System Administrator/EngineerConfigure and operate email clients.Oversee day to day server and computer operations.Assist clients in determining what technology needs best suit their environment.Provide in person, over the phone support, and support through AutoTask.Install and maintain all systems like servers, computers, firewalls, networking equipment.Provide cybersecurity training via Webroot SATDay to day operations:Email: G Suite and Office 365Firewall: Fortigate, Sophos XG, SonicwallVPN: Forticlient, Sophos, Sonic Wall NetExtender, IPSEC, SSHServer: Windows 2008, 2012 R2, 2016, 2019Switches: Unifi, Cisco Meraki, DattoAnti-Virus: Webroot Endpoint, Sophos XRMM: Continuum, DattoAccess Points: Unifi, DattoComputer OS: Windows 10, Mac OSMobile: iPhone, AndroidVoIP systems: Avaya, Yealink, 3CXPrinters/Plotters: Xerox, Canon, HP, OceSoftware: AutoCAD Suite, AutoTurn, Dentrix, Cornerstone, Quickbooks, Sage, Bluebeam, Bentley, Sirona Dental, Office 365 Suite, Google Suite, Deltek, AutoTask, ITGlue, Webroot SAT, OneDrive, Sharepoint.

-Help Desk• Consults with new clients for what software best suits their current environment.• Informing end users and business clientele about cyber security best practices.• Uses Salesforce, Zendesk, and Atlassian JIRA for trouble tickets.• Provides support over the phone, via email, and via remote session via LogMeIn Rescue, Team Viewer, and ISL Premium Remote.• Operating system support for Mac OS X and Windows 7, 8, 10, and Server 2003, 2008, 2012, and 2016.• Additional support with Hyper-V and VMWare environments.-RMM Support• Provides support to MSP clients for Cloud based and On Premise RMM/SCCM tools.• Aids with patch management from configuration to deployment.• Assists in creating and setting up group policies for automation, antivirus, and various reporting.• Deploying mobile device managers for clients.• Deploying and configuring SQL databases.• Backing up, migrating, and restoring SQL databases between machines.-Antivirus Support• Provides Level 1 and Level 2 support for cloud based and on-premise antivirus solutions.• Installing and deploying Avast and AVG antivirus.• Repackages Mac dmg files for deployment in a Mac based environment.• Troubleshooting failed installations.• Configuring firewall rules for clients.• Reading logs for any issues with the software from devices not updating to certain threats being blocked.

· Internal help desk support· Inbound call center that takes 1,000-1,500 service calls daily· Assisting approximately 50 representatives in resolving customer order or system issues· Minor computer repair· Setting up new employee workstations and implementing new software· Supervisor Responsibilities:· Maintaining and creating Excel spreadsheets to track day-to-day operations· Placing and resolving trouble ticket orders· Helping to resolve and recover from system outages· Assisting representatives in resolving any order or system issues.

· Managing 30-40 team members· Assigning tasks and following up to ensure that everything was accomplished· Working to make our performance goals, especially ensuring that we achieved at least 97% order accuracy· Handling difficult guest interactions, both in person and on the phone· Performing accounting functions of the job such as counting down registers, accessing the safe, and imputing information on the computer· Keeping track of labor numbers to keep our costs between 16-19% of our daily revenue, while still ensuring an attentive guest experience· Training and managing young team members with little to no prior experience· Training new leaders in the accounting and management functions of the job