Ben W. Email & Phone Number

Richardson, Texas, United States

Project Manager, Cloud Service Engineer and Tier 3 Escalation, August 2022 – Current (Position different from presented) Provided MSP clients with expertise in cloud technologies (Azure, Intune, MFA), VMware administration, Office 365/Exchange management, and high-level operational support for servers, storage, and network infrastructures, Azure deployment, infrastructure changes, data backup and recovery, software upgrades, and network configurations. Managed a diverse range of environments and systems using RMM Datto and ConnectWise, providing Tier 1-3 escalation support, offering technical guidance, and overseeing projects related to upgrades, on-boarding, off-boarding, and networking as an advisor to the Technical Account Managers

Plano, Texas, United States

AIMBRIDGE HOSPITALITY, Plano, TXIT Infrastructure Manager, March 2022 – June 2022 (Reason for departure: contract fill-in)In charge of the maintenance and monitoring of the Aimbridge Corporate IT Enterprise Infrastructure, including corporate headquarters, colocation data centers and cloud-based hosting centers. Responsible for continually improving IT Infrastructure standards, policies, processes, and procedures for the Enterprise and ensuring the availability, integrity and security for all servers and networking resources that the Enterprise relies onThe primary point of contact for network management and issue resolutionCollaborated with network management partners in resolving network related issues, network maintenance, and network architecture decisionsProvide level 2 & 3 support 24 hours per day, 7 days a week for all technologies including but not limited to: Network Support (Corporate Office Space, hosting centers and cloud); Firewalls/IP Load Balancing/Virtual Private Networking/Intrusion Detection; Remote access through tools such Citrix Terminal Services and VPN; User Access Control Systems (Active Directory, Okta, Duo); Desktop/Laptop/Device Support; Antivirus & Patch management; Microsoft Azure Resources; VMWare Virtual Servers; Microsoft Windows Servers; Backups; Office 365 Support (Exchange, SharePoint, OneDrive, Teams, etc.); Storage support (EMC SAN/Clarion)

Clearwater, Florida, United States

Delegating and directing service tickets with Service Now, monitoring the progress of current projects, and managing IT service team members to ensure the team's objectives and SLA goals are met.Handling customer concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.Setting up and maintaining a service desk and evaluating its efficiency.Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.Monitoring department issues and client complaints to create methods to lessen recurring issues.Auditing service team work to ensure the company's high standards, efficiency, and productivity goals are met.Helping to train new employees in company procedures.Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

Largo, Florida

EFX CORP / IRMS /DOMUSME, LARGO, FLIT INFRASTRUCTURE MANAGER & SR. SYSTEM ADMINISTRATOR, 2019 - 2020• Overseeing all infrastructure operations, including managing IT staff, for the three business entities on-premise, at data centers, and on Azure cloud.• Managed ACH, RPO, and EFX product migration project from VMware to Azure cloud. • Planned, arranged and facilitated mentoring activities, including personal mentoring, for Help Desk to improve technical skills and to facilitate positive engagement between the IT department and the end-users.• Vendor management including vendor selection and project plan negotiation/management.• Managed cost through collaborating with finance, performing cost analysis, and continually cultivating vendor relationships including placing precise orders and following best payment practices.• Identify the need for upgrades, configurations or new systems to ensure functionality and efficiency.

Tampa/St. Petersburg, Florida Area

• Overseeing all technology operations and evaluating them according to established goals for the three business entities, including overall planning, organizing, and execution of all IT functions. (on-prem and Azure)• Azure administration (infrastructure/network/security): Exchange, Office 365, user account management using AD, backups, alerts.• Control department budget and report on expenditures.• Identify the need for upgrades, configurations, or new systems to ensure functionality and efficiency (e.g., Infor VISUAL ERP, networking & server equipment).• Assist in building relationships with vendors and acquiring cost-efficient services.• Maintain existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.Servers:Windows (2003, 2008, 2012 and 2016) serversVMWare ESXI 5.5, ESXI 6.5QNAP NASSecurity: SonicWall administration Barracuda e-mail security/archive administrationWebroot administrationOther: Unifi AP adminPrinter adminAV techVPNSecurity cameras adminWebsite adminGoogle Enterprise adminInfor Visual Enterprise Resource Planning (ERP) admin/reportingVeeam Disaster RecoveryCrashPlanGoverlan adminEaseus (todo backup, data recovery, partition master)NEC sv8100 admin

