IT Technician

• May 2021 - Present

Help Desk Specialist

• Nov 2018 - May 2020

Help Desk Support Specialist Managed and resolved help desk tickets using Atlassian Jira for over 800 users in Co, TX, and NC. Set up and deployed TeamViewer to all Windows and IOS devices. Troubleshooting Office 365 issues. Mobile Device management using Simple MDM and MaaS360 to manage the mobile device fleet. End-user Set up in AD and office 365 Onboarding and offboarding of employees. Help Desk Support Specialist Managed and resolved help desk tickets using Atlassian Jira for over 800 users in Co, TX, and NC. Set up and deployed TeamViewer to all Windows and IOS devices. Troubleshooting Office 365 issues. Mobile Device management using Simple MDM and MaaS360 to manage the mobile device fleet. End-user Set up in AD and office 365 Onboarding and offboarding of employees.

Network Technician

• Apr 2014 - Dec 2018

Duties: Provide technical support and monitor day to day operations of Network Operation Centers. Assists the NOC Manager in managing the daily workflow for all efforts involved in deploying and sustaining technology within our client's data centers and facility MDFs. Assists the NOC Manager in the development of NOC processes and procedures. Ensures NOC operations meet support and performance metric requirements. Strives to meet network availability and Mean Time To Recovery (MTTR) objectives. Assists the NOC Manager in managing the escalations by customers and other internal departments of NOC Sev 1 and 2 issues. Monitors all outages/issues through the return to normal services. Coordinates and assists in service maintenance activities. Assists the NOC Manager in managing the capacity and capabilities of our NOC facilities, including network capacity/utilization performance rates. Supports special projects such as training programs, new tools, and processes associated with our data centers. Responds to Help Desk telephone calls, emails, and personnel requests for technical support in a timely and courteous manner. Provides initial triage of problems impacting network services to determine problem source and provides resolution if possible. Identifies and escalates issues requiring urgent attention by other IT resources or 3rd party vendors to the appropriate resource for expeditious troubleshooting and resolution. Data Center build This gave me the opportunity to build our new vSAN environment using the vShpere suite. Updating firmware installed ESXi 6.0 and configured vCenter to work with HP VSAs and Zerto. Client infrastructure change This change was implemented across 12 branch offices and included installation. My duties included implementing the site server builds. Configuring and deploying site-specific Active Directory servers along with utility servers and monitoring agents. Show less

Remote Services Team

• Aug 2018 - Nov 2018

Help Desk Support Specialist Tier1 Technical Support. Help Desk Support Specialist Tier1 Technical Support.

Co-Manager

• Apr 1999 - Jul 2010