IT Manager

• Sep 2022 - Present

System Administrator

• Jan 2022 - Aug 2022

CRMLS is the largest Real Estate Listing Service Provider in the United States, located primarily on the West Coast and with the largest customer base of Associations and Realtors looking to their service for correct and accurate information. My position as a Systems Administrator is work within the IT Infrastructure Department to make sure that operational and production systems are functioning at peak efficiency. This ranges from the individual systems used by our employees, network infrastructure, physical/virtual server, cloud services, and all related tooling/software. Some projects worked on include the following: Taking over a stalled network switch replacement for the HQ office. Re-evaluated the initial purchase and reasons for stall, determine better/available options, design a better suited infrastructure based on company needs/expansion plans, work with vendor to RMA old order and place new equipment orders. Completed project under initial budget with an increase of switch capacity and function 3 times larger than initial plan, within designated upgrade time. Assessed current software licensing already purchased from company and found discrepancy/under-utilization of tooling purchased. This included valid configuration and on-boarding of Microsoft Hybrid-Azure AD and Intune deployment to all company systems for accurate asset tracking, additional management capability, and Single Sign On (SSO) with MFA for additional security. Work to assess management and patching capacity of hybrid environment, including assessment of current tooling and license costs. Trialed and cost compared multiple software's within test environment. Determined that N-Able software would allow company to budget similar tooling costs with upgraded technical capabilities in a single software suite vs several current deprecated and disjointed tools. Rolled out environment in conjunction with Hybrid-AD/Intune listed above. Show less

Support Desk Supervisor

• Dec 2019 - Jan 2022

Forum Info-Tech (FIT) is a premier Managed Cloud Services Provider, specializing in customized cloud infrastructures to facilitate next generation IT needs and responses to an ever changing and mobilized work world. FIT provides Ground to Cloud services, providing excellence in service from the end-user and local office infrastructure all the way up to customized multi-regional highly redundant cloud compute environments. Leveraging cutting edge technology to enable our clients to work around the globe, safe, secure, and without downtime. My primary responsibilities as the Support Desk Supervisor include maintaining oversight of the ticketing board, consisting of assigning incoming tickets, keeping issues flowing toward resolution, and meeting staffing requirements; hiring, on-boarding, and training and mentoring staff so as to meet SLA and retain a high customer service level. During my time as supervisor I've developed and instituted policies and procedures within the helpdesk team including standardizing SLAs, creating team and individual KPIs, integrating standardized CSAT policies in order to increase efficiency and team scalability. With these new policies we've maintained a 100% Client SLA, and above 95% Customer Satisfaction rating on all services provided. Additionally, I've been leveraged to develop, implement, and train internal polices and roles in order to split the Technical Department into Specialized Technical Departments based on the TruMethods Methodologies and Practices. This included assisting to solidify specialist roles for Helpdesk/Support teams, Projects, Centralized Services, Technical Alignment, and vCIO. In developing these different departments, I've been leveraged within each to provide the services necessary to our clients as well as train additional technicians in each area necessary; including hands on technical assessment, internal and customer projects, vCIO/Consulting, and other tasks. Show less

Technical Support Engineer

• Nov 2018 - Nov 2019

Green Shield Technology is a Managed Services Provider located in Down Town Ontario, which caters heavily to the local Latino Business population. Green Shield has grown by specializing in the unique needs of the Medical and Financial clients they keep. They pride themselves in its full suite of managed IT services, including Consulting, Projects Management, Infrastructure Builds, Business Software Development, Helpdesk Services, and many more. As the lead Systems and Network Administrator it was my responsibility to be the final escalation point and technical contact directly interfacing with our clients, management, and other staff to provide the best service driven solutions possible. Some of my duties included creating internal policies and procedures for our IT technical team in regards to service and infrastructure, including how to maintain and manage client services, backup and disaster response, end-user training, and how to facilitate positive interactions with clients while providing top quality customer service. Show less

Technical Support Tier II

• Jan 2018 - Apr 2018

eTop Technology is a small up and coming Managed Services Provider (MSP) located in Redlands, CA. They have a client based of small to midsize businesses focused on the service and industry fields. As the Tier II Support technician it's my role to provide comprehensive technical knowledge and services to the client base as well as act as a final escalation point to other technicians before moving towards management level solutions. Some specific examples of work contributed: - Maintain profession and friendly relations with client base while seeing to active tickets assigned by dispatch - Work within team environment to maintain active workflow and successful outcomes to issues received - Troubleshoot and maintain workstations and servers through Remote Monitoring and Management systems while keeping documentation and tickets updated - Troubleshoot and repair Backup and Recovery systems and services within client infrastructure - Work with partner vendors to implement solutions tailored for client's specific needs and usage case Some projects completed: - Troubleshoot and solve issues with client's Line-Of-Business Software (SAP); slowness within virtual server environment, planned and implemented redistribution of resources according to guidelines provided by vendor input. - Troubleshoot and solve issues with client implementation of local print queues tied in with custom print code by configuring and deploying print server through creation of group policy based solution within Windows Server 2016 Show less

