iVision Helpdesk Lead

• Oct 2022 - Present

Senior Professional Services Engineer

• Apr 2018 - Oct 2022

Project planning, execution and follow up. Setting up new domain environments. Deploying new servers in existing environments and migrating of services. Decommissioning of older servers and hardware. Setup of backup appliances and creating backup schedules. Configuring firewalls, managed switches and wireless access points. Installing the physical hardware. Exchange and SharePoint migrations. Creating and planning of SharePoint sites and permissions. Replacing workstations/laptops for users and migrating their data. Vendor assisted application migrations. Onsite and remote assistance for the help desk team where applicable. Show less

Onsite Consultant

• Apr 2015 - Apr 2018

New office server and network environment setups. Decommission old servers and migration of services. Setup and maintenance of servers. Create and maintain backups on and offsite. Network and security appliance configurations. Firewalls, switches, routers. Email migrations and end user setup. Offer and suggest repairs, upgrades or replace existing hardware. Work with vendors to coordinate ISP, phone system or software upgrades and or replacements. General IT support for end users in person and remote support. Show less

Help Desk Analyst

• Sep 2014 - Apr 2015

End user support and maintenance in a multi client environment. Server and Exchange management in various versions according to client protocol. Create/Disable accounts and groups. Creating and setting permissions and security for shared network stores. Troubleshoot and resolve workstation inquiries/problems. Microsoft and Apple clients in Windows Domain environments. Configure systems with user profiles, setup remote management tools. Setup mail clients on multiple platforms. Troubleshoot software, printing, network latency and connectivity issues. Monitor and check servers for issues. Investigate issues and reboot when necessary. Assist in projects for server replacements/decommissions, planned outages, testing and implementation. Use, deploy and troubleshoot virtual environments. Use of VMWare and VDI in client/server roles. Kaseya remote management. Use of an internal knowledge base system with proactive maintenance. Show less

IT Support

• Oct 2012 - Aug 2014

Local and remote support for corporate office and broadcasting networks nationwide Active Directory and Exchange account setups, disables and maintenance Creation of security groups, email distributions, files shares. Email clients, password resets, domain configurations, printers, imaging and deploying of PC’s/Mac’s. Troubleshoot and diagnose various issues regarding network or workstations. Management of backup systems. Local and remote support for corporate office and broadcasting networks nationwide Active Directory and Exchange account setups, disables and maintenance Creation of security groups, email distributions, files shares. Email clients, password resets, domain configurations, printers, imaging and deploying of PC’s/Mac’s. Troubleshoot and diagnose various issues regarding network or workstations. Management of backup systems.

Remote Desktop Support Technician

• Nov 2010 - Oct 2012

Remote support for Plumchoice customers. Support provided through phone and online Tier 2 / Escalation level technician Use of Citrix/Xendesk, Bomgar remote client and tools Virus removals, optimizations, email client support, driver and software installation, router configurations, wireless diagnostics, printers, network cameras systems, operating system and program issues/crashes, etc. Windows XP, Windows Vista, Windows 7 and Mac OS support and training for clients Complete documentation of services provided and use of scripts in a call center environment Use of CRM, CTSM, Siebel, SafeLink and SafeLink 2 ticketing systems Customer service and upsells where possible. Remote office location Show less

In-store Technician

• Sep 2009 - Mar 2010

Software and operating system installations and upgrades Virus removal, optimization, and diagnostics Hard drive, graphic card, sound card, network card, memory, power supply, motherboard installations Windows XP, Windows Vista, Windows 7, Mac OS support and Linux where available Customer service and sales Software and operating system installations and upgrades Virus removal, optimization, and diagnostics Hard drive, graphic card, sound card, network card, memory, power supply, motherboard installations Windows XP, Windows Vista, Windows 7, Mac OS support and Linux where available Customer service and sales