Network Administrator

• Mar 2023 - Present

Assistant Network Administrator

• May 2021 - Mar 2023

• KnowBe4 software for organization’s risk and security awareness • Document help-desk activities through Zendesk and created a knowledgebase and FAQs for the IT team • Audited alerts of IT infrastructure changes using Netwrix for risk mitigation • Perform security profiling of corporate assets with Lansweeper and Snipe-IT • Perform system administrative functions and deployments for Windows, Office 365, and CRM system • Maintains the virtualized environment utilizing VMware vSphere 7.0 • Manage Group Policy Objects (GPOs), DNS, DHCP, Active Directory, and Azure AD • Successfully implemented LAPS, BitLocker, SPF, DKIM, and DMARC • Develops, schedules, and manages all company data backup and restore procedures • Firewall maintenance (Fortinet and Palo Alto) • Experience with switches/Access Points (Aruba/HP, Ubiquity) • Monitors organization’s networks for security breaches using SentinelOne, Trend Micro (Vision One, Apex One), and AlienVault/USM Anywhere • Developed Training program for Microsoft Teams, 1Password, Keeper Password Manager, Boxcryptor, DUO, and KnowBe4 • Security patching for the virtualized environment using WSUS • Manages and primary point of contact for all company mobile device security utilizing IBM MaaS360 • Familiar with the Avaya phone system • Developed PowerShell scripts for software deployments and O365 management • Completed VMware vSphere Fast Track [V7] Show less

Jr System Administrator

• Jan 2019 - Jun 2021

• First level of contact for inbound emails and phone technical support for on-site andremote employees• Helped develop and implement strategy for SOC 2 security compliance• Secure premises and personnel; Install/Manage security camera system, digital door locksystem, LastPass, and I-Drive• Digital and physical security auditor; Manage monthly logs, KnowBe4 software fororganization’s risk and security awareness• Develop and update online and internal support documentation• Perform system administrative functions and deployments for Windows AD, Office 365,server and firewall updates, anti-virus, load balancer, backups, and CRM system• VOIP system administrator; Purchase/Deploy/Manage phone system for on-site andremote workforce• Setup, configure, deploy, and repair laptops, desktop computers, peripheral devices, andIT appliances to local and remote employees Show less

Technical Support Manager

• May 2013 - Jun 2021

• Develop and implement a training program for customers and staff• Encourage product adoption, decrease customer churn, improve customer satisfactionand lower employee turnover• Facilitate coaching, developing, educational material and training sessions for new hires• Hold Online and in-person seminars to increase sales growth and customer education• Implement new CRM (Hubspot) for customer service, to simplify and improve the efficiency of the Beacon Software team• Utilize strong cross-functional alignment between multiple product teams forintegration, testing, troubleshooting, and reporting• Maintain relationships with third-party vendors• Partner with leadership and team to ensure alignment with business needs and ensureprocess execution and customer satisfaction Show less

Assistant Sales Manager

• Jan 2006 - May 2013

• Recruit, hired, and trained sales team • Managed, developed, coached, and motivated the sales force to develop their skills to ensure that a high professional standard is achieved and monthly sales targets and KPI’s were met • Developed and maintained relationships with corporate accounts as the small business specialist • Met and exceeded planned sales goals • Ensured targets were delivered though people management, performance reviews, rewards, and individual recognition • Cultivated client relationships increasing customer satisfaction and repeat sales Show less

Customer Service Representative

• Jan 2004 - Jan 2006

• Attract potential customers by answering product and service questions; suggesting information about other products and services. • Opens customer accounts by recording account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Attract potential customers by answering product and service questions; suggesting information about other products and services. • Opens customer accounts by recording account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.