• Manage/support any and all IT needs of over 50 local businesses with my team of 3. We support over 70 servers and over 1000 endpoints with a focus on teamwork and customer service.• Use MSP N-Central to manage systems, e-mail (Office 365), patches, workstation and server backups (Datto/MSP Backup), and proactively respond to alerts. On-site support and after-hours response as needed.• Create and maintain proper documentation for client networks, equipment, and common IT issues with resolutions using IT Glue.• Network and Firewall support (WatchGuard).• Respond to alerts and client reports of viruses/malware and address appropriately.• Use Autotask to manage customer issues and account for time.

• Provision user and application accounts for Mainframe, Windows, UNIX, Oracle, Teradata, Lotus Notes and a wide variety of applications. This includes: the creation, modification and deletion of accounts; account related problem troubleshooting; handling ad hoc account related requests; enforcement of data security policies and procedures.• Effectively manage work time and deliver a quality product on time. Work with supervisor to set priorities. Supervisor typically reviews work product or results after completion.• Develop strong communication and interpersonal skills, as well as good working relationships with a variety of other areas and departments.

• Assist railroad personnel with computer or telecommunications system questions or failures and work towards a timely problem resolution.• Provide excellent, customer-focused technical support to a large corporation with over 50,000 employees.• Consistently meet and exceed personal and group goals set by management.• Monitor critical computer and telecommunications systems and respond quickly with proper problem escalation.• Assist callers with PC hardware/software issues, host & distributed computer application availability, password security, network connectivity, and web technology.• Communicate effectively with users, technical staff, and vendors to quickly resolve issues.

• Level 2 IT Support: Troubleshoot and resolve a variety of complex hardware, software, and WAN/LAN/VPN issues.• Provide excellent, customer-focused technical support to over 4,700 end-users.• Build, test, and deploy new and used desktop/laptop computers.• Install and upgrade hardware and software systems while maintaining accurate documentation.• Communicate effectively with users, technical staff, and vendors to quickly resolve issues.• Maintain equipment inventory and prep outdated/non-deployable equipment for sale or disposal.• Train end-users, Service Desk personnel, and other team members.• Example Projects:- Involved in the migration of all company PCs and laptops to Windows 7. Some were installed individually, while others were provisioned remotely in large groups via LANDesk. I also provided follow-ups to ensure that all PCs were fully functional and the end-users were comfortable before listing them as complete.- Assisted in the deployment of LANDesk to remotely manage and inventory IT equipment throughout the company. I was involved in installed the agent on all PCs, remotely and manually, as well as administrating some aspects of the system.- Collaborated with others to deploy Pharos Blueprint Enterprise Print Asset Management software. As a cost-saving initiative, all desktop printers were replaced by large copiers with track and report printing costs. This currently saves the company approx. $100k per year.

• Provide excellent, customer-focused technical support to over 4,700 end-users.• Build, test, and deploy new and used desktop/laptop computers.• Install and upgrade hardware and software systems while maintaining accurate documentation.• Promoted to a full-time position after 6 months.

• Managed shifts of up to 10 people.• Opening/Closing• Inventory/Ordering