Port Angeles

• Managed multiple implementation projects with competing priorities.• Initiated multiple technical projects that improved performance and business functionality.• Installed and managed a suite of bare bone and virtual servers (VMWare ESX5.5, Windows server 2003, 2008 and 2012, Dell Servers, Dell SAN 4100/6100) to guarantee uninterrupted production.• Responsible for facilities management – physical IT environment (power, UPS, environmental assessment, etc.)• Provided business requirements analysis to reduce licensing and maintenance costs. Managed all licensing requirements. • In charge of IT operations control (console management, batch jobs, backup/restore, print management, maintenance activities).• Diagnosed and resolved network (WAN/LAN/WIFI/Firewall/VPN), server and workstation issues. • PI (Plant Information) System Administration - tag and system configuration, management tasks and troubleshooting procedures.• Analyzed existing architecture as well as integrated new systems while ensuring compatibility with existing systems.• Responsible for team resource planning. • Ensured security including security updates (WSUS).• Responsible for IT Department ISO 14001 compliance. • Managed disaster recovery.• Provided Tier I, II and III helpdesk support using Service Now.• Developed technical processes and created technical manuals.• Managed device Management (MDM) (MobileIron), iPhone, iPads, Android smart phones, Samsung, Motorola and Blackberry • Consulted regularly with vendors and internal/external customers on project status, cost reduction, proposals, requisitions and vendor payments to promote good company/client relationships.• Managed company internal and external websites.• Solely responsible for security and production cameras (24/7/365) to ensure uninterrupted CoGeneration power facility monitoring. • Microsoft Office 2003 -2016• Polycom Visual Calling Solutions

Cmit Solutions

Concurrent freelance work. Field Technician for managed service for small to medium sized business.

1245 E Buckeye Rd Phoenix 85034

• 12+ years’ experience in supporting customer-facing technologies.• Substantially increased productivity with the number of successfully completed helpdesk tickets (Service Now) after assuming the Tier 2 RPS Supervisor position. • Increased customer service efficiency by ensuring that each team member received appropriate working tools and guidance. Established consistent processes and strong sense of accountability among the team members.• Demonstrated solid dedication and a strong work ethics; developed a team-oriented environment that ensured continued productivity coinciding with organizational growth and development.administration/maintenance/troubleshooting of Active Directories/Group Policies/SharePoint 2012/Microsoft Exchange 2010for various campuses. • Managed a wide variety of systems to ensure continual performance and availability to users (upward of 2,000 local and 600 wireless users over multiple campuses).• Managed multiple implementation projects with competing priorities.• Diagnosed and resolved network (WAN/LAN/WIFI/Firewall/VPN/VLAN), server and workstation issues. • Installed and managed a suite of bare bone and virtual servers (VMWare ESX5.5, Windows server 2003, 2008 and 2012, Lync 2008 and 2013, Dell Servers) to guarantee availability.• IT operations control (console management, batch jobs, backup/restore, print management, maintenance activities).• Responsible for team resource planning. • Ensured security including security updates (WSUS).• Managed disaster recovery.• Developed technical processes and created technical manuals.• Managed phone system - Avaya, Aastra, SNOM, NEC.• Audio-visual equipment implementations, management and troubleshooting.• Goggle business solutions proficient.• Prepared technical manuals and documentation.• Install, maintain and update AV equipment.• Apple, MAC laptop and desktops• Microsoft Office Suite (including Lync) 2003 -2016

Bachelor Of Science In Information Technology, Concentration In Business Systems Analysis, Gpa: 3.27

Activities and Societies: ITIL IEEEGraduation: November of 2013.

Ccsp, Certified Cloud Security Professional.

Fully studied and took the CCSP test. Including but not limited to IaaS, SaaS, PaaS, IDS/IPS, NIDS, HIDS, DLP technologies. ISO /IEC.