Responsible for maintenance and upgrades of web, email, and application hosting servers. As well as monitoring and maintaining servers and workstations for our clients systems. SonicWall, Backup-Exec, Barracuda ESS, Barracuda Backup, Synology, iSCSI, VMware ESXi, Office 365, FortiNet, UniFi. Etc.

Customer Infrastructure Design and ImplementationMSP Common platform developmentOperational break fix as critical situations ariseInfrastructure maintenanceEscalated desktop support issuesTraining / Mentoring

Specialized in VMware for Pearl (ESXi & View)Worked with various clients to maintain IT systems.Designed VMware security structure for least privelege for large VMware ESXi environment. Designed and delpoyed new IT systems (SAN, ESXi, Windows, network, UPS, backup, Active Directory).Monitored client networks for trouble daily (network, virus/malware, backups, patching, etc).Performed monthly reviews with clients covering topics of uptime, security issues, current bottlenecks and planned upgrades.Answered all levels of helpdesk and customer service calls. Assisted clients with software audits. Evaluation of client systems for various compliance standards (HIPPA, PCI, etc)Part of on call rotation.

Specialized in VMware for CEFCU (ESXi 6.5)Performed daily monitoring of VMware systems.Installed and configured VMware ESXi servers & test systems.Monitored VMware patching levels and addressed as neccesary.Assisted in planning roll outs.On call duties as necessary.

* Sole IT support for US operations with two locations.* Interfaced with India IT operations team & all levels of management to ensure IT needs are met. * Migrated VM's from MS Hyper-V to VMWare.* Specified, recommended and rolled out enterprise Norton Cloud based A/V, UPS, & back-up solutions.* Lead conversion from local Exchange environment to Office 365 in the cloud.* Specified, recommended, and deployed all servers (IBM/Cisco), networking equipment (HP/Cisco) & SAN hardware (IBM).* Maintained and implemented virtualized infrastructure using VMWare ESXi 5.x.* Maintained, secured, and updated Asterisk VoIP phone system. * Specified, recommended, and ran test deployment of new 3CX VoIP telephone system.* Negotiated Fiber Optic ISP and other IT vendor contracts.* Created standard internal IT processes and policies to ensure accuracy and consistency.* Deployed 2nd office location in East Peoria in 2012, & created roll-out plans for additional offices in Indiana & Maryland. * Creation of IT inventory management & documentation system using Lansweeper. * Performed software, security, and client IT audits. * Preference for best practices during all implementations of IT hardware & software.* Created and implemented employee training, security awareness, and IT educational programs and materials.

* Implemented Spiceworks for network monitoring and organization IT ticketing.* Organized server room for ease of access and use.* Re-organized server racks and cleaned up cabled routing within racks. * Developed, tested, troubleshot and implemented group policies.* Acted as all tiers of help desk for US operations.* Performed break fix operations of PC's, laptops, printers, switches, firewalls, domain of other various IT technologies.

Responsible for purchasing manufacturing materials.Creating and improving processes to purchasing processes and software. Ensured accuracy of inventory and timely delivery of materials. Attended management meetings to keep up to date on business needs and trends.

* Export Forwarding:Process shipments to various worldwide destinations. (Singapore, Japan, Italy, etc.)File shipments with US Customs to comply with export regulationsProvide customer service to shippers and consignees.* Accomplishments: Creation of macros/scripts to increase efficiency and accuracy of repetitive tasks.

* Leadership Responsibilities:Promoted to team captain in less than three months.Motivating a team of 6 agents to meet attainable goals daily.Approval to agents for special discounts or actions to meet customer needs.Dissemination of new promotions or policies to team.* Customer Retention Responsibilities:Became a top performer within a month of service.Accepted inbound calls from customers.Approval of special discount or actions to meet customer needs.Creative problem solving to save unsatisfied customers.Trouble shooting of customer equipment or services.* Social Networking Responsibilities:Given responsibility of social networking duties in less than three months.Public facing representation of the company through social networking sites.Proactive contact with customers who have voiced complaints publicly.

Purchasing Responsibilities:Managed purchase orders to ensure timely delivery.Researched optimal vendors for machine parts and supplies.Monitored vendor pricing and performed competitive cost analysis. Oversaw new vendor account implementation. Maintained positive relationships with vendors. Inventory Management Responsibilities:Managed organization and accuracy of parts inventory. Conducted receiving and stocking of parts inventory. Reshaped inventory control process to streamline efficiency.Accounts Payable Responsibilities:Performed A.P. in corporate and maintenance accounts payable systems. Computer, Electronics and Networking Support Responsibilities:Resolved office electronics, thin client and personal computer problems. Acted on network and file server issues.Responsible for maintaining daily system back-ups.Internal Quality System Auditing Responsibilities:Performed quarterly audits of internal quality system to verify effectiveness.Communicated results with quality director.

Provided technical support for consumer electronics and computer related products, for companies including Samsung, Kenwood, Panasonic, Sharp, Toshiba, and Hitachi.

Responded to customer relations, operational, & technical support calls.Received various customer service awards while serving on Sharp Electronics account. Created technical reference charts and diagrams for the Kenwood Electronics support team.

Responded to telephone customer service, parts look up and sales calls. Performed warehousing, stocking, and packing tasks. Received parts shipments and checked for accuracy.