Perform advanced troubleshooting of customers’ application, hardware, network, and procedural issues through phone, email, and voicemail. Serve as an escalation point for complex technical issues. Advise staff, management, and clients on technical issues. Managing and documenting desktop systems and server configurations. Troubleshooting advanced server issues; performance, slowness, lockups, etc. Diagnosing system emergencies when they arise and persevere to resolution. Logging all customer interactions in ConnectWise and follow all standard procedures, including documenting resolutions. Researching questions using available information resources. Interact with Network Providers, vendors, and clients daily; opening tickets and performing follow up with internal/external organizations regarding client related issues.

Provide IT support for SMB networks. Responsible for designing, deploying, upgrading and migration of network infrastructure. Ensure that client’s networks are well maintained and to proactively provide solutions to avoid unexpected disasters. Experience with server deployment in a virtual environment using VMware and HyperV technologies. Monitoring and optimizing the performance and reliability of all systems.

Provide IT support for small to mid-sized businesses. Manage, lead, and implement projects encompassing network upgrades, server infrastructure, and company-wide software rollout. Provide technical support and consulting services to clients.

Provide technical support to users for small office/home office networking products, including firewall routers, switches, wireless access points, adapters, print servers, and network storage solutions. Troubleshoot different LAN and WAN configurations, including the setup of wireless LAN and VPN routers. Ensure customer satisfaction by resolving most issues with users up and running.

Administer and support approximately 100 users with laptops and remote workstations. Provide solutions for dial-up connections through VPN with Checkpoint. Assist users on a daily basis with issues pertaining to connectivity, mail retrieval, and printing. In charge of all backups and recovery of file servers.