Edison R. Email & Phone Number

• Provide time sensitive endpoint administration for client systems fleet and relevant supportingsystems as dictated by ICT management.• Provide technical administration to clients via helpdesk and real-time communication methods.• Improve, maintain, and utilize a reliable monitoring solution for client systems fleet and relevantsupporting systems.• Work in a team environment on workflow projects, fleet administration, and to expandHostDime’s ICT knowledge.• Manage, mitigate, and resolve critical incidents related to client systems fleet and relevantsupporting systems.• Troubleshoot, maintain, and improve the security suite and tools across ICT systems.• Contribute to research and documentation for client facing systems as cleared by ICTmanagement.• Work alongside Systems Engineers on projects impacting our shared, reseller, cloud, anddedicated client systems fleet as assigned by the Project Coordinator or your own initiative.• When necessary due to staffing or urgency, work out of the client-facing Systems Engineeringqueue to help triage and resolve open issues.• Participate in bi-weekly ICT meetings by posting project initiatives or fleet improvements,providing updates to assigned projects, and leaving in-depth comments on workflow problemsand tool necessities.• Consume and contribute to company communications in a timely, team-based, and professionalmanner

Orlando, Florida, United States

❖ Performing maintenance in the forms of, but not limited to: testing, installing, and upgrading critical internal IT infrastructure.❖ Coordinating with facilities staff when assisting with equipment testing and upgrades. ❖ Communicating professionally with clients, 3rd party affiliates, contractors, and staff when providing assistance.❖ Collaborating with managers and staff to maintain and fulfill established service/organizational level agreements.❖ Identifying, researching, and developing process improvements for recommendation to management.❖ Critically assessing risk, identifying avenues for remediation, and taking action in emergency situations.❖ Provision, setup, configure, troubleshoot, and provide support for workstations and office equipment.

Orlando Area, Florida

❖Primarily responsible for continuously monitoring designated systems utilizing monitoringsolutions❖ Efficiently resolve proactive monitoring alerts and schedule preventative maintenance with clients❖ Respond to reactive monitoring alerts promptly; efficiently troubleshoot OSconfiguration & hardware problems to bring systems back online with minimal downtime❖ Complete hardware upgrades and maintenance in an efficient and timely manner❖ Provide prompt and efficient remote hands assistance for clients following established policy❖ Use of in-house inventory management systems to accurately track inventory items❖ Use of in-house ticketing system to efficiently and professionally communicate with clients toresolve reported problems within management scope❖ Use of and contributing to Knowledge Base (KB) systems to reference, create, and modifycontent such as How-to articles, Information pages, and Policy❖ Use of and contributing to Project management systems to report issues/bugs/changes/feature requests for Data Center Operations❖ Check in/out clients, contractors, and visitors following secure facility policy & procedures❖ Perform regular system and facility audits following Data Center Operations policies

Orlando, Fl

❖Performed diagnostics and navigated requested and recommended repairs in a timely fashion❖Phone & client-facing contact with clients to reveal diagnostic findings❖Made recommendations for protecting and defending client devices and fulfilling their consumer electronic needs❖Partnered with other team members to ensure proper documentation of work completed

Sun City Center, Fl

❖Patiently assisted the Elderly community with all their technological needs in an age 55+ retirement community❖Would maintain on-site equipment & workstations while assisting with a wide range of requests

Sun City Center, Fl

❖Opened and closed the store, which inluded counting cash drawers and making bank deposits❖Balanced the needs of multiple customers simultaneously in a fast-paced retail environment❖Skill in all front-end roles and provided mentorship of said roles❖Answered customers' questions and addressed problems and complaints in person and via phone❖Processed all sales transactions accurately and in a timely fashion