● Oversaw the management and maintenance of the IT infrastructure for multiple clients, ensuring optimal performance, security, and reliability of servers, workstations, routers, switches, and other hardware components.● Designed and implemented computer networks for clients, configuring network devices like firewalls and switches to optimize network performance and enhance security.● Managed a team providing proactive systems, applications, and network device monitoring, promptly resolving issues and delivering exceptional help desk support for user concerns and technical problems.● Led the implementation of robust data backup solutions, regularly backing up clients' critical business data to secure offsite locations, and ensured efficient data recovery processes in case of system failures or disasters.● Devised and implemented comprehensive cybersecurity measures, including firewalls, antivirus software, and intrusion detection systems. Conducted regular security audits to protect client IT assets from cyber threats.● Managed client software deployment, license management, and updates/patches for systems and applications, ensuring software is up to date, secure, and properly licensed.● Acted as a strategic advisor to clients, aligning their IT infrastructure and technology initiatives with their business goals. Provided guidance on technology investments, IT budgeting, and long-term planning to drive operational efficiency and growth.● Ensured the delivery of top-tier managed services to clients, focusing on service improvement, cost-efficiency, and customer satisfaction.

● Evaluated, triaged, and resolved global inbound support requests, providing exceptional technical support through various channels, including in-person, Slack, Jira, email, and phone.● Participated in daily Zoom calls to provide support to staff and team mates, contributing to a collaborative and communicative team environment.● Maintained equipment asset management, configured new hire computers, and assisted with systems changes to ensure the smooth onboarding and offboarding of employees.● Helped automate onboarding and offboarding processes, streamlining and enhancing efficiency.● Created and updated IT helpdesk articles to improve "self-service" efforts and the internal IT knowledge base, demonstrating excellent writing skills and an ability to convey technical information in a user-friendly manner.● Stayed up-to-date with the latest technologies and best practices in IT support, security, and operations, showcasing a passion for learning and a commitment to continuous improvement.● Administered a variety of IT SaaS systems, including Okta, Jamf, Slack, Jira, Confluence, Google Apps, and Zoom, highlighting technical skills and expertise.● Juggled multiple priorities focused on providing stellar customer service, demonstrating strong organizational skills and an ability to prioritize tasks effectively.● Provided exceptional hands-on support, leveraging 15+ years of IT experience, troubleshooting skills, and the ability to diagnose previously unseen technical problems.

● Led the successful Windows 10 rollout for all West Coast systems, resulting in streamlined operations and increased productivity.● Collaborated with Global IT teams to optimize system build time, achieving a remarkable 90.3% time savings by reducing build time from 6 hours to just 35 minutes.● Demonstrated strong project management skills by meeting all project deadlines and providing support to Global IT to ensure successful completion of remaining deadlines.● Administered a wide range of IT systems including Active Directory, Microsoft Exchange, Mobile Device Management, Samanage, VM Horizon Client, VMware vSphere, Zoom, Box, and Avaya VOIP phone system, showcasing a deep understanding of complex IT infrastructure.● Contributed to infrastructure team efforts by assisting with installation and upgrades of networking routers, switches, AP, and firewall, as well as server hardware and software installation and setup.● Provided top-tier IT support to senior-level executives, including the CEO, ensuring optimal system functionality and user satisfaction.● Demonstrated a strong commitment to system health and performance by tracking metrics and publishing monthly reports, achieving a remarkable 99.99% uptime rate and ensuring optimal operations. Additionally, was available 24/7 for after-hours upgrades, troubleshooting, and on-call support.

● Demonstrated strong attention to detail by creating and maintaining comprehensive documentation related to servers, virtual hosts, network topologies, and configurations, resulting in improved security standards and successful achievement of SOC II compliance.● Developed and implemented company-wide policies and procedures for computer, internet, and email usage, ensuring compliance with industry standards and improving security and productivity across the organization.● Played a key role in implementing and administering the company's email system, utilizing Microsoft Exchange, Outlook, Outlook Web Access, Office 365, and virus and spam detection/prevention, resulting in improved communication and increased efficiency.● Took charge of the change control process for the Realpage Atlanta office, demonstrating strong organizational skills and attention to detail to ensure smooth and efficient operations.

