David Burnside Email & Phone Number

Youngstown, Oh, Us

United States

Youngstown-Warren Area

Youngstown, Ohio Area

As the Lead Technician for this office, I was responsible for the following:• Configuring the Remote Management System (RMM) Kaseya o Creating deployment packages for any new clients onboarded o Create Agent Procedures to deploy things such as Sophos AV, Admin Credentials o Maintain Software Management services for workstation patching• Using Autotask as our PSA for ticketing and project management• VoIP services, Jive was our platform of choice o… Show more As the Lead Technician for this office, I was responsible for the following:• Configuring the Remote Management System (RMM) Kaseya o Creating deployment packages for any new clients onboarded o Create Agent Procedures to deploy things such as Sophos AV, Admin Credentials o Maintain Software Management services for workstation patching• Using Autotask as our PSA for ticketing and project management• VoIP services, Jive was our platform of choice o Create dial plans that manage call flow o Deploy softphones and desk phones to use with services o Configure Admin services for user profile management• Sophos o Had to develop our cyber security profile o Receive certifications from Sophos for their training o Create new customers in the platform o Respond to any Security events that took place o Configure Policies within the system for deployed accounts• Datto o Deployed Backupify for O365 as a backup solution• Acronis o Used and tested as an additional backup endpoint solution• Unifi o Built a cloud hosted controller to serve current and future clients on the Unifi platform• Served as the technical lead for any customer meetings • Other time was spent continuously researching new solutions in the MSP space and how to further our Software Catalog Show less

Greater Pittsburgh Area

I am part of a Business Applications team within the IT&S department. The function of this team is to work with our internal departments, evaluate their business needs and processes, create projects as required, and follow them through implementation. We continue to act as liaison for each department so there is one point of contact for any technology requests. Other duties include:Netsuite AdminRightAnswers Knowledge Base AdminWordPress Site Administration

Pittsburgh, Pennsylvania

I am responsible for coordinating with the Project Manager on projects our department is engaged in. I assist with determining stakeholder requirements, functional, non-functional, and transition requirements. I prepare and analyze the required documentation to assist with project success to include but not limited to, Use Case Scenarios, Workflow Models, and Business Rules.

Pittsburgh, Pennsylvania

I am a Level 2 Service Desk Support Analyst responsible for fielding calls via telephone and email for our customers. I perform various forms of remote troubleshooting to resolve many varied technical issues. Attempt to educate customers whenever possible to increase their productivity.

I worked as part of an IT Helpdesk team. We administered help for Outlook mail issues, hardware issues, database administration, user account service connecting new devices/services to the network, and Microsoft Suite service support. My team was further responsible for troubleshooting any other requests that came to the helpdesk. We also managed control of our inventory for all items related to our service.

I have spent 10 years in the Hospitality Management industry and learned some amazing skills that will help guide me in any career I choose. I was able to lead as few as ten to as many as fifty employees through successful nights of business and guest interactions. I managed several order processes to retain and maintain proper product levels. I participated with inventory control programs, safety programs, and developed many of my own sales boosting morale contests.