Client Service Technician - Bluerock Technologies - March 2022 to Present Managed 40+ Clients through Service Desk. Administered Office 365 Environment for a large non-profit organization of nearly 2000 users. Utilizing the PRTG monitoring system, reviewed 5000+ devices for disk space, services, and uptime. Managed asset inventory and lifecycle through ConnectWise Manage for 6,000+ devices. Created and administered Azure Remote Desktop Services environment serving hundreds of users. Physical and Cloud Backup System Management (Carbonite, Backup Exec, Veeam, Barracuda) Transported and secured daily and weekly backup tape rotations for clients using Backup Exec. Worked hand in hand with multiple applications and equipment vendors to troubleshoot EDI and ERP problems for auto part and manufacturing corporations. (Epicor, Macola) Troubleshot database application issues for small to medium size businesses as well as upgrading financial applications with the vendor. (Galaxy, QuickBooks, and Sage) Implemented Cisco Meraki network design including deployment of devices, monitoring via the management portal and performed routine updates and maintenance. Performed daily security vulnerability reviews for 40+ clients using Microsoft Lighthouse. Addressed emergency situations including server down/unresponsive, virus intrusion, disaster/backup recovery, phone system failure, spam filter issues, and remote connectivity.

As a System Administrator for Matco Tools, I was responsible for managing the Helpdesk Line, and assisted local onsite, and offsite employees with various technical issues. These issues ranged from ADUC Management, Windows troubleshooting, Network Connectivity, Cisco VPN and CIPC Management, as well as APP Specific Installation and Management. Matco utilizes an AS400 deployment of IBM IQS for their business. I was responsible for assisting users with issues using the system as well as the Robot, and scheduling of tasks managed by the AS400 System. I also worked within O365, Managing installations and troubleshooting application issues. I participated in Malware remediation and Endpoint Security Maintenance and Management. I was also part of the new/replacement PC/Laptop Deployment project. The project included setting up new and replacement, and User Data Migration for PCs/Laptops for users across the US.

My duties as the Onsite Client Service Technician at innovative Network Solutions/ NeverBlue IT included being responsible for managing my clients entire IT Infrastructure. A few of my responsibilities included handling day to day requests like new user adds or changes in permissions for users on the network, and addressing equipment or user interaction issues. I was also involved in wiring new locations, installing and managing phone systems, PCs, Servers, and networking equipment. I was charged with addressing any issue that arose, as well as being available and ready to address any emergencies. Some of these emergencies included Virus Intrusion, which lead to data lost, but with proper backup retention, recovery was available. Hardware Failures and replacements required quick action and great detail to the network’s configuration. I managed locations upgrades to Win10 as well as new application rollouts where I was depended on in working with multiple vendors to assure my client’s needs were met.

Client Service Experience• Managed 30+ Clients. ( MultiQuip, Fox Racing, Life Is Good, First Recovery Group, etc )• Advocated for my clients within my Company, to assure needs were properly addressed.• Advocated for my company with the client to assure internal initiatives were achieved.• Handled day to day requests, as well as provided resource planning and execution for larger projects.• Projects ranged from simple space additions, new server builds, to device installations at multiple sites.• Fundamental understanding of the legal ramifications and technical requirements of requests.• Coordinate activities between multiple Operational Teams within the Organization.

As a Sales Administrator, I was responsible for bridging the gap between Salesman and Engineer. I worked closely with Environment Developers and Engineers to make sure proper setup of the clients environment was included in the contracts. This involved a wide understanding of the IT infrastructure needed for our clients, as well as a fundamental understanding of the working order of the contract and its stipulations. In this position I worked with the Legal and Accounting Departments to make sure all contracts were approved and properly worded for legal standing and accounting purposes. i also worked closely with the Executive Team at Secure-24, managing expenses, and coordinating company events.