System/Network Support Technician

• Feb 2017 - Dec 2017

TNN provides a mixed MSP and Break-Fix style service to it's customers, ranging from small business' to large enterprise and government contract work. As a system support technician, I'm called on to provide a range of expertise for all shapes and sizes of issues which span the gamut of our services. This includes Tier I-III help desk support, NOC server and network administration, 3rd party application support and many other services. Some specific services provided on a daily basis include: - Active monitoring and remote administration of business systems and networks, ranging from sole proprietors to enterprise and government municipalities. - Maintaining required network security and industry compliance within health, law, financial and government sectors. - Full consultative and project completion for mixed workstation, server, network and cloud solutions, including SaaS and IaaS environments. - Support and setup of Voice-over-IP solutions using our in-house hosted PBX, desk phone, and Soft phone solutions. - Set-up, monitoring and usage of full enterprise backup solutions, both on-site and off-site/cloud. - Setup and support for enterprise print services provided in-house with remote support and monitoring for clients. Current Projects and technologies Leveraged: - Various client project consultations and build-outs to transition from legacy physical Windows server infrastructure to more modern virtualized Windows 2016 server and cloud services environments. - Workforce migrations from legacy Office environments to cloud hosted and fully integrated work ecosystems, utilizing small business and enterprise levels of Office 365 suites. - Network and systems security compliance utilizing Dell Sonicwall UTM and mixed multi-layered enterprise anti-virus and windows solutions in order to curtail modern sophisticated threats. - Managed Cisco, Ubiquity, and Ruckus networking solutions; including switching, routing, and Wifi installations and management Show less

Network System Administrator

• Feb 2016 - Feb 2017

Systems/Network Administrator and Lead Technician responsible for both the warehouse and office production systems as well as overseeing all other production repair technicians within the company's resale department. Main duties include: - Installation, maintenance, and documentation of all production systems including server and networking infrastructure throughout the company's office and warehouse environments - Troubleshoot and repair of equipment including enterprise networking, server, and computing devices for resale. - Supervising and training all production repair technicians - Working within the resale core member team to meet and exceed project goals for the company Company Projects completed: - Built out server and network infrastructure for mass imaging of refurbished systems - Created and Deployed systems for large capacity certified secure HDD wiping - Planned and constructed secure areas for high value refurbishment of mobile devices - Fully analyzed, redesigned, and setup new/improved company wide Local Area Network infrastructure with WAN fail-over capacity, firewall/security infrastructure, and switching/routing technologies - Implemented and maintained new server infrastructure based around Microsoft Server 2016 for onsite ADDS, Backups, and Security functionality Show less

Support Technician

• Jul 2012 - Dec 2015

- Provide sales of personal computer and server systems - Build custom computer and server systems - Provide installation of systems and networking - Provide on-site and remote troubleshooting and repair services of systems, networks, and software - Provide customer service and satisfaction - Provide sales of personal computer and server systems - Build custom computer and server systems - Provide installation of systems and networking - Provide on-site and remote troubleshooting and repair services of systems, networks, and software - Provide customer service and satisfaction

Sales Associate

• Nov 2014 - Sep 2015

- Market and sell customized financial solutions including insurance and debt solutions - Provide personalized product demonstrations for individuals, families, and businesses - Maintain high ethical industry standards - Market and sell customized financial solutions including insurance and debt solutions - Provide personalized product demonstrations for individuals, families, and businesses - Maintain high ethical industry standards

Part Time Meter Reader

• Feb 2009 - Aug 2010

- Accomplish assigned meter reading routes with accuracy - Provide first contact customer service and support - Report gas leaks, broken meters, and illegal gas usage - Maintain strict company safety guidelines - Accomplish assigned meter reading routes with accuracy - Provide first contact customer service and support - Report gas leaks, broken meters, and illegal gas usage - Maintain strict company safety guidelines

Summer Intern

• Jun 2007 - Aug 2007

- Take and analyze plant and soil samples, - Repair and install irrigation systems, - Employ methods of dust and weed abatement including mulching and non-chemical methods - Maintain production of indigenous plant species within the greenhouse as well as distribute them to assigned locations within the city limits - Maintain facilities/labs - Take and analyze plant and soil samples, - Repair and install irrigation systems, - Employ methods of dust and weed abatement including mulching and non-chemical methods - Maintain production of indigenous plant species within the greenhouse as well as distribute them to assigned locations within the city limits - Maintain facilities/labs