• Provided proactive monitoring on all data centers, customer network and system infrastructure, IPS security logging and DDOS events.• Reported and troubleshoot with ISP and telecom providers to resolve network outages.• Troubleshoot VMware, Windows, SQL, Exchange, Linux, Quest backup servers.• Provided support and management for war room conferencing for quick resolutions during critical down systems.• Detect, report and troubleshoot email filtering, spam, phishing, abuse and blacklisting/whitelisting• Performed daily datacenter facility checks to report air/water cooling, electric generator and security issues.• Provided end user/device support for various issues and requests (AD account, email, telephony, computer hardware, printer, mobile, network connectivity, software, etc)

•Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.•Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.•Performed troubleshooting on networking and connectivity issues to restore connections and network access.•Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.•Documented repair processes and helped streamline procedures for future technical support actions.•Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.•Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.•Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.•Responded to or escalated tickets based on severity and internal policies governing responses.•Handled customer service issues by providing guidance or escalating for advanced support.underlying principles of Networking and Systems Administration or equivalent work experience

•Customer service: Assisting customers with product selection, providing expert advice on Apple productsand services, and answering questions about product features, specifications, and pricing.• Technical support: Troubleshooting and resolving technical issues with Apple products, providing repairsand support as needed, and conducting training sessions for customers on various Apple products andservices, including software and hardware.• Sales: Operating POS systems, processing sales transactions accurately and efficiently, and maintainingaccurate inventory and sales records.• Customer engagement: Engaging with customers, building strong relationships, and delivering exceptionalcustomer experiences in accordance with Apple's standards and guidelines.• Cross-functional collaboration: Collaborating with other members of the store team, including managers,technicians, and specialists, to ensure the effective and efficient operation of the store