Responded to customer inquiries in a courteous and professional mannerSet up, supported, and maintained servers, firewalls, switches, and access points including firmwareupgradesCreated, documented, and escalated issues and problems according to ticketing standards and SLAsMonitored assigned tickets and tasks, providing service or escalation as necessaryProvided support for escalated service desk tickets following established protocolsDelivered technical customer support over the phone and in person, demonstrating understanding ofsupport processesPerformed remote and onsite scheduled maintenanceIdentified sales opportunities and relayed information to appropriate team membersAdministered PC and Mac systems, including Office365, MAC Mosyle MDM, Intune, Entra ID, ManageEngine, and Atlassian – JiraSet up and maintained backup and recovery procedures and documentation regularlyBuilt, configured, enhanced, and troubleshooted IT systems, application deployments, andinfrastructure upgradesProvided hands-on system administration support and operations supportOwned issues through resolution, escalating when necessary and mentoring team members asappropriate.

Managed and resolved IT issues and problems in accordance with ticketing standards and SLAsMonitored and prioritized assigned tickets and tasks, providing timely service or escalation as neededProvided support for escalated service desk tickets, following established protocolsSupported desktop, server, and network systems, including administering and maintaining end useraccounts, password resets/unlocks, and email setup and supportConducted Monthly Preventative Maintenance on servers and desktopsConfigured,supported, and maintained servers, firewalls, switches, and access points, including firmware upgradesAdministered on-prem and AWS servers, ensuring smooth operation for all internal end usersBuilt new laptops for end users and managed internal systems effectivelyOversaw PC and Mac administration, Veeam Backup administration, and ensured compliance with SOC2 regulationsCollaborated with teams to set up on-prem servers, IAM roles in AWS, and new AWS payer accountsHandled Office365, Slack administration, Office365 backups in AWS,MAC MDM administration, and Intune administration in a professional manner.

Responded to customer inquiries in a courteous and professional mannerSet up, supported, and maintained servers, firewalls, switches, and access points including firmwareupgradesCreated, documented, and escalated issues and problems according to ticketing standards and SLAsMonitored assigned tickets and tasks and provided service or escalation as necessaryProvided support for escalated service desk tickets following established protocolsDelivered technical customer support over the phone and in personPerformed remote and onsite scheduled maintenanceIdentified sales opportunities and passed the information to correct team membersManaged PC and Mac administration and Office365Setup and maintained backup and recovery procedures and documentation on a regular basisBuilt, configured, enhanced, and troubleshooted IT Systems, application deployments, and infrastructure upgradesProvided hands-on system administration support, system maintenance, and operations supportCommunicated promptly and effectively with clients and team membersMaintained Virtual EnvironmentsDemonstrated strong written and verbal communication skillsDisplayed strong organizational skills and ability to operate efficiently throughout daily tasksWorked independently and effectively on daily tasks without direct supervisionTook ownership of issues through resolution and knew when to escalate problems to another teammember Accepted escalated issues and mentored when appropriate.

Provide support for escalated service desk tickets following established protocolsProvide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)Deliver technical customer support over the phone and in person, understands support processesPerform remote and onsite scheduled maintenanceAccurately enter and maintain case information including notes and resolutionMicrosoft Windows Server 2003/2008/2008 R2/ 2012 R2 / 2016 (x32 and x64) / 2019Microsoft Windows Active DirectoryOn Premise Microsoft Exchange 2003/2007/2010/2013/2016Microsoft Terminal Server 2003/2008/ R2 x32 and x64Microsoft Hyper-V and VMWareVery knowledgeable of various server/workstation peripherals such as USB/NAS drivesIn depth knowledge of workstation/server hardware and software troubleshooting abilitiesWorking knowledge of HP and Dell equipment; general understanding of storage solutionsWorking knowledge of firewall technologies including SonicWALL and Cisco ASAMicrosoft Windows XP, Vista, 7, 8 and 10 (x32 and x64)Microsoft Office 2007 / 2010 / 2013 / 2016Microsoft Online Services (Office 365)Domain and workgroup environmentsKnowledge and understanding of AD, DNS, the Internet and mail flow

Responsible for day to day systems administration, troubleshooting, ticket resolution, solution planning, solution implementation, software installation as well as hardware maintenance, performing system backups and recovery.Essential Duties & Responsibilities include the following:• Provide timely and accurate feedback of support and hardware/software provided• Setup and maintain backup and recovery procedures and documentation on a regular basis• Develop and maintain procedures and standards for IT Systems• Build, configure, enhance and troubleshoot IT Systems, application deployments and infrastructure up-grades.• Provide hands-on system administration support, system maintenance and operations support.• Fielding calls and supporting IT needs on a wide range of topics that involve extensive customer interaction• Setup, support, and maintenance of servers, firewalls, switches, and access points including firmware upgrades• Maintain Virtual Environments when needed as directed by Systems Engineers• Setup and support of workstations, laptops, network printers, mobile devices and necessary peripheral devices• Configuration and Maintenance of systems such as Active Directory, Group Policy, DHCP, Subnets, DNS with direction from Systems Engineers• Installing and configuring appropriate software and functions according to specifications• Setup new and maintain current users in required systems• Schedule routine maintenance with customers• Plan client upgrades and refresh recommendations on a regular basis• Provide orientation and guidance to users on how to operate new software and computer equipment• Maintain documentation, inventory, and diagrams as needed• Maintain Dell TechDirect Certifications (desktop/laptop/server• Maintain Datto Technician Specialist I• In depth use and understanding of Remote Support Tools, Media Wiki, Autotask, GFI, Webroot, Datto, Allworx and other services offered

Support 100 MAC systems currently in the companyParticipated in the move of the companies current Intranet to SharePoint 2007. This included creating pages and moving informationUse Active Directory to Create and Delete usersUse the IT Support Desk to manage work and track customer issues as per policy.Claim any unassigned ticket in my area of expertise such as installing software and MAC supportDeploy and setup new and existing desktop and laptopsInstall new and existing hardware to usersUsed ticketing system to continually monitor My Dashboard email and voicemail for reported issuesEnsure PC workstations and MAC's were in working conditionWorked with Corporate to move current ticketing system to Service Now to track tickets and asset managementSetup Cell Phones for users such as iPhones and Blackberrys

Sole support of all MAC systems currently in the company.Supported Senior Executives with multicasting broadcasts and Polycom conferences.Ensured servers using windows 2000-2003 were up to date using windows updatesParticipated in the revamp of the companies Intranet. This included transitioning the platform from .net to SharePoint 2007.Created accounts and managed user accounts for about 1000 engineers using Active Directory.Server administrator for about 20 servers in Data CenterLed a project for a major upgrade of software used by a key group in the company.Responsible for the installation, repair, configuration and preventative maintenance of personal computers and network equipment for 1000 engineersAnswered internal inquires, troubleshoots software and hardware failures in person or on the phone. Ensured systems and related equipment are in working condition. Maintained records on repairs, down time, changes and updates using Remedy. Ensured server and PC system tape backups were completed correctly using IBM Tivoli.

Supported clients and field engineers with technical support. Researched problems and respond to field engineers and clients requests. Assembled workstations and server. Worked with clients to remove virus and spyware. Worked on developing intranet pages for clients in SharePoint 2003 with HTML and CSS.Ensured server and PC system tape backups completed correctly with Symantec Backup Exec