● Providing outstanding customer service to all of our customers● Managing tickets through Accelo● Using software like Logic Monitor and Solarwinds for monitoring of network devices● Escalation point for our customer requests (port change requests, i.e. tagging/untagging vlans, firewall rules, etc.)● Upgrading switch/firewall/WLC/AP firmware● Perform monthly health/optimization checks (check firmware, look for updated firmware, check for anomalies in event logs, link utilization, etc. and provide the findings to client and provide input on recommendations) on client network infrastructure (firewall, switching and wireless) mainly Cisco, Extreme and Meraki platforms● Maximizing customers network performance through ongoing monitoring, support, troubleshooting, and scheduling/performing system upgrades● Work closely with PS team on network projects (new installs, refreshes, etc.) - Configuration of new equipment and testing/. verifying those configs - Switch deployments, AP deployments, firewall deployments, etc.● Worked with vendors to troubleshoot and resolve issues that were out of Capital Data's hands● Collaborated with other internal teams (Server, VMware, Windows, Desktop, Help Desk, etc.) for project work and troubleshooting

● First line of support for 6,000+ end users, averaging around 25-30+ calls/tickets a day● Performing analysis/troubleshooting/resolution of hardware, software and network connectivity issues both remotely and on site, providing known solutions on a first-touch basis● Account management in Active Directory (password changes, account unlock, & updating user information)● Installation of software on end user machines and Citrix Workspace via SCCM● Documenting troubleshooting steps/knowledge base articles● Work with fellow team members, management, and escalation points to ensure the correct solutions are delivered

1. Work in teams to complete tasks assigned to us.2. Work in a solo setting completing my daily routine in a timely fashion. 3. Report to supervisor what we completed. 4. Help assist technology department by plugging in computers, IP phones, and document cameras when needed.

-Inventory and data entry in Microsoft Excel, Google Spreadsheets, and SysAid for asset management-Creating patch cables following TIA standards-Implementing Raspberry Pis as NTP servers which get their time via GPS, which then distribute synchronized time to devices on the network that don’t have internet connectivity-Configuration of Cisco and Extreme network switches-Fiber optic fusion splicing, testing and tracing-Helping with move old equipment and installation of new network equipment to a newly built data center-Assist with troubleshooting network issues, and providing a fast and efficient solution-Document steps on how to configure new devices or how to troubleshoot issues

-Providing customer support to staff -Troubleshooting school technology (Smart Boards, Projectors, Printers, Mac and Windows OS devices, email, etc.)-Inventory documentation-Network documentation -Migrating user desktop and data folders to new drive on the server (configuring file and folder security settings).-Managing users in AD (resetting passwords, changing password age)-Creating DHCP reservations in Windows Servers-Adding objects and creating groups in a Sonicwall NSA-Adding and removing devices from Cisco Meraki (also rolling out apps to iPads using VPP)-Cisco WLC (Updating AP criteria and connecting new APs to the controller)-Updating firmware on Cisco APs using SolarWinds TFTP server)-Configuring and deploying SEPM to end user devices

1. Worked in a group with each person having a different roll (i.e., register, pizza maker, dough roller and cutter, oven, and grill).2. Worked in a team where each team member had a different area and set of duties.3. Worked in very stressful environments. a. Time management skills were a must.4. Dealt with customer issues/complaints and resolved them as needed.

1. Worked in a team where each team member had a different area and set of duties (bedrooms, living room, office, bathrooms, etc.).2. Documented what we did at the customer's house.