Remote Monitoring and Management (RMM) • Configure and maintain the RMM platform to monitor and manage endpoints across customer organizations. • Manage, monitor, and maintain the health, performance, and security status of endpoints, including desktops, laptops, servers, and other assets. • Develop, test, implement, and monitor patch management procedures and strategies to ensure effective patching of endpoints. • Utilize PowerShell to automate tasks and configurations in Windows environments.Anti-Virus Software • Deploy, configure, and maintain anti-virus software across all customer endpoints. • Monitor and respond to threats, ensuring that anti-virus definitions are up-to-date and systems are protected. • Conduct regular scans and audits to verify the effectiveness of the anti-virus software and respond to any incidents.Network and System Alerts • Monitor the network and system alerts queue to identify and respond to incidents promptly. • Troubleshoot and resolve network, server, and application issues reported through the alerts queue. • Document and escalate issues as needed to ensure timely resolution and compliance with service level agreements.Backup and Data Protection • Design, implement, and maintain backup and disaster recovery solutions for customers. • Assist in data restorations for servers, file systems, and databases upon customer request, maintaining consistent communication. • Perform daily, weekly, and monthly backup operations, including job scheduling, monitoring, and verification of backup completion. • Monitor backup infrastructure health, performance, and capacity to ensure optimal operation and reliability.

RMM Specialist that is responsible for overall management, maintenance, and integrity of 4000 endpoints.This includes, but not limited to;• Maintain Kaseya RMM as Master Admin• Implemented custom policies with automation, patching, software installs, and monitoring• Developed custom scripts to automate processes such as software installs and remediation• Implemented automated monitoring sets and alerting solutions to proactively identify and resolve issues• Utilized Addigy MDM for Apple Systems with custom policies, scripts, patching, and remediation• Installed, monitored, and remediated all BCDR Backup Appliances for servers and workstations• Monitored and configured Cybersecurity stack for Malware and Ransomware with remediation• Managed incoming alert tickets, dispatched to appropriate techs, and created tickets for issues• Wrote comprehensive SOPs and documented them in IT Glue• Generated custom reports for Devices and Software Audits• Served as the primary point of contact for Software Vendors, including licensing and upgrading• Conducted regular system audits to ensure compliance with industry regulations and best practices• Researched and evaluated current IT trends to stay updated with industry changes• Provided recommendations to develop proactive strategies for security, data protection, and policies• Maintained excellent customer service and communication with clients

• Delivered level I help desk support services• Utilized LabTech RMM, Bomgar, and Thycotic for user and machine management• Managed support tickets and time entries through ConnectWise PSA• Troubleshot workstation hardware, software, printers, VoIP, and network connectivity issues• Oversaw active directory user accounts• Managed RMA processing and logistics• Provided exceptional customer service and communication with clients