• Responsible for the management of hardware, network, virtualization, and storage layers with a focus on automation and disaster recovery as well as myriad of different services in support of company operations.• Designed and implemented highly available multi-site server topologies, including, both, synchronous and asynchronous storage replication utilizing ZFS and iSCSI technologies.• Worked alongside Network Operations team to develop highly available networking infrastructure, leveraging MPLS, BGP, and EVPN protocols to implement redundant gateways in support of multi-site server deployments.• Conducted system upgrades, patches, and security enhancements on Linux servers, adhering to best practices, regulatory guidelines, and change management processes to minimize downtime and security risks.

• Spearheaded the establishment of the IT department from inception, developing policies, procedures, and infrastructure to support company operations.• Introduced Microsoft 365, leading the planning, implementation, and migration of our previous email system to Exchange Online.• Configured mobile device management tools such as Intune to manage application and configuration policy deployments for all company PCs and mobile devices.• Provided training and support to employees on Microsoft 365 applications, creating user guides, and offering ongoing assistance to promote adoption and maximize the benefits of the platform.• Setup security features utilizing conditional access policies within Microsoft Entra ID, including multi-factor authentication, privileged access workstations, and standard Windows compliance checks.• Created and implemented a custom SIEM using Graylog, Winlogbeat, and standardized Sysmon configurations to pull select Windows events securely across hundreds of assets.

• Designed, configured, and implemented enterprise customer networks, including management of client & site-to-site VPNs, routing, switching, firewalls, and access points.• Provided technical support and assistance to customers and internal teams, resolving connectivity issues, network outages, and other network-related problems in a timely manner.• Contributed to the development and maintenance of network documentation, including network diagrams, configuration files, and standard operating procedures.• Spearheaded initial implementation of our residential customer router program, creating standardized router configurations and utilizing TR-069 specification to provide automatic firmware management.• Assisted in management of internal LAN firewall appliances using technologies such as pfSense, BGP, CARP, and XMLRPC with pfsync for state synchronization between two appliances.• Worked alongside senior engineers to configure and maintain core and distribution routers and switches.

• Responsible for elevated technical support by providing post-triage troubleshooting and resolution for complex internet and service related issues.• Acted as a mentor and resource for Tier 1 Technicians, providing guidance, training, and assistance in handling challenging customer cases.• Demonstrated exceptional communication skills in interacting with both technical and non-technical stakeholders, including customers, peers, and management, to convey complex technical concepts in an understandable manner.• Effectively managed and prioritized a high volume of incoming support requests to ensure timely resolution and customer satisfaction.

• Proficient in troubleshooting and resolving technical issues related to internet connectivity, network configuration, and hardware/software problems.• Demonstrated ability to provide exceptional customer service in a fast-paced call center environment.• Accurately documented customer interactions, technical solutions, and resolutions in accordance with company protocols.

• Researched new technologies, included but not limited to Windows Deployment Services, Microsoft Deployment Toolkit, BitLocker Administration and Monitoring, and Windows 2012 R2 Print Services.• Provided reports to team for what each service could offer the department and, once approval was received, I completed setup, configuration, documentation, and training on solutions.• Supported IT department in day to day tasks, such as maintaining and creating new Group Policy Objects for Windows 10 and continued Active Directory maintenance.• Completed SharePoint 2013 web part configuration and testing, as well as user documentation.• Configured various network devices, including layer two switches.

• Provided on-site, off-site, and remote support to employees.• Assisted IT Manager in the maintenance of Active Directory domain, including management of Group Policies, software deployments, user accounts, and file shares.• Maintained and updated inventory database.• Created and promulgated user tutorials and other educational material to help employees use electronic devices under the IT umbrella—including tablets, phones, and desktop computers, as well as software and online services.