-Manage operations to 8 Level-1 geographically dispersed NOC engineers in a 24x7x365 environment, as they provide all manner of incident, change and problem resolution to over 300 clients in a managed service environment -Troubleshoot physical servers, virtual servers, ESXI’s, VMware, and Hypervisors-Administer and maintain Windows server 2008 and above-Administer emails with high level user management, including configuring new accounts, password resets, troubleshooting user login, profile and permission issues-Strong ability to troubleshoot remote desktop services, and VPN(SSL and IPSec)-Strong domain functionality experience and knowledge of active directory services, Group Policy, DNS, DHCP-Manage, and investigate Cloud Defender notifications. -Verify suspicious travel alerts received, and take proper actions to prevent attacks-Install CMS agent to servers for monitoring purposes-Develop and train internal talent-Monitoring and enforce team goals and performance objectives-Maintain wide array of performance metrics and KPI’s regarding service delivery

-Network Operation Center supporting over 100 clients-Working and Resolving Severity 1 critical tickets with SLAs as low as 15 minutes.-Deployed managed services toolset, including Skykick, AlertLogic, Cyberark, Autotask, Printerlogic Kaseya RMM, Webroot and JAMF/Addigy-Perform server administration tasks, including user/group administration, security permissions, group policy, research event log warnings and errors, and resource monitoring.-Monitoring network and server health using software such as Kaseya, Logicmonitor, Meraki, Ubiquiti.-Monitor Virtual machines for varying platforms such as: Hyper-V, ESXI, EC2-Windows System administration-Assists Level 1 help desk with overflow calls and tickets-Routinely lead NOC end of shift meetings

-Patiently walked individuals through basic troubleshooting tasks.-Performed troubleshooting to correct computer hardware and software malfunctions.-Linked computers to network and peripheral equipment.-Explained technical information in clear terms to promote better understanding for non-technical users.-Set up and maintained user accounts and client access.-Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.

-Patched software and installed new versions to eliminate security problems and protect data.-Activated accounts for clients interested in new services.-Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.-Patiently walked individuals through basic troubleshooting tasks.-Collaborated with vendors to locate replacement components and resolve advanced problems.-Researched product and issue resolution tactics to address customer concerns.