Performs Tier 3 support for Managed Services Customers – quickly discerns and prioritizes allincoming requests and tickets.• Provides technical assistance and problem resolution for customers requesting assistance onapplication or system related issues or questions.• Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteousservice to clients.• Responsible for following up on all open and/or overdue tickets assuring a resolution in a timelymanner.• Maintains information within a knowledge-based computer system. Includes data entry ofcommonly reported problems, questions and known resolutions and troubleshooting steps.• Uses creativity and innovation to automate and streamline processes and procedures. Growsdeeper knowledge of current corporate products, increasing ability to resolve tickets on firstcontact.• Effectively balances high volume productivity demands against ability to provide analyticaltroubleshooting and problem resolution.• Remotely assist clients with support needs.• Completes excellent and proficient documentation in ticket system and follows processes in ITGlue, SharePoint and other forms of corporate product documentation systems.• Responds to text, phone calls, e-mails, team messaging, team meetings and any other form ofcommunication within the company’s system in an efficient and timely manner without delay.

Configured, administrated and mounted network devices (Firewalls, switches, battery backups, Access Points) for the following brands respectively: Sophos, Ubiquiti, SonicWall, WatchGuard and APC. Performed Patching and Configured VPNs for Meraki, Fortinet and Palo Alto firewalls. Worked and collaborated on multiple technical projects.

Provided onsite and remote tier 1 support for multiple clients. Administrated and supported multiple applications and cloud solutions such as: Okta, Zoom, Zoom Rooms, Office 365, GP Dynamics, Teamwork, Box, DropBox, Acronis backup, Datto, Sophos endpoint protection, and many more. Strong understanding of DNS, DHCP, and Windows patching.