Provide level 1-3 remote and onsite support for internal usersCommunicate with users via Slack, Freshdesk Ticketing, email, and callsDesign and deploy new hire equipmentConfigure, create, and edit users in Active Directory, Cortex, Palo Alto Firewall,Symantec, Zoom, O365, Google Admin portal, and SlackUse RMM (Ninja RMM) and MDM (Jump Cloud) to manage and supportWindows 10, 11, and Mac OS devicesWork with C-Level and all range of employees with support and different tasksAdmin over Zendesk, Confluence, JIRA and FreshdeskArchitecting, implementing and configuring new network equipment in officesuite for permanent locationsWork with Cisco Meraki and Fortinet solutionsCollaborate daily with team members in North America, UK, and Israel

Provide remote support VoIP users and partners.• Communicate with customers through Zendesk ticketing, email, and phone calls.• Patched software and installed new versions to eliminate security problems and protect data.• Break down and evaluate user problems using test scripts, personal expertise, and probing questions.• Worked with the software development & engineering team on reported errors and bugs on newlyreleased software and assisted in the deployment of release fixes.• Help streamline repair processes and update procedures for support action consistency.• Followed up with clients to verify optimal customer satisfaction following support engagement andproblem resolution.• Advanced Network troubleshooting- VLANs, SD-WAN, LAN, Switch optimization, Firewall, InternetService Provider outages, and issues. (Firewalls: Watchguard, Cisco Meraki, SonicWall, Mikrotik,Ubiquiti, Datto, Sophos, pfSense, & Fortinet along with various Protocols TCP, UDP, and TLS. Inaddition, using SSH and Telnet.)• Advanced Hardware troubleshooting- Phone registration, provision bans, handset, and headset issues.(Grandstream, Panasonic, Yealink, Polycom and Documo Fax bridges)• Tools include PuTTY, VOIP Monitor, Ping Plotter, Wireshark, GoToAssist, Zoom, Loom, JIRA,Confluence, Looker, and VoIP Spear.• Configure network QoS for best practices on partner’s and client’s networks.• Work with clients wanting to cancel and provide concierge support for troubleshooting to resolve long andoutstanding issues

Provide Level 1, 2 & 3 remote and on-site support for more than 200 users.• Communicate with customers through Zendesk ticketing, email, and phone calls.• Implement company policies, technical procedures, and standards for preserving the integrity andsecurity of data, reports, and access, including HIPAA, PCI, and SOC compliance.• Recommend network security standards to management and clients.• Anti-Virus and Anti-Malware software (Webroot & Sentinel One)• Develop and implement Internet and Intranet applications on multiple platforms.• Network Administrator - Design, deploy and manage custom networks, including network equipmentand devices. (Cisco Meraki, Datto & FortiGate switches, & Access Points using DHCP, DNS, and SDWAN)• Collaborate with clients from concept through final delivery of product or service. Ensured thattimelines and deadlines were met.• System and Server Admin - Setup and deploy servers and workstations in Mac / Windowsenvironments. Open Directory and Active Directory.• Configure, deploy, and support Microsoft Office 365, G-Suite, hosted email services, and CitrixShareFile for clients.• Configure, deploy and support locally hosted PBX solutions, and cloud hosted. 3CX, BVOIP, RingCentral, and Zultys.• Used an RMM & MDM to manage and support Android, iOS, Mac OS, and Windows 7,8 &10 devices.Including running Bash and PowerShell via SSH and Telnet to troubleshoot programs.• Configure and deploy Data Backup and Disaster Recovery methods for clients (Datto VM).• Worked in Colocation with hosted email, file, and FTP servers.• Managed and set up servers and workstations for locally hosted EMR servers and imaging software.(Mac Practice, Romexis, and Sidexis)• Troubleshoot SQL databases for EMR and imaging software. (Using terminal commands and scriptsto diagnose)