Michael Rapa Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, Us

Cambridge, Massachusetts, Us

Tampa, Florida, Us

Burlington, Massachusetts, Us

Burlington, Massachusetts, Us

•Provide excellent customer service, enabling end users to accomplish corporate objectives by providing reliable, efficient, and secure technology solutions. •Accurately characterize issues through actively listening, asking probing questions, and building rapport with end users. •Monitor and respond to tickets, evaluate resolutions, and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. •Work with outside vendors for infrastructure expertise, escalation of complex issues, and to ensure the maintenance of core infrastructure including firewalls, routers, switches, and other key infrastructure components. •Evaluate and deploy software upgrades, releases and roll-outs across the organization, while maintaining compliance with established Standard Operating Procedures (SOPs). •Perform monitoring and preventative maintenance on key servers, including reviewing error logs, system resource monitors and network performance metrics to identify potential issues before they arise and taking proactive steps to prevent issues from occurring. •Perform hands-on fixes at the server and desktop level, including installing and upgrading software, installing hardware, implementing and monitoring backups, and configuring systems and applications. •Independently research solutions (contacting vendors, using knowledge bases, and FAQs on the Internet/Intranet). •Monitor environment for potential or active security threats and respond appropriately by employing standard threat management tools. (anti-malware, antivirus, training, etc.…) •Create and execute comprehensive tests to ensure issues were resolved, not introduced. Perform post-resolution follow ups with users to ensure satisfaction with solutions. •Develop and maintain system documentation and communication including: technical manuals, end user help sheets and FAQ lists for end users (in accordance with established quality standards).

Needham, Massachusetts, Us

Client Support Engineer II. Act as onsite engineer for multiple clients• Active Directory administration• VMware server administration• New hire onboarding and training• Office 365 Administration• Troubleshooting VLAN and networking issues• Participate in 24/7 oncall cycle• Configure, deploy, and manage JAMF Casper environment for centralized OSX/iOS Management• Maintaining Infrastructure and compliance• Created, maintained, and managed active directory groups and accounts• Mimecast troubleshooting• Maintained Shortel phone system• Advanced GPO creation and deployment• OSX server and desktop support and administration• SSO setup and configuration with Okta and Centrify• Wireless access point configuration and deployment (Meraki, Ruckus, Aerohive, etc)• Vendor management• Deployed, monitored and maintained centralized intrusion, and virus detection (Cylance, Sophos Central, Symantec, Kaspersky)

Needham, Massachusetts, Us

Client Support Engineer I. Act as onsite engineer for clients• Active Directory administration• VMware server administration• Office 365 Administration• Troubleshooting VLAN and networking issues• Mimecast troubleshooting• Maintained Shortel phone system• Wireless access point configuration and deployment• Vendor management

Worked as Illustrator for kids graphic novel Galactic Hot Dogs 2, written by Max Brallier

Cambridge, Ma, Us

Worked with Comparative Media Studies & Writing at MIT as Systems Administrator for Faculty, Staff, and Students• VMware server administration• OSX Server adminsitration with Open Directory• Deployed and maintained MySQL databases, FileMaker DBs, and Samba file server (multi OS environment)• Provided desktop and printer support for office and lab environments• Worked internal tickets for down applications and user issues• Maintained equipment inventory and desktop lifecycles• Basic Networking troubleshooting• Managed network share drives• Maintained AV equipment for classrooms and media production

Worked as first point of contact for IT support at the GAMBIT research group• Provided desktop and printer support for office and lab environments• Worked internal tickets for down applications and user issues• Maintained equipment inventory and desktop lifecycles• Basic Networking troubleshooting• Managed network share drives• Maintained AV equipment for classrooms and media production

Cambridge, Ma, Us

Cambridge, Ma, Us