Andrew D Boyce Email & Phone Number

Columbia, South Carolina, Us

• Primary escalation point for technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff• Work directly with System Engineers and Network Administrators to diagnose higher level issues and future systems.• Use Cisco Meraki to troubleshoot layer 1 and layer 2 network issues.• Diagnose and troubleshoot wireless, switching, phone and other various network-related issues reported by users.• Own each networking issue through the process from initial creation to resolution.• Collaborate with other Support team members to fix network outages, misconfigurations, and complex networking issues of user’s devices.• Work with Engineering and Management to diagnose and resolve critical escalated issues.• Use acquired knowledge to suggest, edit and write in-depth Knowledge Base articles.• Manage User Accounts and Devices through Active Directory and MECM.• Manage and image endpoints through MECM.• Collaborate with IT Management, Server Admins, Network Engineers, System Admins, Software Developers, IT Procurement and Endpoint Managers to complete projects.• Provide technical expertise, training, infrastructure support, and consulting to all DSS users in both the state office and all county offices statewide. Types of support include wide area network functions, local area network functions, office automation and personal computer hardware and software, telecommunications, mission critical application support, data backup, recovery, and troubleshooting. • Work with lead technician for the region to analyze problems and resolve or document and forward to appropriate technical or project staff for resolution.• Participate in evaluations of equipment and software packages and development of recommendations on technical solutions that meet the needs of users and the technical environment. Conducts post-installation studies and evaluations for the regions.

Moncks Corner, South Carolina, Us

Jira Administration.Analyze and research the Help Desk operations, unexpected results or process flaws and recommend solutions or alternate methods to meet SLA requirements.Create, analyze, update, and close user tickets in the Jira Service Management portal.Active Directory Management.Troubleshoot LAN and WAN issues based upon the OSI model.Systems Administrator of Windows 10 environment.Create Knowledge-based articles for Users.Terminal Server Management for Thin Clients.Train field technicians on Help Desk processes. Create tehnical articles for the IT Department.Enter DHCP reservations on Linux Server.WinPak Key card access server management.Account set up for on boarding.Ivanti end point manager and remote support.

Charleston, Sc, Us

• Configure standard VLANs on ports.• Troubleshoot Layer 1 connectivity issues.• Support and test LANs, VLANs, 802.11 wireless networks, VPNs, and NAT devices.• Resolve network related Help Desk tickets.• Troubleshoot networking, routing, and internet connectivity issues, including troubleshooting of network device configuration and low-level application interaction.• Troubleshoot cabling infrastructure connectivity issues, including patch panels and patch cords.• Install Cisco IP phones.• Terminate cat6 cable.• Use Fluke cable Tester to troubleshoot resolve network issues.• Install Cisco k9 wireless access points.• Use tone tester and loopback plugs to resolve network issues.• Troubleshoot and resolve LAN issues in Cisco 2960cx, 2960, 4510, 9200L, and 3560 switches.• Configure 802.1x in new Cisco 9200 Switches.• Install switches, UPS, and Patch Panels in Data closets.• Manage all aspects of small projects throughout the development lifecycle, including project scope, schedule, resources, quality, costs, and change.• Review project deliverables for accuracy, and apprise management of risks, issues, and recommended mitigations.• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets.

Charleston, Sc, Us

• Troubleshot and resolved Tier 1 and 2 level issues within a variety of commercial business applications including Elluian, Brightspace D2L, Respondus Lock Down Browser, Cisco Webex, the Faculty/Staff/Student portal, Active Directory (AD), etc.• Network support of LAN and WAN.• Scheduled team members for projects and support tickets.• Effectively communicated with end-users via telephone, email and chat to ensure excellent service was provided.• Advised management of potential risks that may have impact on customer base and operating environment.• Promoted end-user satisfaction in adherence to established performance metrics.• Maintained entries in ConnectWise that accurately reported daily activities.• Created, analyzed, updated, and closed customer tickets in TrakIT ticketing portal for every call answered and according to defined ticket compliance requirements.• Managed group policy, MFA and user account management in Microsoft Azure Active Directory.• Mapped network drives and printers.• Troubleshot and resolved Cisco Any connect VPN issues.• Scanned, quarantined, and removed adware, malware, and viruses with Cisco Endpoint Security.

North Charleston, South Carolina, Us

• Troubleshot, Diagnosed, installed, and repaired hardware, software, and firmware for Windows 10 devices.• Network support of LAN and WAN.• Desktop support at Client locations.• Performed basic Cisco Meraki switching and routing.• Resolved basic VPN issues within Cisco Meraki.• Provided client support and technical issue resolution to all end users. • Supported desktop applications, mobile devices, collaboration, and productivity infrastructure. • Supported Windows laptops, Windows desktops, Microsoft Surface Pros, Android phones and tablets, iPads, Mac books and chromebooks.• Met professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner.• Scheduled team members for projects and support tickets.• Maintained and enforced windows active directory domain joining policies of the managed enterprise desktop deployment.• Performed Break-Fix repairs at Client’s sites and at local office.• Imaged PCs for new users.

• Planned, implemented and evaluated all digital marketing strategies, including but not limited to; email content messaging, sending engines, CRM, email automations, video marketing, social media ads, followers, influencers and ecommerce.• Set monthly, quarterly, yearly goal and evaluated the performance of all digital channels against targets.• Maintained and updated content messaging, company web site, company social media accounts, CRM management, blogs, and any other online presence that represents the company.• Continuously communicated with all departments, including Sales and Business Development to obtain feedback, suggestions, etc. to implement improvements to marketing strategy and tactics.• Utilized lead generation software to engage with clients.• Monitored digital media analytics across all online channels.

Associate Of Applied Science - As, Network Systems Management

Master Of Business Administration (M.B.A.), Marketing

Bachelor Of Arts (B.A.), History