Technical Advisor

• Sep 2020 - Present

Service Manager/Sr. System Engineer

• Jan 2017 - Sep 2020

Collects Statistics from Each Key Service Area Aggregates Metrics and Pushes them Up to CEO Manages Overall Customer Satisfaction Manages Overall Technician Satisfaction Maximizes Productivity of Staff Helps Establish Best Practices for Network Admin Provide Support and Guidance for Technicians Provide Training and Knowledge Base Documentation for Technicians Tickets that cannot be resolved in a particular time frame or budget are escalated to the Senior Tech Server Related issues Server Related changes Network Related issues Connecting to network VPN issues Unable to get to network resources, i.e drives, servers, printers Network Related changes Deploy New Network Printers Configure/Adjust Group Policies Manages Resolution Documentation Manage/Administrate PBX/Phone Systems Set Auto Attendants Set Hunt Groups/Queues Provide backup to Centralized Services Show less

System Administrator

• May 2015 - Dec 2016

System Administrator

• Jan 2015 - May 2015

Primary responsibility for troubleshooting and diagnosing desktop computer systems and peripheral equipment problems. Investigates hardware/software problems of the desktop computer systems and peripherals, identifies their source, determines possible solutions, tests and implements solutions Primary responsibility for Help Desk activities, including but not limited to receiving and tracking users requests, assigning priority and responsible persons, resolving requests and users notification Shared responsibility for installation, configuration, maintenance and upgrades of desktop computer systems and peripherals (e.g., network cards, printers, modems, mice, add-in boards, copiers, etc) Shared responsibility for data backups, data restores, disaster recovery, and storage management Assistance with collecting information (including systems operation metrics) to analyze and evaluate existing or proposed computer systems Primary responsibility for desktop computer systems asset management (hardware and software inventories, licensing, systems decommissioning etc) Assistance with technical research on systems upgrades to determine feasibility, cost, time required, and compatibility with current systems Evaluates and recommends purchases within the area of primary responsibility, prepares purchase orders, organizes purchasing process, provides inputs to IT budgets, plans and/or financial forecasts Develops, maintains and updates technical documentation within the area of primary responsibility including but not limited to systems configurations, problem fixes, vendors technical documentation, disaster recovery procedures. Develops, updates and distributes users guides and tutorials Documents systems problems and resolutions for future reference Works under general direction from senior management Provides on-the-job training to new IT department staff members Show less

IT System Administrator

• Jan 2011 - Jan 2015

• Administer Microsoft Windows Servers 2003/2008 (Active Directory, Exchange, Hyper-V, Printer Server, Web), Microsoft Workstations, and network security devices for 200 users. • Administer Blackberry Enterprise Server • Day to day tasks included network, workstation, and server administration • Server/Desktop administration via System Center Essentials • Cisco VPN administration via Cisco ASA and ASDM • Network Configuring of Cisco Routers/Switches using Cisco IOS • Administration of Avaya IP Office Telecommunications System • Administer EMC SAN for file storage • Administer Linux servers for Claim Entries • Administer Symantec Endpoint Protection 12.1 for Anti-Virus • Administer VMWare and Citrix development environments Show less

IT Technical Support Specialist

• Nov 2010 - Jan 2011

• Provide assistance to end-users on software and hardware problems. • Configure and maintain personal computer hardware including PC’s, notebooks, printers. • Provide training and documentation for AlliedBarton Security Services standard and custom applications. • Assist with documentation creation for various projects and support FAQ’s. • Maintaining network security, User account creation / Administration. • Provide assistance to end-users on software and hardware problems. • Configure and maintain personal computer hardware including PC’s, notebooks, printers. • Provide training and documentation for AlliedBarton Security Services standard and custom applications. • Assist with documentation creation for various projects and support FAQ’s. • Maintaining network security, User account creation / Administration.

Network Technician

• May 2010 - Nov 2010

• Day to day tasks included network, workstation, and server administration, troubleshooting various connectivity issues, and laptop/PC workstation configuration, using Norton Ghost and special projects to advance technology as well as maintenance of daily back-up types. • Migration of workstations from Windows XP to Windows 7. • Administration of Doors Security System for building access • Administration of Avaya IP Office Telecommunications System. • Installation of different client VPN software for Staff Consultants. • Administration of RSA tokens. • Maintaining system documentation • Provided backup to help-desk support for staff when needed. Show less

Helpdesk Analyst

• Sep 2008 - May 2010