• Manage Solarwinds N-Central MSP to define, document and perform maintenance, configuration and infrastructure performance monitoring tasks for 54 customers in 70+ sites including several Great Lakes ore carriers and nearly 800 Servers, Laptops and Workstations.• Work with each customer to understand their unique needs for managed services such as malware protection, backup, patching, and server restarts.• Create automation to deploy managed services to meet customer needs and scheduling requirements.• Create customer onboarding and offboarding processes and documentation.• Perform customer onboarding and offboarding for management via Solarwinds N-Central MSP.• Identify service needs identified by the Solarwinds platform, creating tickets and working directly with the end users or server managers to resolve issues well within a 5-day SLA.• Provide all levels of support to customer management and end users.• Remotely connect to end user desktops using MSP Anywhere remote desktop and other Solarwinds capabilities to diagnose and resolve break/fix issues.• Build, deploy and provide ongoing support for Windows servers (2012 R2 and 2016), laptops, and workstations (XP, Windows 7, Windows 10).• Provide installation/ongoing application support for Office 2007, 2010, 2013, 2016 and 365.• Travel to customer locations as needed,• Plan, manage and implement an average of 3 deployment/improvement projects while handling a workload averaging 70 tickets.

● Participate with a team of 3 information center engineers on a help desk receiving roughly 300 calls and 150+ emails per month along with daily walk-ins responding to break/fix, knowledge/use issues, moves, adds, and changes.● Consistently meet an internal SLA of under 8 hours for first response and under 40 hours for resolution while managing an average of 10 simultaneous open tickets.● Remotely connect to end user desktops using SCCM 2012 R2 remote desktop and Microsoft’s Remote Desktop tool to effect service engagements.● Remotely connect to endpoints using MMC snap-ins, SCCM, and psexec to manage device registries and local group memberships, and to troubleshoot using the event logs.● Communicate with end users with Microsoft Lync, Outlook-based email, telephone and the ticketing system.● Use SCCM to perform Operating Systems Deployment, manage endpoint compliance, to deploy applications and power plans, and gather business intelligence through the use of device collections, reporting and queries.● Enhance OSD accuracy by designing, testing and implementing automation to eliminate handwork during the event and by improving the OSD checklist.● Create Powershell scripts to automate endpoint cleanup and find RemoteApp installations.● Help deploy, monitor and troubleshoot group policy.● Write/update process documentation as necessary.● Attend Minnesota Systems Center User Group meetings when possible.

● Managed four VMWare-based servers (2003, 2008 R2, and 2012 R2) running Domain Services, SCCM, MDT and ZENworks.● Created an Active Directory 2012 R2 forest and domain with integrated DNS for the purposes of migrating from a Novell environment to Active Directory.● Designed and implemented the domain OU structure.● Created a Powershell script to pre-populate the domain with computer objects in their correct OUs.● Joined several student labs consisting of roughly 110 workstations.● Designed and deployed roughly a dozen GPOs including security and IE configurations.● Built an SCCM 2012 R2 integrated with the domain.● Created and populated several dynamic device collections.● Began the migration of application deployment from ZENworks to the SCCM, deploying the first few applications.● Worked with the networksing staff on several troubleshooting issues and on the creation of LAB and OSD VLANs.● Worked with a team of 4 desktop technicians responsible for the deployment and maintenance of a 1200+ endpoint infrastructure consisting of 20+ models of desktops, laptops and tablets.● Assumed the primary support role for the remote campus locations and all distance workers.● Co-developed a PM process that reduced boot times by more than 50%.● Led the charge that reduced the call count at the help desk by 20% and my own call count from several per day to several per week.● Championed and co-developed 3 detailed OSD specs with stakeholder involvement.● Organized and moderated the Software Installer library.● Created an MDT to migrate OSD from Symantec Ghost in less than 6 months.● Created a Powershell script to populate the MDT's underlying SQL database.● Supervise the efforts of two students workers imaging roughly 200 endpoints in two shifts.● Performed the day-to-day operation and administration of Faronics Deep Freeze, avast! Antivirus for Educational Institutions, and Symantec Endpoint Protection products.

● Directed the efforts of a team performing the day-to-day activities for a fast-paced workflow exceeding 50 simultaneous projects having daily outputs while accommodating several spec changes each month.● Worked with management and internal clients to optimize project intake and design processes, resulting in the creation of a development platform, change tracking, reduced design error, improved testing and an overall reduction in the development cycle by up to 50%.● Designed, created and tested software plug-ins that added to the product core functionality, providing automation to the production workflow from start to finish.● Created, improved, optimized and enhanced both the hardware infrastructure and operational processes. Together with the software plug-ins, this allowed the team to remain successful when the staffing size was reduced by half.● Provided documentation and training on several topics including the use of the production software, hardware and operational processes for both developers and operators.● Significantly improved the reputation of the team by reducing error and internally marketing proofs of production process compliance and team process transparencies.● Dramatically improved project manager response time to the client by providing company-wide web-based project tracking capabilities, giving the Project Manager real-time insight into the workflow.

● Participated in the management of a Windows Server 2003 Active Directory domain of over 75 servers and 200 workstations while co-managing DNS, DHCP, FTP (Linux/Windows).● Planned and performed maintenance such as disk defrags, patching, reconfigurations, reboots, application installs and upgrades to consistently maintain a 99.999% service and application availability.● Ensured and documented service-level agreement compliance through proactive systems and network performance and activity monitoring using OS built-in tools and the Argent Guardian.● Built, tested and deployed Linux/Solaris/Windows Servers and Desktops.● Designed, planned and performed data protection strategies using mirroring, RAID, backups, restores and permanent archives using Veritas Netbackup, Windows backup and UNIX tar.● Designed, documented, tested and performed disaster recovery procedures for the print farm.● Provided help desk support for well over 100 users and various desktop OSs, diagnosing and solving several general operational and functional issues daily.● Created secure and documented production file shares and provided an access audit trail sufficient for non-repudiation.● Provided help desk support for various desktop OSs, diagnosing and solving several general operational and functional issues each day.● Ensured compliance to client-required security measures, providing network intrusion detection and analysis services by building and deploying the Snort Intrusion Detection System and the related Sguil, ACID and BASE reporting tools.

● Performed computer operations tasks such as adding users, running programs, shipping and receiving data and printing reports for the entire organization of over 100 employees. ● Designed, coded, automated and documented all production tasks while growing the number of tasks from 22 to 52 and running all 52 tasks using 80% less time than it took to run the initial 22 tasks. During this effort my supervisor commented that my documentation “set the standard.”

● Training in application design including programming and document design concepts.● Supported sales with off-site client visits and technical presentations.● Provided supervision for all production activities.● Provided programming and production support.

● Create procedures for all tasks related to Laser Printing production using high-speed Xerox laser printers.● Conducted presentations on basic UNIX terminology and operations.● Conducted employee performance reviews.● Set job and personnel schedules.