Technical Support Engineer

• Apr 2022 - Present

Systems Administrator

• 2002 - Present

* Manage 15 office location Internet based SDWAN network consisting of Meraki firewalls, Avaya data switches, Aerohive/ExtremeNetworks wireless access points, and Microsoft Windows based servers.* Installation and maintenance of corporate-wide Microsoft Unified Communications solution, including integration with Microsoft Exchange (on premise), migration from existing legacy PBX network, and client installation and troubleshooting.* Installation and support of SIP-trunk based local and long distance telephone system resulting in elimination of legacy T1 based telephone infrastructure and 50% reduction in telephony costs.* Migration to Microsoft 365 platform, including client application deployment, mailbox migration, and client question/answer and troubleshooting sessions.* Migration of physical servers to physical hosts utilizing Microsoft Hyper-V hypervisor architecture, reducing overall IT infrastructure and server costs* Migration of office network and server architecture to colocation facility, reducing office energy consumption and security needs.* Support of mobile workforce consisting of Windows based laptop systems, web based Microsoft Outlook email and Cisco VPN system. Show less

TAC Support Engineer

• 2008 - 2010

* Provided telephone support to Ronco Field service personnel on Nortel data networking, Nortel Wireless Ethernet, and Microsoft Windows issues specifically pertaining to Nortel software upgrades and updates.* Provided Level 2 support for employee hardware and software troubleshooting including Nortel VPN client, Microsoft Office applications and Linux based Business System issues.

Network Administrator

• 2002 - 2008

* Consolidated 13 remote Exchange 5.5 servers to 2 Exchange 2010 servers, resulting in 50% reduction in administrative time and costs of Exchange infrastructure. * Responsible for maintaining, monitoring, patching, updating and repairing hardware and software on 14-location, 350-user Corporate Network including Microsoft Windows based servers, Cisco routers, and Nortel data switches.* Provided support for employee hardware and software troubleshooting including virus and spyware removal, software installation and hardware upgrades. Show less

Master Technical Support Specialist

• Apr 1995 - Jul 2002

* Led team in technical review of integration orders to be built by Ingram Micro, including Cisco routers, Intel based desktop, workstation and server products. * Developed technical review processes and procedures for integration orders; leading to 40% reduction in number of incompatible integration orders. * Coordinated with sales representatives, customers, and production center engineering on integration orders, including selection of compatible hardware, and writing of ISO 9002-approved build instructions. * Provided second-tier telephone-based technical support to Ingram Micro customers, including pre-sales selection of Intel based computer hardware and post-sales troubleshooting and problem resolution. Show less