configured, deployed Umbrella DNS filtering system- Customized and configured DNS filtering system to track user internet use- Revamped Exchange 2013 server databases.- Tested, configured, and deployed Mimecast mail archival system Show less

Systems Administrator II

• Oct 2019 - Dec 2019

Systems Administrator I

• Apr 2017 - Nov 2019

Systems Engineer II / Technical Services Manager

• Feb 2016 - Apr 2017

- Managed helpdesk staff to ensure customer SLAs were met - Tracked helpdesk staff support metrics to ensure company policies were met and performed coaching to assist staff members meet performance goals - Managed, configured, and maintained RMM and PSA Tools - Consulted with clients to present infrastructure project ideas, plans, and scopes - Acted as senior technician and primary escalation point for all helpdesk staff - Set training, growth, and service goals for helpdesk staff - Deployed server, storage, and network infrastructure to clientele based on business need - Managed Active Directory schema changes, user management, and automation tasks - Created, tested, deployed, managed Group Policies for MSP clientele - Managed mail systems (O365/Exchange) for clientele including: mail storage and routing, mail exchange records, e-mail security, and retention policies - Monitored IT infrastructure for clientele to ensure uptime metrics were met - Worked in on-call rotation to be able to act as the primary point of contact for customers in the event of an outage or emergency - Supported customer telephony systems including various VOIP and PBX systems - Supported a large variety of network switches, routers, and firewalls in addition to various storage and compute configurations which varied from customer site to customer site based on business need. Show less

Senior Systems Administrator

• Jan 2015 - Feb 2016

- Managed AD and Exchange for clients - Managed System automation platform - Provided Tier II, Tier III, and Tier IV Support - Acted as escalation point and senior technical support agent for service desk - Monitored company backups for clients - Managed Service Desk Personnel - Manged Share permissions - Set GPO objects - Manged VMWare and Hyper-V virtual machines - Troubleshot Network issues - Wrote Scripts (VB, Powershell,Batch, and LabTech) to automate system processes and maintenance - Consulted with Customers to meet business needs - Managed AWS EC2 and Workspaces instances - Managed Office 365 - Managed network, switching, and storage infrastructure Show less

Service Desk Specialist

• Jun 2014 - Jan 2015

- Assisted customer's from a large client-base utilizing the shared service desk model. - Managed Active Directory - Managed Exchange - Managed point of sale systems - Managed linux user accounts - Provided tier I-II support for end users - Documented all work in ticketing system - Escalated advanced issues to higher-level teams - Utilized remote software - Facilitated emergency systems response - Trouble shot networking issues such as: DNS, DHCP, Firewalls, Switching, and Routing Show less

Director of Technology

• Sep 2012 - May 2014

- Oversaw support for over 350 clients in a mixed environment - Tested the network for security holes and made recommendations - Made recommendations for long-term growth of the company - Oversaw growth projects through various stages of implementation - Managed Windows Active-Directory and Group Policy - Administered e-mail systems - Maintained SIP/Voip phone system (Allworx) - Managed shared drives and printers - Consulted with Agents about the needs of their business and how emerging technologies fit - Set and enforced network and information security policies - Provided end-point support for standard break-fix Show less

Systems Administrator

• Jun 2011 - Sep 2012

- Support for 40 users with a mix of Mac, PC, and Linux Machines - Malware removal across multiple platforms - Server Support for Windows Server 2008 R2 - Imaging IBM/Lenovo Thinkpad T60, R60, R60e, T410, and T420 computers - Imaging iMac, Macbook pro, and MacBook Air systems - Imaging Dell Vostro 220/230 - Installation of VMWare (VirtualBox) on host computers - Implementation of cloud based drives - User account creation and management in Windows AD and Google Domain (creation of corporate e-mail and Google app permissions) - E-mail domain Administration including, but not limited to: account creation, management, and forwarding - Configuration of Cisco Catalyst (2960/3560g) layer 2/3 switches via Cisco iOS - Quickbooks, MAS 90, and PCCharge server support/setup. - Troubleshooting VOIP/PBX Phone systems - Network troubleshooting with cost-effective solutions and practical fixes. - Implemented a low-cost teleconference system, including pricing, purchasing, hardware selection and setup Show less

