MSP Engineer

• Sep 2021 - Present

Network Technician

• Sep 2018 - Aug 2021

Performed and led teams for setup, configuration, deployment, and migration of servers, network equipment, and line-of-business applications for customers with at least 200+ end-users. Led the service department in most billed hours from Sept 2018 to July 2021. Improved initial setup for non-managed customer computers by creating a script to automate a good portion of this process. This has reduced the initial setup time by 50%. Worked on time-sensitive escalated issues. Including company-wide outages of software, hardware, and internet. Show less

Customer Service Associate

• Sep 2014 - Aug 2018

Provided customer service to customers via phone, chat, and email regarding order status or with shopping on Amazon. Escalated issues to higher tiers of support or different departments and followed up with customers to ensure a resolution was provided. Interacted with 450+ customers on average per month. With the peak being 600+ customers during the Christmas season from November to January. Provided customer service to customers via phone, chat, and email regarding order status or with shopping on Amazon. Escalated issues to higher tiers of support or different departments and followed up with customers to ensure a resolution was provided. Interacted with 450+ customers on average per month. With the peak being 600+ customers during the Christmas season from November to January.

Network Support Specialist

• Apr 2013 - Aug 2014

Provided level 1 technical support for residential services via phone, email, and chat. Performed troubleshooting to resolve issues regarding internet, email, or phone services. Including educating customers on the equipment they have, how networking works in terms of residential usage, and getting the most out of their services. Escalated issues to dispatch to send a tech on-site and escalated trends to NOC to further investigate. Provided level 1 technical support for residential services via phone, email, and chat. Performed troubleshooting to resolve issues regarding internet, email, or phone services. Including educating customers on the equipment they have, how networking works in terms of residential usage, and getting the most out of their services. Escalated issues to dispatch to send a tech on-site and escalated trends to NOC to further investigate.