● Demonstrated broad expertise in infrastructure services, including storage networking, operating systems, network systems, information security, directory services, server virtualization, system backup and restore, system and network monitoring, and application installation and configuration, ensuring optimal performance and functionality across all systems.● Successfully introduced, implemented, and administered company-wide communications/file sharing software, resulting in a significant improvement in communication and collaboration within and between departments, thereby boosting overall productivity and efficiency.● Provided top-tier IT tech support for clients while also supporting implementation, development, and sales, showcasing a strong understanding of complex IT systems and the ability to provide effective support to clients and colleagues alike.

● Successfully led all desktop support operations for a large team of 200+ employees, ensuring timely and efficient maintenance activities and handling all IT issues for all employees while maintaining up-to-date inventory records.● Implemented Smart Deploy Solutions, a disk imaging software that resulted in a significant 87.5% reduction in computer build-out time, expediting new hire build-out time from 2 days to just 4 hours and boosting overall productivity.● Expertly re-engineered and restructured active directory, group policy, and its administration, streamlining user permissions and improving access to critical software, libraries, databases, and other resources across multi-domain environments, thereby increasing efficiency and productivity.● Developed and implemented company-wide IT policies, resulting in a significant improvement in IT security, which helped protect the organization's sensitive data from unauthorized access and cyber threats.● Played a key role in implementing AdManager Plus, AdAudit Plus, and Desktop Central as an IT administration control software, enabling efficient and effective management of the organization's IT resources and infrastructure.

● Designed and implemented a Dell Repository Update tool that significantly improved hardware component update time on Dell non-legacy servers from 120 minutes to just 40 minutes, resulting in an impressive 67% time savings.● Built, installed, upgraded, and configured over 5000 machines, demonstrating excellent technical expertise and efficiency in managing large-scale IT projects.● Expertly troubleshooted and resolved advanced laptop, desktop, workstation, and server IT inquiries and issues, helping to ensure seamless operations and maximum uptime for critical systems.● Provided top-notch assistance to clients with configuration and installations for desktop and servers, ensuring smooth adoption and use of new technologies and software applications.● Skillfully designed and managed networks, servers, firewalls, and other critical IT infrastructure components, leveraging deep technical expertise and best practices to deliver optimal performance, security, and reliability.

● Successfully led and coached a high-performing team of three technicians to build, configure, and troubleshoot all IT and networking systems, demonstrating strong leadership skills and ability to effectively manage and motivate a team.● Collaborated closely with IT consultants, CIOs, and end-users to develop customized enterprise server and storage architecture solutions tailored to their unique needs and requirements, delivering highly effective solutions that improved performance, efficiency, and reliability.● Provided on-site support with configuring laptops, desktops, workstations, and servers, delivering high-quality service and support to end-users and ensuring smooth operations of critical IT systems.● Skillfully managed all tasks and projects related to IT services and operations, achieving a remarkable 72% improvement in productivity by implementing KPIs for technicians, creating an inventory system, and streamlining processes, leveraging deep technical and project management expertise to drive results.

● Collaborated with senior technician to design and implement VoIP, VRN, and firewall systems, and provided expert technical support to ensure optimal system performance.● Configured and maintained DVR systems, network switches, and cabling, ensuring smooth operation and connectivity across networks and devices.● Demonstrated excellent customer service skills and proficiency in ticketing systems, Citrix, and Microsoft Office to enhance customer satisfaction and resolve issues in a timely manner.● Troubleshot and resolved complex issues related to DVR and PC-based Network DVR systems, as well as connectivity issues for web browsers and mobile apps on Android, BlackBerry, and Apple devices.

● Proficient in web site administration and technical support, ensuring seamless website functionality and optimal user experience.● Experience in website development with HTML and CSS, with a focus on creating user-friendly and visually appealing interfaces.● Skilled in providing technical support to end users, resolving issues related to website functionality, web content, and web design.● Familiarity with various web technologies, including CMS platforms, web hosting, and web analytics.● Quick learner and highly adaptable to changing technologies and web trends.

● Provided leadership to a team to efficiently process critical documents, ensuring accuracy and completeness.● Successfully digitized essential documents, graphs, charts, and other materials for convenient access through a user-friendly database.