Network Engineer

• Aug 2020 - Present

RemoteFix Engineer

• Jul 2018 - Aug 2020

Service Desk Analyst

• Jul 2017 - Jul 2018

• Analyze and resolve problems in accordance with service level agreements, escalating when necessary. • Provide troubleshooting and configuration support for client desktop and networking environments. • Perform root cause analysis, doing what is necessary to prevent problems from recurring. • Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems. • Troubleshoot cell phones and various other devices. • Log, track, resolve, dispatch, and reroute calls via ITSM. • Investigate and suggest ways of reducing calls to the Help Desk. • Proactively learns and trains other staff members on new product and service technologies. • Stay up to date with both technical and interpersonal training to ensure sharp knowledge and skill set. • Keep customers informed of global problems, scheduled downtime, and open tickets. • Keep peers and management informed of trends, significant problems, and unexpected delays. • Document procedures, corrective actions, and update knowledge base system. Show less

Technology Support Specialist/Gsuite Admin

• Oct 2013 - Jul 2017

• Served as the technical support contact for students/faculty/staff, providing troubleshooting and configuration support for several types of devices as well as a vast range of software. • Logged and tracked incidents in the LANsweeper ITSM tool. • Responsible for the repair and maintenance of all devices used by students/faculty/staff and their peripherals. This includes, Laptops, Desktops, Tablets, Printers, SmartBoards. • Helped maintain inventory of district equipment and software. • Assisted with network administration, configuration, and troubleshooting of wireless access points. • Acted as the primary administrator of the districts Google domain and the Apps within (Gsuite for Edu). • Supported and maintained the following student management and learning management systems: Skyward, Schoology, Moodle, Edmodo. • Administered content filtering solutions to meet CIPA compliance (iBoss swg, GoGuardian, Gaggle). • Deployed new and updated existing Active Directory GPO configurations also used Group policy to deploy and update software. • Leveraged Windows Server Update Services (WSUS) to keep endpoint devices up-to-date with the latest patches from Microsoft. Show less

Sales Associate

• May 2012 - Oct 2013