Provided day-to-day technical support for 50+ employees, both onsite and remote, in a mixed Mac OS and Windows environment. Also provided support for Google Workspace and Microsoft Office 365. Revised existing IT procedure documents and composed new ones. Managed the IT onboarding and offboarding process for all employees, including configuring end-user devices and working with a managed service provider to install and troubleshoot MDM and antivirus software. Spearheaded a project leading to the adoption of a cloud backup solution for Google Workspace (Backupify) as well as a password management tool (LastPass). Continued and expanded the rollout of a new MDM solution (JumpCloud) and an internally managed antivirus package (ESET). Took administrative ownership of a wide variety of cloud-based tools. Worked with senior staff on a privacy compliance project.

As part of a team, provided phone and remote support to a wide variety of client organizations throughout North America in a mix of Windows and Mac-based environments. Resolved a variety of technical issues ranging from individual user problems with Windows and Mac OS, Office and Office 365 to server- and network-related items.

Worked as part of a team transitioning faculty and staff to Google Apps for Education from a variety of clients, including Outlook and Thunderbird in a mixed Windows 7 and Macintosh OS X environment. Assisted in planning for the migration. Evaluated several migration tools. Documented migration procedures.

Provided remote and desk-side support for users in a mixed Windows XP/7 environment. Troubleshot hardware and software issues, including email and Blackberry problems. Imaged new systems. Created and maintained an inventory of computer equipment in the local office.

Tasked with installing and configuring desktop email clients in a mixed Windows/Macintosh environment, as well as troubleshooting migration-related issues. Responsible for the development of some project documents and technical procedures. Tasked with managing the trouble-ticket queue for the group.

Handled local office help desk requests. Installed and configured desktops and laptops. Built servers (Windows and Linux-based) for testing and production. Managed backup tape rotation. Reviewed and improve departmental documentation as appropriate.

Provided email, telephone and/or deskside support to 500+ users nationwide. Troubleshot hardware and software issues in a Windows 2000/XP environment. Acted as a SharePoint technical resource for the company.

Provided 1st-level support to 250+ users in a Windows 2000/2003 environment. Installed new PCs and printers. Troubleshot hardware and software issues, and escalated issues as appropriate.

Completed five postmortem reviews of customer-facing network failures during a six month period and worked with Operations, Monitoring Applications, and Customer Care staff to formulate and implement procedures and systems designed to prevent the recurrence of such incidents. Trained successor as shift supervisor.

Supervised the Operations day shift for more than a year. Provided on-the-spot training on troubleshooting techniques and methods to junior staff members and ensured the timely resolution of escalated hardware, software and networking issues via phone and email contact with datacenter staff worldwide. Worked directly with account managers and key customers to resolve critical technical issues. Led Network Operations Command Center(NOCC) tours for key prospective customers, government officials, and members of the media. Trained four other NOCC staffers as tour guides. Maintained and updated the tour script. Coordinated public relations efforts with Sales and Marketing staff.

Provided second-level technical support to network operations technicians in a mixed Windows NT/2000 and Linux environment. Continued work with Customer Care to address customer issues. Provided basic training to new staff members. Served as the primary NOCC tour guide, and wrote the NOCC tour script.

Monitored and maintained a worldwide network of more than 10,000 Linux-based servers. Remotely troubleshot hardware, software and networking issues in coordination with datacenter staff via phone and email. Worked closely with Customer Care to resolve customer issues. Coordinated effort with Deployment group to improve hardware tracking and fault resolution. Provided NOCC tours to new employees and prospective customers.

Acted as first-level technical support for onsite network of 200 Unix servers. Provided phone and email support to non-technical customers.