Associate Consultant

• Mar 2023 - Present

IT Support Lead

• Feb 2019 - Mar 2023

- Provided technical support to user requests and internal server environments via telephone, remote access, or email as necessary in conjunction with our service request tracking management system. - Worked with vendors to implement and troubleshoot SIS products and services where necessary. - Performed appropriate standard practice troubleshooting tasks to identify and initiate problem resolution actions including escalation to ensure high availability of service to all systems users. - Performed system setup and configuration tasks for new or reallocated workstations and laptops; following standardized company practices. - Ensured high availability and acceptable levels of performance of mission critical servers. - Assisted with internal procurement tasks including user systems, software licenses, peripherals, accessories, and maintenance. - Create and maintain asset management records for internal user systems and software licensing. - Managed hosted VOIP system (Fuze) and users. - Aided in the installation, maintaining and upgrading of tasks related to physical access to the building and data center. - Assisted in building a Data Center Inventory Management System for tracking and capacity planning. - Designed and maintained documentation for the current infrastructure Show less

IT Manager

• Jan 2019 - Feb 2019

Junior System Administrator

• Aug 2017 - Jan 2019

System and Network Administrator

• Aug 2015 - Aug 2017

-Set up, configure, and support servers, network, phone and desktop equipment -Maintain Active Directory, file and print server, Cisco network infrastructure, hosted cloud VoIP telephone systems, multiple cloud data storage and offsite backups -Develop and maintain all systems, applications, security, and network configurations -Setup, configure and maintain cloud storage and data backups -Troubleshoot network performance issues and maintenance -Manage upgrades, patches, and new applications and equipment -Provide technical support and guidance to users -Troubleshoot and respond to customer support request in a timely and professional manner from both ticket system and in person -Create and maintain backup and restores and verifies they are working properly -Create and maintain network, LAN/WAN, telephony, server, etc. documentation of environments for disaster recovery and business continuity -Act as conduit to vendors (high-speed internet, all-in-one copiers, networking equipment, phone system, domain management, etc.) -Rely on extensive experience and judgment to plan and accomplish goals -Provide consultation on complex projects Show less

Customer Service Specialist II

• Nov 2010 - Jul 2015

Help desk support for 2nd shift operations. Responsibilities include hardware and software support for 250+ devices on production floor, as well as 200+ devices in office areas. Responsible for troubleshooting any cellular phone issues (Sprint, Android, Blackberry) also making adjustments when needed to the door access control system as well as surveillance equipment. Help desk support for 2nd shift operations. Responsibilities include hardware and software support for 250+ devices on production floor, as well as 200+ devices in office areas. Responsible for troubleshooting any cellular phone issues (Sprint, Android, Blackberry) also making adjustments when needed to the door access control system as well as surveillance equipment.

CIA

• Aug 2007 - Oct 2010

Customer service and repair on personal computers. Customer service and repair on personal computers.

LAN Support Specialist II

• Jun 2006 - Jun 2007

Help Desk position for a casino floor, hotel, attached race track and all supporting personnel. Help Desk position for a casino floor, hotel, attached race track and all supporting personnel.