As a Project and Implementation Engineer, I'm responsible for delivering technical solutions to our clients. I follow project plans, complete assigned tasks, and manage other tasks within the plan to ensure timely completion. I also communicate with clients, answering their questions and providing regular updates on project status.I handle a variety of projects, from standard tasks to more complex ones like email and server migrations, network design, and setup. I'm also involved in the implementation process, helping clients transition to Visory's support model. Additionally, I work on other initiatives and projects as assigned.Here are some of my key responsibilities:Project Execution: I install, configure, and migrate customer data or services.Client Communication: I participate in client meetings to ensure everyone understands the scope of the project.Documentation: I gather necessary documentation and access credentials for new clients.Migration Success: I collaborate with the Visory team to ensure successful migrations and implementations.Project Design: I understand project requirements and lead design details in conjunction with the Project and Implementation Team Manager.Project Delivery: I plan and direct the installation, testing, and maintenance of project deliverables.Timely Delivery: I ensure all project deliverables are prepared and issued on time.Client Communication: I provide consistent communication and guidance to clients.Process Improvement: I refine existing procedures and develop new ones as needed.Project Reporting: I evaluate projects and report status to the implementation project manager.Change Management: I identify and document scope or design changes for approval.Documentation: I clearly and accurately document work details within the project.

Elevated Customer Experience: Owned and resolved complex Tier 2 and Tier 3 support tickets, ensuring exceptional service for escalated issues.Network Optimization Champion: Managed network upgrades and migrations for existing clients, enhancing their IT infrastructure and performance.Full-Spectrum Support: Provided comprehensive technical support, ranging from resolving escalated tickets to implementing backend data center infrastructure changes.Technical Knowledge Sharing: Mentored junior engineers, fostering their technical expertise and contributing to a skilled support team.Technical Documentation Expert: Maintained and updated customer technical documentation, ensuring clarity and accessibility.Client and Internal Liaison: Fielded technical account questions from both internal resources and client base, acting as a trusted technical resource.

Spearheaded network modernization: Managed the deployment of new firewalls, switches, and networking devices across diverse environments, along with in-place upgrades to modernize existing client networks.Doubled as Project Engineer: Implemented the deployment packages I created, demonstrating hands-on technical expertise.Streamlined Service Delivery: Optimized resource allocation by effectively aligning on-premises and internal resources during service and deployment.Cisco, Barracuda, Netgear, Ubiquiti Expertise: Leveraged in-depth knowledge of these core technologies to deliver successful network solutions.Client Communication Champion: Maintained clear and consistent communication with internal resources and clients regarding project timelines, change orders, and scope management.Technical Liaison: Served as a trusted point of contact for clients' technical inquiries and requests.Strategic Hardware Acquisition: Recommended hardware based on client needs and engineering findings, ensuring a cost-effective and optimal technology stack.

Thrived in a Fast-Paced Environment: Resolved complex, escalated support tickets efficiently, exceeding customer service expectations.Technical Expertise: Possessed in-depth technical knowledge to troubleshoot and solve intricate issues.Knowledge Base Architect: Authored and maintained clear, concise user guides and technical documentation (internal and external) in Confluence.Testing & Documentation Leader: Led the testing of new technologies in sandbox environments, creating user-friendly guides and comprehensive internal documentation.Team Leadership: Managed a team of engineers, driving improvements in KPI metrics and fostering team growth.

Diagnose and resolve a wide range of technical issues escalated from Tier 1 support, including hardware, software, network, and application problems.Perform in-depth troubleshooting using analytical tools and knowledge of IT best practices.Implement solutions and document procedures to ensure consistent and efficient problem resolution.Collaborate with Tier 1 engineers to escalate and de-escalate tickets effectively.Provide technical support to internal teams and external clients, maintaining a high level of customer satisfaction.Maintain a strong understanding of our managed service offerings and client environments.Participate in ongoing technical training to stay current with industry trends and technologies.Document technical solutions and procedures for knowledge sharing within the team.Adhere to internal documentation standards and best practices.

Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action. Provides complex technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Supervises and guide lower-level representatives. Possesses a deep understanding of the organization's products and services. Works independently within established procedures associated with the specific job function. Maintains a team of technicians and leads them from a technical standpoint regarding troubleshooting and intuitive next steps to resolve and prevent tickets.

Worked as a technician performing maintenance, onsite support as well as remote support for over 700 endpoints. I was responsible for supporting existing client systems, building and testing new systems and implementation of new systems for a multitude of clients.Worked with various client core applications and network setups including local networking on a physical and logical level as well as workstation/server related issues.I also was responsible for assisting the business with sales and marketing and was responsible for several new clients the company attained during my tenure.

Responsible for handing the internal networking of the office in addition to basic network and workstation troubleshooting on a day-to-day basis.