Senior support engineer that investigates root causes of support tickets. Resolves tickets involving interdisciplinary teams.Configuring solutions from the following vendors: Fortinet, Ruckus, Mitel, 8x8, DUO, Cisco, among many others.Performs quarterly network audits to ensure client’s PCI and security compliance.

Implemented monthly auditing to assess PCI Compliance and security risks, document assets, improve network security and observe trends. Improved IT department customer service by implementing KPI’s and regular user experience surveys.Instituted employee development plans to improve customer service time to resolution and increase employee retention.

Managed and provided superior, efficient, reliable and efficiency focused network with four domains, 35 servers, 370 clients, and Core Aggregate Meraki MS425 Layer 3 Switch Pair. This enabled network visibility to remove bottlenecks and decreased the time required to solve connectivity issues.Troubleshot Microsoft Dynamics NAV ERP to keep production running efficiently.Configured 30 Cisco SG550XG 48-Port PoE Switch Stack, including 24 VLANs, DHCP Snooping, QOS, RSTP, and Port Security.Installed WatchGuard Firebox M470 Firewall in High Availability Stack which enabled managed policies, Single Sign On, Deep Packet Inspection, Branch Office/SD-WAN and Mobile VPN Users.Mapped, planned, and installed 30 Wireless Access Points plus additional access points for WIPS, Wireless Intrusion and Prevention System. This improved connectivity across the plant for hand-held inventory devices, automated guided inventory carts and PLC monitoring modules.Managed a hybrid Microsoft Exchange/Office 365 Email with regular security awareness phishing campaigns.Installed a new VoIP Phone system with new Headsets, Desk Phones, VoIP cordless phones, door access, and overhead paging. This new system not only propelled the business forward by removing the old solution which had run out of support but was installed before Covid-19 required new technology to enable remote workers the necessary connectivity.Managed backups using Veeam onsite and Azure cloud backup and replication.Lowered or eliminated contracts by auditing software licenses and vendor agreements.Upgraded network from VMware 6.0 to 7.0 and added new hosts distributed between multiple locations.Implemented network tools like Remote Management and Monitoring, Backup/Disaster Recovery auditing, and Security using Compliance Manager GRC from Kaseya and SNMP and Logging using Auvik.

Customer premise and Cloud based SaaS sales.Designed and installed a 12 site VoIP network implementing 5-Digit Extension Dial Plan, VLANS, QOS, SIP Trunks, 5 ISDN PRIs, LCR for redundancy and local dialing, ACD Call Center, Call Accounting, Unified Messaging, and e911.Designed and installed a 32 site network infrastructure leveraging my diverse skill set, including: MPLS, Point-to-Point Wireless, VoIP, ISDN PRI to Analog Line Redundancy, 90 Camera Video Surveillance, Serial to IP, Microsoft Hyper-V, iSCSI EqualLogic SAN, WatchGuard UTM and SSL VPN. Resulting in significant cost reduction, proactive revenue visibility to client and increased customer service. Implemented a Business Intelligence dashboard to enable efficient management of KPIs (Key Performance Indicators) resulting in consistently faster response time. Championed a company MSP (Managed Service Provider) to bring in a steady 68% revenue stream and growing. Signed agent agreements with 15 CLECs for Internet, MPLS, VoIP and Phone Line Sales increasing recurring monthly revenue by 5%.Increased company sales from $750K to $2 Million per year. Increased monthly technician billable hours from 150 per month to 800 per month. 70% of Macatawa Technologies’ largest clients have had a 10 year relationship with me.Mentoring and coaching of install technicians to deliver exceptional customer results.

• Established a successful IT, VoIP and Video business generating $1 million in sales personally each year. • Sold profitable company in 2010 with multiple buy offers.• Obtained 1 of 2 authorized Toshiba Telecom VARs in Grand Rapids.• Two year running award as West Michigan 101 Best and Brightest Companies. • Provided company benefits to employees including Health Insurance, 401K, and free membership to the area YMCAs.

• Developed and installed telephony solutions for non-profit, enterprise and governmental agencies. • Partnered with hundreds of system administrators to assess service and future technology needs.• Installed company’s first VoIP phone system in 1999.• First desktop CTI and Unified Messaging installations.• Trained customers and new technicians.

• Nortel and Siemens HiPath digital and VoIP phone and voicemail system installations.• Structured data cabling installations including installations as large as 350,000 feet of CAT5e.

• Member of selected technician pool that piloted the first broadband cable installations in West Michigan.

• Sold Novell Netware servers and Microsoft Windows desktops.