Dylan Haley Email & Phone Number

Newtown Square, Pa, Us

* Interacting with client companies of varying industries and size implementing project phases and responding to support requests ranging from L1-L3*Network configuration and maintenance including but not limited to DNS, managed APs, firewalls (Sophos and Fortinet), VPN, and active network monitoring with Auvik*Creation of documentation standard, review policy, and external distribution to clients*Multi-tenant Azure and Google Workspace management*Respond to Azure and Google Workspace account breaches from investigation through remediation and post-mortem*Regular remote and on-site maintenance of server infrastructure, networking equipment, user workstations and reviewing alerts from monitoring systems such as Ninja RMM, Sophos, Auvik

Bala Cynwyd, Pennsylvania, Us

* Call management and problem resolution* Coordinate with other teams as needed to address issues in a timely manner or escalate when needed* JiraSD case management * MDM support* Local and international remote access implementation and support* VDI support* Troubleshooting of Oracle SSME, Anaconda3, and Miniconda3 issues

Philadelphia, Pa, Us

* Assist in managing and training a team of 4 full time Support Specialists and 12 student workers.* Serve as primary escalation point for support issues and act as lead to investigate root causes/resolverecurring issues in coordination with appropriate contacts.* Manage contact/quality insurance of services provided bye third-party after hours support staff* Designed and implement internal workflows for all portions of the TeamDynamix ITSM including:service/incident resolution, problem/major incident investigation, change management, projectmanagement, and asset management* Coordinate all IT documentation with other teams and establish standards for that documentation* Coordinate classroom technology and software requirements with faculty and assist the Infrastructuregroup with timely staging, testing, and deployment

Philadelphia, Pa, Us

* Transitioned from EasyVista ITSM to TeamDynamix ITSM* Developed internal knowledgebase to streamline Support Specialist troubleshooting* Provided detailed metrics and reporting for leadership related to service management and physical asset inventories.* Preparation and maintenance of documentation for systems managed and/or supported bye theTechnology Support Services team* Coordinated with leadership team to implement appropriate service level agreements for the department* Provided timely communication to the university community regarding maintenance, outages, and major changes* Trained IT staff to use TeamDynamix ITSM service management and knowledge management modules

Philadelphia, Pa, Us

* Support of all IT Support Specialist duties* Intake, maintenance, and auditing of faculty/staff device inventory* Coordinate the deployment of hardware* Configuration and implementation of EasyVista ITSM environment* Assist in the training and scheduling of IT Support Specialists and student staff* Provide active reporting on IT group statistics based on data from EasyVista ITSM

Philadelphia, Pa, Us

* Provide in person and remote assistance to user, troubleshooting software and hardware issues* Coordinate with other teams within the IT department as needed to address issues in a timely manner* Provide technical support for on-campus events* Assist in the hiring and training of student staff