Network Administrator | May 2022 - CurrentAs a Network Administrator, I manage and support clients’ network infrastructure, ensuring secure, reliable connectivity. This includes monitoring network performance, troubleshooting, and configuring hardware and software. I focus on security by implementing firewalls, antivirus, and intrusion detection systems, and I provide user support and training. My responsibilities also include documenting configurations for compliance, optimizing scalability, and offering consulting services. Additionally, I support computer/server hardware, Windows systems, networks, and other IT technologies, providing comprehensive solutions to meet diverse client needs.Operations Manager | Dec 2019 - May 2022I led a team of field and support technicians, overseeing managed services, consulting, retail, and repair operations. I directed projects to enhance service delivery, improve network performance, secure client data, and integrate VOIP systems. My responsibilities included training, scheduling, procurement, and collaborating with clients to meet and exceed quality metrics, structuring service plans to boost efficiency and meet customer needs.Senior Field Technician | May 2016 - Nov 2019In this role, I communicated with clients and staff to ensure projects were completed on time and issues resolved efficiently. I monitored an RMM platform, providing support for hardware, Windows OS, networks, and applications, while also training technical staff and developing training materials. Additionally, I analyzed RMM and endpoint security clients to identify expansion opportunities, significantly increasing renewals by optimizing monitoring software.

Provided advanced technical support for business clients in the cable communications sector, effectively resolving complex issues related to broadband internet, television, and VoIP services. Diagnosed and troubleshot problems with networking protocols, modem configurations, and signal quality, ensuring optimal service delivery. Collaborated with clients to remotely address issues, coordinated onsite support as needed, and maintained detailed documentation of all interactions. Utilized ticketing systems to manage service requests, escalating advanced technical issues to specialized teams when necessary. Supported large-scale service deployments and ensured high customer satisfaction through effective communication and problem resolution.

Provided advanced technical and account support for business clients, effectively communicating to remotely resolve complex issues related to broadband internet, telephone, and Centrex-based systems. Diagnosed and resolved issues with TCP/IP networking, router and gateway configurations, hosted websites, email services, equipment provisioning, and coordinated onsite break-fix dispatches. Documented all interactions, created and managed tickets, and escalated advanced issues to the Network Operations Center using the Remedy Ticketing System. Supported large-scale deployments of managed wireless services utilizing internal tools and Cisco CAPWAP management tools.

Provided onsite support for clients with computer hardware and software issues, designing and deploying computer systems while performing break-fix tasks. Supported Windows XP and Windows Vista systems for both consumer and business clients. Communicated effectively with customers to schedule appointments and identified sales opportunities. Delivered customer-focused support by resolving technical issues and providing education when applicable. Utilized strong time management skills to ensure timely completion of projects.