Systems Administrator

• Jun 2011 - May 2012

We were purchased by Reply! Inc. and I am now employed with them. - Support for 40 users with a mix of Mac, PC, and Linux Machines - Malware removal across multiple platforms - Server Support for Windows Server 2008 R2 - Imaging IBM/Lenovo Thinkpad T60, R60, R60e, T410, and T420 computers - Imaging iMac, Macbook pro, and MacBook Air systems - Imaging Dell Vostro 220/230 - Installation of VMWare (VirtualBox) on host computers - Implementation of cloud based drives - User account creation and management in Windows AD and Google Domain (creation of corporate e-mail and Google app permissions) - E-mail domain Administration including, but not limited to: account creation, management, and forwarding - Configuration of Cisco Catalyst (2960/3560g) layer 2/3 switches via Cisco iOS - Quickbooks, MAS 90, and PCCharge server support/setup. - Troubleshooting VOIP/PBX Phone systems - Network troubleshooting with cost-effective solutions and practical fixes. - Implemented a low-cost teleconference system, including pricing, purchasing, hardware selection and setup Show less

Student Consultant

• Sep 2007 - Dec 2009

- Provided support for student body and clientele. On Windows Xp, Vista, and Mac OSX platforms for a total of 215 local machines associated with one Windows servers (Windows server 2003). - Assisted customers with print and scan activities, along with end user software support such as Adobe and Microsoft products. - Oversaw supplies and cleaning checks for the lab and campus which involved: inventory, expense tracking, and delivery of required supplies. - Implemented new Dell OptiPlex and Mac Pro systems. Dell systems imaged using Symantec Ghost 11 and Mac Pro systems imaged with Apple Disk Utility. Show less

Field Tech.

• Jul 2007 - Sep 2007

- Summer Job - Collected field data - Surveyed property boundaries according to legal descriptions - Surveyed property landmarks for topo map creation - Summer Job - Collected field data - Surveyed property boundaries according to legal descriptions - Surveyed property landmarks for topo map creation

Field Tech.

• Oct 2006 - May 2007

- Gathered field data - Used legal descriptions in order to survey property boundaries - Gathered data for topo map creation - Gathered field data - Used legal descriptions in order to survey property boundaries - Gathered data for topo map creation

Customer Service Rep.

• Aug 2006 - Jan 2007

- Provided support for Mac users, by aiding with various consumer level software issues - Provided hardware support by installation of components (hard drives, RAM, wireless cards, etc.) - Aided consumers with wireless networks by describing the steps required for router/workstation configuration - Trained on Apple systems, learned various consumer and professional applications (iLife suite vs. Final cut) also trained on Apple Xserve and Mac OSX server. - Provided support for Mac users, by aiding with various consumer level software issues - Provided hardware support by installation of components (hard drives, RAM, wireless cards, etc.) - Aided consumers with wireless networks by describing the steps required for router/workstation configuration - Trained on Apple systems, learned various consumer and professional applications (iLife suite vs. Final cut) also trained on Apple Xserve and Mac OSX server.

Tier 1 Technician

• Jan 2006 - Jun 2006

- Provided technical support for subscribers, aided in connectivity setup, account issues, e-mail problems, and connectivity issues. - Maintained WiMax network (900mhz, 2.4Ghz, and 5.0Ghz connections) - Added new subscribers to FreeBSD (Unix) based servers. - Setup Exchange/Outlook, Thunderbird, Mac Mail e-mail accounts using Postini. Troubleshot connectivity issues ranging anywhere from DNS, DHCP, and routing errors, to signal degradation. - Aided consumers and business with onsite wireless network implementation, by giving step-by-step instructions over the phone. Show less