Mike Doherty Email & Phone Number

Provided Tier 2 network support, monitoring, and troubleshooting of company's global network to include LAN/WANProvided first and second level of support to clients to identify, diagnose, and resolve issues accordingly.Maintained data and knowledge base materials on common drive as well as SharePoint.Proactively monitored client networks and equipment and took immediate action or escalated alerts as required.Escalate / dispatch trouble tickets to appropriate channels.Created daily report of offline workstations for client and opened tickets to troubleshoot issuesLogged and tracked issues using problem management database (ConnectWise) and maintained accurate information.Utilized LabTech software to remotely manage different client workstations and ensure connectivity.Troubleshooting with on-site field techniciansNOC lead of specific clients provided training to other techs and prepared Microsoft Excel reportsKnowledge blend of IT and A/V troubleshooting deployments/troubleshootingVPN and VMware jump box troubleshooting for remote signage Windows PCs.

Took inventory and reconciled with lab project ordersInstalled computer hardware (drives, cards, memory)QC of equipment per client requestCabong of FE/BE/Network cabinetsConfigured Cisco 2960 switches via Cisco IOS