● Consolidated printed and handwritten documentation into a knowledge base and password manager.● Audited and fixed out-of-support and insecure configurations.● Assumed IT Administrator duties in addition to Network Administration.● Recovered an over-provisioned storage array.● Developed with the IT Director plans to replace aging infrastructure and prevent IT knowledge loss.● Assisted in reintegrating departments that had outsourced IT support.● Repaired misconfigured Veeam and Acronis backups.● Implemented hybrid Microsoft Active Directory with Azure AD/Entra.● Migrated hundreds of Exchange users to Microsoft 365 Exchange Online and unified Active Directory UPNs.● Installed and maintained primary and disaster recovery storage networks and VMware ESXi 8.0 hosts.● Migrated guest virtual machines and retired outdated hosts and storage.● Acted as a technical escalation point for IT Technicians.● Implemented isolated mobile Internet for election polling locations.● Established cloud-based backups and promoted Windows Server 2022 domain controllers.● Migrated hundreds of users to new domain controllers and demoted outdated servers.● Implemented Multi-Factor Authentication methods.● Redesigned the routing of the network to eliminate a single point of failure.

Access Systems Inc. Burlington, Iowa (Acquired J & S Electronic Business Systems Inc.)● Burlington infrastructure and responsibilities relocated to the Waukee, Iowa headquarters and staff.● Completing and scheduling service tickets and entering time and notes with ConnectWise Manage.● Adapting my schedule to work existing tickets and planning tickets received from the scheduling team.● Receiving escalations from the fully remote team and fulfilling on-site requests, if needed.● On the road coverage of Southeast Iowa, West Central Illinois, and Northeast Missouri.● Working in the Burlington office when I am not in the field and dispatching from home when it is efficient.● Gathering the data and photography of customer devices, networks, and software for assessments.● Troubleshooting network and device Active Directory domain connectivity issues including DHCP, DNS, and TCP/IP misconfigurations, network cable and hardware failures, rogue switches, and power outages.● Network firewall and switch management including, replacement, firmware backups, and upgrades.● On call rotation with a less than 30-minute acknowledgement time of network down alerts and keeping work laptop on hand for remote assistance.

Focus on Infrastructure (NOC) Team Position – J & S Electronic Business Systems, Inc. Burlington, Iowa● Accepted Infrastructure Team role to grow skills while keeping my existing responsibilities.● Resolving escalations or providing relevant training for technicians, including during on call rotations.● Monitoring and managing our internal VMware hosting infrastructure including confirming monthly billing. usage, spinning up virtual machines, tracking and allocating resource usage.● SonicWALL firewall management tasks including firmware backups and upgrades.● Backup and restoration of customer and internal data, using on premises and cloud methods.● Experienced with the Microsoft Office stand-alone products and suites and Microsoft 365 subscriptions.● Experienced with cPanel/WHM server management and webmail management hosted.● Maintaining Windows Server versions 2008 to 2019, and Exchange 2019.● Coordinating the planned and emergency server and network maintenance windows.Focus on Field Technician Position – J & S Electronic Business Systems, Inc. Burlington, Iowa● Daily use and troubleshooting of issues for Windows devices, with experience back to Windows 2000.● Gauging whether the reported issues can be resolved over the phone, remotely, or on-site.● Scheduling the remote and on-site support requests for customers’ software, devices, networks troubles.● Preparing, transporting, and migrating workstations and laptops for multiple customers weekly.● Preparing documentation for the sales team of a customer’s infrastructure for assessments.● Assisting the sales team in proposing solutions to our internal and customer challenges.● Driving and maintaining the cleanliness of company owned vehicles, including cargo vans.● Configured and troubleshooted and Microsoft 365 Apps on iOS, and Android mobile devices.

I received the promotion to the Team Lead position with SecurityCoverage based on my ability to efficiently handle my responsibilities and work in a leadership role. I am accountable for tracking the quality of technicians by performing quality checks on their calls and case notes daily, and monthly reviews to provide the bigger picture of their improvements and areas for growth.Other daily responsibilities I have include monitoring the technicians on my shift and assisting them with their questions and concerns. Watching over them involves tracking the progress of their long calls, managing lunches and breaks so we do not lose calls due to a low availability of technicians and coaching technicians when they need correction.On weekends I am responsible to complete a data analysis of the previous days call volume, service levels, average handle time, reported outages and staffing information.The e-mail programs that I support on customers’ computers include Microsoft Outlook 2013 and the Windows 8 Outlook.com mail client. I am versed in the uses of Windows Live Mail, Mozilla Thunderbird, Mac Mail, and Incredimail. Microsoft Office 2007 is my daily use mail client at work and home.I have also developed the skills to troubleshoot network connectivity issues on Windows XP, Vista, Windows 7 and 8, Mac OS/iOS, Ubuntu and Android devices.The scope of my position allows me the opportunity to train technicians in the proper troubleshooting of network issues and educate customers through the troubleshooting steps to aid in first call resolutions and possibly help them resolve issues without needed to call the support line in the future. My objective is to attain a position with a local company to provide their customers and staff with my expertise and knowledge and to continue to grow in to my desired career path as network technician within a company that shares my values of service and teamwork and earning further certifications to attest to my experience.

Supporting telecommunications providers by making technology easier for consumers to use.Maintaining my call quality, first call resolutions, and average call times in keeping with company standards.Recording cases for telecommunication providers to resolve escalations that were unable to be resolved with the customer on the phone, in chat or e-mail.Referring customers to internal company services for issues outside the support of the telecommunication providers.Voluntarily training coworkers and leading the team in absence of a Team Lead.