Field Services Engineer

• Jul 2020 - Present

Front facing technical point of contact for managed I.T services and support assisting end users eliminate daily technical problems to maintain productivity. Roles and responsibilities include on-site and remote support with troubleshooting, critical thinking and problem solving. Preserving a healthy and secure network using innovative RMM tools with integrations. Creating new relationships, building a core foundation, and focused for the success of our customers. Front facing technical point of contact for managed I.T services and support assisting end users eliminate daily technical problems to maintain productivity. Roles and responsibilities include on-site and remote support with troubleshooting, critical thinking and problem solving. Preserving a healthy and secure network using innovative RMM tools with integrations. Creating new relationships, building a core foundation, and focused for the success of our customers.

IT Support\ MSP Services

• Sep 2014 - Jul 2020

Dedicated to customer service and support. Roles and responsibilities include being a Cloud Services Advisor, Windows computer administration, diagnose and repair Windows desktop. Patching and remediation, AV checks to ensure devices are enrolled, running, and up to date. Backup checks and testing backup/restore process. Documentation and process driven internally and for our customers that include: - Agent Install - Network Discovery - Network Devices - Assets - Printer Installation - New User Setup/Termination Checklist - Customer information, contact, and vendor relationship - Changes to environment - Sites - Workstations - Servers In addition, I am providing customer success fielding calls for end user support. Calls for troubleshooting can include connectivity, hardware, email and Office support, as well as line of business applications. My area of focus is currently around Office 365 and Azure Cloud services and management. Having experience and a clear understanding of the services and tools utilized for Office 365 and Azure such as Office 365 Users, Mailboxes (Cloud Only & Synced with AD), Security and Compliance, and Azure Active Directory, Intune Security, and Virtual Machine Management. I have experience with on-site support for end users as well as managing customers networks. This includes advising, making recommendations, and implementing solutions to ensure their network continues to stay up to date, maintained, and secure. Windows Server 2008/2012/2016/2019, Exchange Server 2010/2013/2016/2019, Active Directory Users and Computers, DNS, DHCP. Project assistance and collaboration with Engineers to complete tasks delegated for mail migrations and testing. Proactive support incidents via remote access for customers. Currently in the process of learning about GCC HIGH Frameworks, Compliance, and Regulations.

Help Desk Technician

• Mar 2014 - Sep 2014

MSP Customer Service supporting end users with IT related issues via phone and email. Work with Tier3 Technicians to complete daily tasks and continuing to learn about client infrastructures. Windows XP/Vista/7/Server 2003/2008 support, installation, repair and troubleshooting Microsoft Office products (e.g., Microsoft Word, Excel, Outlook). Hosted Exchange Management. Citrix Terminal Services. Configuring Blackberry/Mobile handheld devices.

Help Desk Specialist

• Mar 2014 - Aug 2014

Service Desk Support Engineer

• Oct 2010 - Mar 2014

Providing Customer service to troubleshoot issues in a timely manner via email and phone. Manage, assign, and prioritize client issues using ConnectWise PSA ticketing system. Helpdesk experience in assisting personal computer users and remote users. Experience in supporting a large business computing environment Providing Customer service to troubleshoot issues in a timely manner via email and phone. Manage, assign, and prioritize client issues using ConnectWise PSA ticketing system. Helpdesk experience in assisting personal computer users and remote users. Experience in supporting a large business computing environment