Promoted to Engineer, Help Desk Tier 2

Promoted out of role

• Created better relationships between the company and many clients, and transformed technology problems into opportunities to improve the environments and quality of life at work for clients and customers through support calls and onsite visits. Enabled the owner to focus more on the decision-making and billing aspects of the business, and freed up our System Administrator to spend more time on high-impact projects which required their skill set. • Troubleshot via phone, TeamViewer and onsite visits, assisted with server and environment migrations including XenServer-to-Hyper-V, Exchange-to-O365, and workgroup-to-Domain, initially configured and deployed Windows Server 2012 R2 on Hyper-V VMs and baremetal, Active Directory: created new users, containers and groups, edited permissions and moved users/computers into containers, Set up/repaired and otherwise wholly administered Windows and Mac OSX software and desktop & laptop hardware, Wireless networking with Ubiquiti Access Points and Unifi management server, Dell SonicWALL Firewalls, and Storagecraft and Veeam Backup software.• Utilized AutoTask for trouble tickets, MaxFocus RMM to manage client systems, and IT Glue for documentation.

• Maintained all technology for John Essex School, a "21st Century" school, including Windows Server and Active Directory users, desktop and laptop PCs for 20 staff/faculty, SMARTboards + projectors, InterWrite pads, classroom microphone/audio systems, and student clicker response systems for 15 classrooms, iPads and netbooks in carts for every student, extra laptops in carts for testing, and professional live audio equipment for special events.• Worked with crew on large-scale technology installation projects at the 3 other campuses: Installed and tested SMARTboards, wireless access points, switches and pulled new CAT6 cable.• Supplied teachers and students with every possible advantage towards more effective learning in an advanced technology classroom environment, responding to reported issues immediately and resolving them quickly and efficiently to support the classroom instruction continuing unhindered, and make a positive difference in the education and lives of those around me.• Troubleshooting, researching and problem-solving, customer service and training for non-tech-savvy teachers and students, Windows Server & Active Directory user maintenance, Cisco switched networking and Wireless LAN Controller configuration, SMARTboard installation and maintenance, A/V equipment installation and maintenance, and extensive laptop and desktop PC maintenance.

• Responded to network maintenance service requests for my area; installed new equipment and performed complete network backbone/wiring removal and upgrades with teams of technicians and cable installers, and serviced a 1003g technology contract for 1 year as a solo technician.• Worked directly with Technology Coordinators as directed via ConnectWise ticket system, traveled to School Districts across central Alabama, including Dallas, Wilcox, Lowndes, Marengo, and Elmore Counties.• Troubleshot connectivity issues for Cisco switched/wireless networks and IP Phone systems, repaired and upgraded network hardware, planned & executed maintenance of existing Windows 2K/’03 Domains with Active Directory (added and removed users, edited permissions and groups), maintained and deployed pools of 100+ laptops and iPads, maintained, operated (and trained others in use of) professional live audio equipment for school events.

• Point person for incoming calls, provided sales and customer assistance, technical warranty support and escalated to L2 when required.• Supported in various capacities throughout the company whenever need required: Processed orders and verified/cancelled potentially fraudulent purchases, Quality Control Technician, Warehouse: Incoming/Receiving, Order Fulfillment / Shipping, and inventory projects, included upright forklift operation.

Led a team of 4 which performed the following duties:• Organized & cataloged all incoming desktop & laptop PCs, miscellaneous computer parts or accessories and networking equipment, into a web-hosted inventory management system.• Researched and created product listings using marketplace pricing tools.• Completed exhaustive documentation of all incoming products for client audit reports.

Took shipments of desktop PCs, laptops and miscellaneous network equipment and tested every internal component using complete set of diagnostics tools, then repaired and precisely documented all notable specifications of each system for inventory, with the most efficient process possible in order to meet the deadline for each shipment.