Team Lead

• Jan 2023 - Present

System Engineer

• Jan 2021 - Dec 2022

End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment of home networks· Support of Cloud products: Office 365, Box, Dropbox, SharePoint / OneDrive, Azure, AWS· Support of Multifactor / SSO / MDM Products: Duo, RSA, Okta, Intune, AirWatch, MobileIron· Administration of Microsoft Windows Server Platforms as well as Active Directory, Group Policy, Exchange Server including email flow troubleshooting and Citrix XenApp· Support of BDR Products: AWS, Azure, NAS, CloudBerry, Zerto, Veeam· Support of Cybersecurity products: Sophos, Symantec, Carbon Black, Cylance, SecureWorks, eSentire, Mimecast, IronPort, Proofpoint Show less

Client Support Manager

• Dec 2019 - Jan 2021

In addition to the role requirements of a Client Support Engineer:-Track recurring trends in client support tickets-Maintain relationships with business clients-Identify the best use of resources in upgrading client networks-Handle creation of equipment quotes-Audit internal knowledgebase for errors and points of weakness

Client Support Engineer

• Sep 2019 - Dec 2019

-Troubleshoot and resolve technical issues either remotely or at a client site within defined SLAs-Participate on Project Teams-Review ticketing and monitoring queue for timely assignment and resolution of tickets-Validate and update ticketing documentation-Coordinate escalation resources for large or complex issues-Manage internal and external expectations-Provide on-call 24/7 support after business hours 3 weeks per year

Network Administrator

• Jun 2015 - Sep 2019

Frontline Managed Service IT support as well as: -Network Administration- Small business network setup and maintenance in addition to any network services such as NAS or networked printers. -Windows Server Administration- Working in Active Directory environments and configuring network services such as DHCP and DNS. -Monitoring client machines using Remote Monitoring Management tools. -Google Apps for Work administration -Microsoft Office 365 Cloud deployment and migration -Microsoft Office Suite setup and troubleshooting Show less

Lead IT Help Center Consultant

• May 2014 - May 2015

As one of 6 Leads promoted from the total undergraduate staff of approximately 50 students responsibilities of a shift supervisor were added including training and coordination of fellow consultants. Tasked with helping all members of the University with any IT needs. Hardware repair, software troubleshooting/instruction, and basic network troubleshooting as well as best effort service for any other technology issue presented. As one of 6 Leads promoted from the total undergraduate staff of approximately 50 students responsibilities of a shift supervisor were added including training and coordination of fellow consultants. Tasked with helping all members of the University with any IT needs. Hardware repair, software troubleshooting/instruction, and basic network troubleshooting as well as best effort service for any other technology issue presented.

IT Help Center Consultant

• May 2013 - May 2014

Undergraduate employee tasked with helping all members of the University with any IT needs. Hardware repair, software troubleshooting/instruction, and basic network troubleshooting made up the bulk of our work but best effort with any technology issue was offered. Undergraduate employee tasked with helping all members of the University with any IT needs. Hardware repair, software troubleshooting/instruction, and basic network troubleshooting made up the bulk of our work but best effort with any technology issue was offered.

Lab Assistant

• May 2012 - Aug 2012

-Assisted with setting up and maintaining field experiments on coastal marshlands -Tested and measured using a gas spectrometer the composition of samples acquired -Data documented and given initial analysis with Microsoft Excel functions -Assisted with setting up and maintaining field experiments on coastal marshlands -Tested and measured using a gas spectrometer the composition of samples acquired -Data documented and given initial analysis with Microsoft Excel functions