Trained and Assisted Tier I colleague’s on how to troubleshoot and resolve technical and non-technical issues. While working on escalated tickets from Tier I colleague’s and working with clients directly over the phone, email, and ConnectWise ticketing system. Also performed minor consulting work for 3i International by stream-lining their service desk phone system as well as stream-lining their client’s issues; (i.e., creating bash/batch scripts to automate their QuickBooks software and thus mitigating down time by 90%) Also worked a variety of security related issues on client’s hybrid Microsoft 365 exchange systems as well as security consulting with their clients POC and stake holders. Created a plethora of ideas to resolve and mitigate internal/external issues. Worked closely with the projects team as well as the account manager to maintain client satisfaction and build a rapport with clients to ensure SLA is met, maintained, and renewed.

Stream Lined the entire Help Desk tickets by cutting all ticket time in half as well as designing a knowledge base for the entire service desk team via Jira ticketing system. Administrator over the following server and online tools such as Active Directory, Office-365, Azure, Jira, Adobe, App-River, BOX, Docu-Sign, Git-Hub, Jump-Cloud, Lucid-Charts, S-Fax, Smart-Sheets, Proof Point, Talk-Desk, Zoom, VMware, etc. Supported users via phone, email, and ticketing system. Administrated Espresso Ai ticketing software. Supported users both remotely and physically in an environment that uses 45% MAC, 45% Windows, and 10% Linux. Aside from keeping the ticket queue from having any tickets in it I also worked on any IT projects I volunteered for as well as what my managers requested.

Creating and responding to phone calls, emails, and network tickets via our internal ticketing system, email, but 90% over the phone. Troubleshooting via remote software such as Team Viewer and Lab-Tech. Trouble shooting issues in DHCP, DNS, VPN, DC, GP, AD, EMC, SMTP, Office 365 and some Share-Point exposure. Monitoring and repairing various backups such as Datto, iDrive, Symantec Backup, VMware, etc. Experience with several Operating Systems such as Windows XP, 7, 8, 10, Server 2003, 2008, 2008 R2, 2012, Red Hat, Fedora, Debian, Ubuntu, Xubuntu, CentOS, Kali, OpenSUSE, VMware and various other distributions.

Creating and responding to phone calls, emails, and network tickets via our internal ticketing system. Troubleshooting via remote software such as Team Viewer and Lab-Tech for various issues. Updating group policy to allow or deny software for end users. Creating and removing users in active directory as well as configuring distribution groups, configuring and troubleshooting VPN issues and installing VPN software. Troubleshooting network related issues such as DNS. Migrating local exchange to Office365. Monitoring and repairing various backups such as Datto, iDrive, Symantec Backup, etc. Physically repairing and upgrading hardware and software for PC’s and Servers in our lab. Scheduling technicians on site if and only if the issue is unable to be completed remotely. Adhering to and managing the on call emergency after hour schedule.

Provided outstanding customer service, Create and respond to network tickets via Connect-wise ticketing system, documenting detailed notes pertaining to network tickets. Troubleshooting via remote software such as Lab-Tech for various issues. Monitoring and repairing backups. Performing monthly infrastructure quality checks for various clients. Troubleshooting Wi-Fi and Ruckus access points as well as various other makes of access points. Physically reformatting, configuring, repairing, and upgrading hardware, software, for PC’s and Servers in our Tech Bench Lab. Communicating with on-site technicians and assisting with dispatching technicians as well as insuring they are prepared for issues before going on site. Training and assisting new coworkers with problems and specific process’s. Updating our internal knowledge base. Being a team player and sharing knowledge with coworkers.

Provided outstanding customer service and tier 1 and 2 technical support. Orchestrated troubleshooting, installation, administration and upgrades to all servers, routers, switches, desktops, laptops, printers, software, hardware and firmware. Troubleshooting Allworx VOIP phone and network issues as well as VIDYO (video conferencing software) issues. Physically and remotely troubleshooting via remote software such as Lab tech for various issues including various versions of Microsoft OS related issues, Microsoft Office, and third party software issues. Cleaning and repairing all forms of Viruses and Mal-ware. Recovering and changing Windows user credentials. Installing and configuring operating systems and commonly used software as well as email, and various Microsoft office versions. Creating VPN sessions, mapping network drives. Creating and deploying Ghost images and transferring data to NAS servers. Migrating important documents and Ghost images to new client PC’s. Documenting in detail notes pertaining to network tickets as well as travel expenses. Creating, responding, and resolving tickets. Forging well-built relationships with clients and insuring future relationships.

Front line support via live chat and telephones. Multitasking by assisting multiple customers simultaneously via telephone and live chat. Troubleshooting, configuring, and knowledge of the front end of cPanel (Control Panel) and WHM (Web Hosting Manager). Troubleshooting common web page errors such as 400, 401, 403, 404, and 500 errors (internal server errors) via the apache error log. Configuring and troubleshooting Email, FTP, and DNS issues. Troubleshooting database errors and assisting clients in regaining access after being locked out via phpMyAdmin and MySQL. Configuring and troubleshooting Wordpress and WYSIWYG editor issues. Moderate knowledge of bash scripting. Troubleshooting a variety of technical and non technical issues.

Rebooting machines, Attaching KVM (Keyboard Video Mouse), configure login credentials for KVM. Remote support, install operating systems, hardware troubleshooting. Software troubleshooting. Build racks. Physically install servers to racks. Retune DAC-860 tuners, sign in/out clients. Ensure data center, cabinets, and racks are secure. Setup crash carts, create and respond to network tickets, respond to client emails and phone calls regarding troubleshooting and frequently asked questions. Monitor network traffic, attacks, spikes, and outages. Perform null routes/black holes. Change cards for NTT Communications in a POP/Meet Me Room. Monitor HVAC systems, troubleshoot HVAC hardware issues, create and update map of data center in Microsoft VISIO. Cable management, monitor security cameras, clean data center and NOC.

PXE (Pre Executable Environment) or Pixie boot servers for clients, set up default configurations for Proliant Blade Servers, initialize mass storage racks; run test software to ensure quality of product on racks via Meat Grinder Software. Troubleshoot problems with servers, hard drives, and various hardware issues. Capture data from racks and fellow test engineers ensuring products may be moved to next level testing e.g. WIP or HIPOT (work in progress & high power on test). Email and collaborate with clients to ensure product satisfaction is met. Ensure product quality for clients such as Facebook, Electronic Arts, Halliburton, Department Of Defense, Ivy League Schools, etc.

Run cat5 cable in plenum, walls, ceilings, D marks and nodes. Terminated cat5 cable, install biscuits, wall mounts and MPLS’s. Set up Wifi routers and configure security. Install Mitel 3000 communications system, and Toshiba IPT2020 phones. Some experience with SysAid a suite of web-based IT software tools.

Demonstrate sense of urgency in busy call center environments, Possess exceptional ability to build productive relationships Resolve complex issues and win customer loyalty, Demonstrate outstanding problem solving and active listening skills - able to diffuse difficult customer situations with tact and ease, Acknowledged for unwavering commitment to providing exceptional customer service, Responsible for trouble shooting cellular phones on the Sprint together with Nextel cellular network. Including signal loss, push to talk feature, SMS and MMS messages, and internet capabilities