Head of Information Technology

• Aug 2023 - Present

Senior Systems and Network Consultant

• Jul 2021 - Jul 2023

Small Business Consultant

• Jan 2018 - Dec 2021

The market in my area is saturated with people that could not provide decent affordable tech, website design and hosting. i bridged the gap with the area and have focused on small business clientele The market in my area is saturated with people that could not provide decent affordable tech, website design and hosting. i bridged the gap with the area and have focused on small business clientele

System Administrator

• Apr 2016 - Jul 2021

• Resolve complex technical issues directly with customers submitted by phone, email, and onsite • Expert troubleshooting for network issues not limited to Cisco, Juniper, Meraki, Barracuda, Dell, Extreme Networks, Aruba, and Pulse hardware (routing, switching) • Expert knowledge and troubleshooting of Microsoft server and desktop operating systems, and hardware • Domain migration experience including AD to Azure AD or Domain to Domain Migrations • Experience with setting up, management of, and troubleshooting Active Directory environments • Virtualization design, implementation, and support (VMware, Hyper-V, XenServer) • Familiarity with various storage appliances and technologies used in enterprise installations (iSCSI, RAID, SAN, NAS, Fiber Channel) • Expertise in Office 365/Azure administration and migrations • Knowledge of SaaS based products, and management of customer licenses • Maintain and update documentation along with creation of technical procedures • Device firmware and OS patching/upgrades as required • Follows NIST & STIGS Compliance requirements • Vulnerability Resolution and Cybersecurity Posturing • Able to be assigned projects, and adhere to schedules for on time completion • Reliability & able to execute Maintenance Windows off hours. • Setup and Administer Monitoring Applications • RFO Investigation • SLA management • Systems Availability Goals • Operate within a Datacenter Environment Show less

IT Technician

• May 2012 - Mar 2016

• Perform logical troubleshooting of equipment, electrical and electronic circuits to determine the cause of malfunctions and repaired accordingly. • Work with the Service Manager and/or related supervisor(s) to identify individual training needs to maintain and continuously improve skills and knowledge of products and applications supported. • Setup and install controller based firmware and applications for Print Systems via linux, vmware and cisco interfaces • Configure, troubleshoot, repair and perform preventive maintenance on Xerox, HP, Konica Minolta and Toshiba office technology hardware and software systems. • Remain current on new products and manufacturer certifications by utilizing manufacturers’ online training sites and attending manufacturers’ technical training schools as necessary. Show less

Helpdesk Manager

• 2008 - Sep 2010

• Identify performance and training issues using performance measurement tools such as call monitoring, customer feedback and support ticket review.• Attends meetings, conferences, and training workshops. Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas.• Create various of forms documentation for tiers of support, management, and other departments to assess workflows, business continuity and best practices in IT.• Development and implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan.• Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management.• Analyze data and statistical information related to problem management reports, agent contact patterns, performance, and trends and identify opportunities that increase productivity and quality of service.• Assertive and self-driven to achieve consistent performance improvement in self and employees• Maintain Help Desk staff including staff selection, scheduling, formal performance evaluations; Assist, guide, and train team in assigned functions.• Manage internal and outsourced functions that provided shared and dedicated support services to 50,000+ customers in commercial, consumer, educational and governmental markets.• Help setup and develop workflows for Clearview ITSM software SLA and tech response plan that saved roughly $750,000 in service cost every year.• Recruit, train and support help desk technicians and representatives. Managed high levels of call flow and responded to Tier 1-4 technical support needs Show less

Senior Technical Support Specialist

• Jan 2007 - 2008