Network Engineer

• Nov 2021 - Present

IT Manager

• Jun 2020 - Nov 2021

System Engineer

• Apr 2020 - Jun 2020

Systems Engineer

• Apr 2017 - Apr 2020

Hired to help maintain and innovate in a Citrix VDI environment with more than 200 users spread across more than different locations. Worked in the corporate office but was often sent to open branches in many different locations; this included setting up service with the ISP, configuring routing and switching, installing a PBX, setting up security cameras, and running the cabling to make all of this happen, often alone. Hired to help maintain and innovate in a Citrix VDI environment with more than 200 users spread across more than different locations. Worked in the corporate office but was often sent to open branches in many different locations; this included setting up service with the ISP, configuring routing and switching, installing a PBX, setting up security cameras, and running the cabling to make all of this happen, often alone.

Systems Administrator

• Dec 2015 - Apr 2017

Recruited to help create and manage a 24/7 service desk to provide a one stop I.T. shop for over 4000 end users with a staff of about 10. Hired as a Tier 2 Systems Administrator to troubleshoot services remotely and on site if needed, provide desktop support and server support, and ensure that the help desk is not only resolving user computer and network problems but also logging them into ZenDesk appropriately and accurately. Achievement Highlights: Help Desk: Built a new 24/7 helpdesk in less than 3 months with an original staff of 5 to be 24/7 assisting over 4000 end users for a major worldwide client. This included building a new ticketing system through ZenDesk, and importing users through Active directory into the ticketing system. Additionally, trained new tier 1 staff to provide help desk support for incoming calls, logging customer calls through ZenDesk, troubleshooting services, and becoming the primary support contact for the client. Project Management: With a team of about 5; managed and worked with 10 additional subcontractors to complete the physical migration and refresh of about 600 workstations for a major client in approximately 2 weeks. These end stations were migrated quickly to ensure minimum downtime in industrial production environments. This included a migration from on premises exchange servers to office 365, specialized software configurations by machine, and user profiles. Networking: Setup and configured all networking aspects (other than running the physical wires) for the Johnson City Help Desk. This included multiple switches, Cisco ASAs, and configuring two different ISPs to failover to each other. Productivity: Created Dashboard for service desk to see who is on calls and who is not. Was also able to display graphically, Number of open tickets, pending tickets, Top agents, satisfaction, and solved tickets. These dashboards are used by the service desk as a whole. Show less

Network/Service Desk Technician

• Jun 2015 - Dec 2015

Hired to help the service desk take calls for all end user problems. Expected to finish all end user problems expected of a tier 1 and tier 2 agent, with little to no escalation. Logged calls and kept track of time spent on tasks down to the minute while maintaining an 80% on call/working on projects to down time ratio. Worked with a team of about 4 people daily to troubleshoot calls and e-mail for multiple clients with as little as 3 users to as many as 300 users. Achievement Highlights: Cloud Management: Promoted with additional access that Tier 1 agents do not usually have to troubleshoot issues on virtual servers hosting exchange, and POP servers. Only 5 or 6 people companywide had this access. Service Desk Support: Provided support for all Information Technology products/services. Including answering questions, troubleshooting problems, teaching/instructing customers regarding software/hardware functionality, and communicating policy. Sales: Helped to create leads for sales team by determining the most effective manner to resolve client's technical issue, and offering appropriate services offered by the company. Show less

Systems Support / Network Specialist

• Jan 2011 - Jun 2015

Hired as a Systems Support Administrator to be the first line of defense for any and all user issues in an environment of approximately 100 users. Was promoted to Network Administrator to oversee and manage the entire network for the company with an IT staff of 3. Known to support “anything that plugs in” from MDM, Security Cameras, Wireless networks, and Physical Security including badging and magnetic locking doors; all the way up to Failover clusters, redundant switching, SAN management, Rack/server management. Achievement Highlights: Physical Cabling: Ran and terminated numerous wire runs including 2 separate computer labs from ISP to Patch Panel to User. Wireless Network: Installed and managed a wireless network with multiple Aps in a residential facility housing over 50 families. Installed a wireless bridge on the roof of our administrative offices to the roof of our warehouse facility to save costs on running physical cables. P2V Server Migration: Facilitated from start to finish the migration of about 15 physical servers to 2 physical hosts in a Hyper-V Environment with Failover Cluster. Servers included all of what the company had in production and was achieved with minimal downtime. Network Optimization/Backup: Optimized network connections to satellite locations through VPN and MLPS in a Hub and Spoke configuration. Show less

Technology Specialist

• Sep 2008 - Nov 2009

Identify customer needs and assist them with the selection of products and services that will provide the best solution. Diagnose customer computer problems and recommend the services best suited for their needs on the phone and in person. Employee of the month twice in just over a year Identify customer needs and assist them with the selection of products and services that will provide the best solution. Diagnose customer computer problems and recommend the services best suited for their needs on the phone and in person. Employee of the month twice in just over a year

Administrative Clerk / Marksmanship Instructor

• Jul 2003 - Jul 2007

Perform clerical and administrative duties incident to general and operational administration utilizing manual and automated information systems. Analyze difficulties of shooters during dry and live firing exercises, Provide assistance and guidance to individuals to improve their marksmanship skill and confidence On average train and assist 20 Marines every 2 weeks to properly shoot and qualify with the M16A2 Service Rifle and M9 pistol, as well as help to oversee an entire range of 300 Marines with live ammunition. Awards: Various Letters of Appreciation and Certificates of Commendation on both unit and personal levels. National Defense Service Medal, Global War on Terrorism Service and Expeditionary medals, Overseas Deployment Ribbon, and Good Conduct Medal. Show less