• Assisted IT Director with first-time Managed Services roll-out to increase service offerings. Onboarded 5 clients in the first year including the largest employer in the county. • Provided senior support for primary client with over 400 seats to ensure timely resolution of issues and maximum uptime.• Worked with business leaders, vendors, and technical teams on core projects to understand and document networks & systems, usage, and functionality. Also provided consultation services by advising clients on IT & Networking requirements.• Increased security posture and business continuity through audit completion, user access management, deployment of security tools, and consulting clients on best practices. • Helped clients improve security posture and obtain PCI compliance by segregating networks with VLANs and establishing firewall policies. • Configured and deployed the first Scale server and disaster recovery system at multiple companies to provide a modern, flexible solution and decrease operational costs by $8,000 per month.• Coordinated and led project efforts including configuring, deploying, and migrating over 100 workstations in under 2 months to replace legacy systems. • Uplifted entire client infrastructure and applications to modern systems. Included rebuilding networking spaces and replacing network infrastructure such as switches, firewalls, and Mitel phone system.• Led, coordinated, and executed primary line of business software deployment including the associated servers and terminals. • Vetted and onboarded new vendors including the first VOIP provider for the ISP to increase revenue. Tested and configured new equipment for the organization and created detailed documentation for technicians. • Assisted with deploying eight new fiber locations by provisioning hardware and supporting on-site technicians during installations.

• Managed service desk team to ensure timely resolution of client issues.• Helped increase ticket resolution to over 150 per week, increased weekly ticket kill rate to over 100%, decreased average open ticket count from over 200 to 40, and worked with team to ensure consistent customer satisfaction rate.• Developed department procedures, processes, and workflows.• Led emergency incident response and resolution. • Acted as primary escalation point for troubleshooting advanced network or systems issues while mentoring junior staff and communicating effectively to clients as lead of service desk department. • Trained and mentored staff on network and systems administration principles ranging from printing issues to permissions and security practices. • Worked with a variety of technologies, platforms, and applications for over 100 clients in varying industries. Included engineering, deployment, troubleshooting, and maintenance.• Completed projects on time and under budget while ensuring client timelines and satisfaction were met.• Implemented server upgrades for over 5 clients to significantly improve technology experience and security as well as operational efficiency. • Designed and replaced or reconfigured problematic single and multi-site networks by troubleshooting, discussing issues directly with clients to identify pain points, engineering cost-effective and efficient solutions, and implementing in a timely manner. • Stabilized and expanded client networks by fine-tuning or re-creating file servers, terminal servers, file/print servers, domain controllers, and corrected active directory entries and group policies. • Facilitated Exchange to Office 365 migrations. • Maintained Azure AD, domain controllers, file shares, and RDS servers.

• Installed, tested, and troubleshot broadband services.• Installed and repaired networking products.• Educated customers regarding use of installed products.• Determined customer needs and suggested upgrades as necessary.• Diagnosed and repaired equipment or services to ensure quality of broadband services.• Completed work orders and other pertinent documentation.