Provide support to developersAssist with incidentsArchitect logging solutionsBuild, improve, and maintain CI/CD pipelinesUpdate and publish AMI's to Azure and AWS MarketplaceUpgrade and maintain EKS/Kubernetes clustersDeploy and maintain infrastructure with TerraformMigrate EC2 based services to EKS based servicesRemediated vulnerabilities in systems and added mitigating steps to other imagesLead initiatives to improve prior projects due to collaborative efforts with other teamsScript solutions in bash, powershell, python, or whatever language is needed

Resolved customer issues with InsightVM, InsightIDR, InsightOps, and LogentriesWorked with customers and developers to reproduce bugs and resolve themSpecialized in software integrations and the Insight AgentHandled executive escalationsLead a team of 6 and provided support to a wider team of 60Developed and taught new troubleshooting techniquesTook over routine developer tasks to reduce TTRUpdated internal and external documentation to reduce incoming ticketsWorked on a team of 3 as part of a pilot project to eliminate non-defect escalations

Supported customers with various IT systemsSolved WiFi needs in remote areasReviewed plans/sales before implementationOn-boarded new clientsImplemented a documentation system (IT Glue)Met with clients to discuss needs, researched solutions, planned projects, and trained engineers to implement solutions

Worked various contract roles in varying positions.

- Design and implement networks for law offices and small businesses- Perform security audits to advise clients on better practices- Migrate clients to new systems- Teach clients how to use new technology- Troubleshoot and resolve network issues

Client Services:- Respond to and resolve escalated service tickets.- Determine whether problems are caused by hardware or software and troubleshoot all incidents remotely.- Respond promptly to incoming work orders via e-mail, fax, and phone calls.- Evaluate each call to classify the nature, affected users, systems, hardware, and services and determine appropriate response and referral.- Communicate with Clients as required: keep them informed of incident progress, notify them of impending changes or agreed outages.- Escalate service or project issues that cannot be completed within agreed service levels.- Engineer and implement system solutions for Clients using technologies that meet their needs.- Implement and support disaster recovery solutions.- Perform IT support services related to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.- Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.- Perform system documentation and consulting services to include system reviews and recommendations.- Provide design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.- Perform remote access solution implementation and support services: VPN, Terminal Services, and Citrix. Professional Development:- Develop and continuously expand my in-depth knowledge of our services, product offerings, and best practices.- Actively participate in applicable Company-sponsored training activities.- Complete my current year professional development objectives.- Proactively evolve my career path so I continue to grow in future years.

- Beta-test in-house video monitoring and alerting software- Analyze logs to identify points of failure in production systems- Troubleshoot hardware failures and re-build systems- Create test environments for software deployment in Hyper-V- Manage SQL databases for client-facing systems- Monitor 120+ different devices on various networks- Provide technical support to field installers- Learn client networks on-the-fly and implement time-critical solutions- Configure routers, firewalls, switches, IP cameras, access points- Set up point-to-point networks- Admin Windows Server 2008 R2 and 2012- Active Directory- Published Apps- Configure DHCP failover- SIP Trunking for VoIP- Recover lost admin credentials

- Build computers- Create and implement local FreeNAS backup server and offsite backups- Maintain and update multiple websites- Provide tech support for eight people (OS X and Windows 7)- Image hard drives and convert them to virtual machines- Create a document system- Convert files between different formats- Setup email clients- Proof-read documents and make changes to masters- Manually remove viruses using live CDs and other utilities- Manage and maintain the network infrastructure