Rafael R. Email and Phone Number

• Manage and configure N-Central to support IT infrastructure needs across various projects.• Participate in the planning and implementation of Cisco DUO to enhance security measures.• Configure KnowBe4 for security awareness training, contributing to organizational resilience against cyber threats.• Handle ITGlue for efficient documentation and information management, supporting team access to critical data.• Responsible for managing Datto Backup, Backupify, and file… Show more • Manage and configure N-Central to support IT infrastructure needs across various projects.• Participate in the planning and implementation of Cisco DUO to enhance security measures.• Configure KnowBe4 for security awareness training, contributing to organizational resilience against cyber threats.• Handle ITGlue for efficient documentation and information management, supporting team access to critical data.• Responsible for managing Datto Backup, Backupify, and file configurations, including troubleshooting to ensure reliable data protection.• Facilitate communication between MIT Operations and MIT Field Network Engineers, aiding in smoother project execution.• Assist in security audits and reviews to help identify and mitigate potential vulnerabilities within client networks. Show less

• Led and Executed diverse IT projects, from server specs and migrations to cutting-edge network designs and security audits, tailoring solutions to a broad range of clients.• Strengthened high-value client relationships by providing top-notch IT support and actionable recommendations.• Showcased Deep Expertise in research and problem-solving, always aiming to educate and support our customers effectively.• Mentored junior team members, nurturing their skills and paving the way for… Show more • Led and Executed diverse IT projects, from server specs and migrations to cutting-edge network designs and security audits, tailoring solutions to a broad range of clients.• Strengthened high-value client relationships by providing top-notch IT support and actionable recommendations.• Showcased Deep Expertise in research and problem-solving, always aiming to educate and support our customers effectively.• Mentored junior team members, nurturing their skills and paving the way for their professional growth.• Crafted and Updated comprehensive documentation, benefiting both Tobin Solutions and our valued clients.• Prioritized Cybersecurity, ensuring the utmost protection of all customer and proprietary data with robust network and security solutions.• Fostered Team Collaboration, creating an environment where knowledge is shared, and mutual growth is celebrated.• Innovated PC Deployment, transitioning from manual methods to an efficient automated system, achieving a time reduction of 66%. Show less

• Provided Expert Consulting for diverse project scopes and interim role assignments.• Designed, Implemented, and Supported network, server, and storage solutions, consistently aligning with client's functional, performance, and availability needs.• Efficiently Executed work plans, ensuring both punctuality and unparalleled quality while adhering to budgetary constraints.• Crafted Comprehensive System Documentation, ensuring clarity and ease of access.• Collaborated Seamlessly… Show more • Provided Expert Consulting for diverse project scopes and interim role assignments.• Designed, Implemented, and Supported network, server, and storage solutions, consistently aligning with client's functional, performance, and availability needs.• Efficiently Executed work plans, ensuring both punctuality and unparalleled quality while adhering to budgetary constraints.• Crafted Comprehensive System Documentation, ensuring clarity and ease of access.• Collaborated Seamlessly with client and consulting teams, emphasizing teamwork, accountability, and smooth training transitions.• Offered In-Depth Technical Guidance, catering to both straightforward and intricate IT infrastructure projects.• Swiftly Troubleshot and Resolved any technical challenges, ensuring projects and client infrastructures ran smoothly. Show less

• Masterfully Orchestrated the entire lifecycle of Telkonet equipment — from setup, installation, training, and configuration to maintenance and troubleshooting, ensuring peak performance at every stage.• Conducted Comprehensive Onsite Surveys, seamlessly managing high-impact customer interactions and advancing sales and support initiatives for Telkonet products.• Crafted Optimal Configuration Blueprints, leveraging deep knowledge to set up and integrate Telkonet's proprietary equipment… Show more • Masterfully Orchestrated the entire lifecycle of Telkonet equipment — from setup, installation, training, and configuration to maintenance and troubleshooting, ensuring peak performance at every stage.• Conducted Comprehensive Onsite Surveys, seamlessly managing high-impact customer interactions and advancing sales and support initiatives for Telkonet products.• Crafted Optimal Configuration Blueprints, leveraging deep knowledge to set up and integrate Telkonet's proprietary equipment to perfection.• Championed the Evolution of both existing and novel training resources, setting industry benchmarks and elevating team expertise.• Tackled and Resolved Complex Technical Challenges, fostering collaborative solutions with Telkonet's diverse teams to consistently hit customer satisfaction targets.• Delivered Timely Documentation Excellence, ensuring all onsite service records, reports, and sign-offs were completed within a 24-hour window.• Strategically Addressed Incoming Challenges, prioritizing by product nuances, client needs, geographic considerations, and issue severity, even while on the move.• Maintained Robust Communication Channels with pivotal clients and stakeholders, keeping them engaged and informed based on task-specific dynamics.• Traveled to Client Sites Nationwide, showcasing unparalleled commitment and adaptability. Show less

• Cataloged incidents and requests in ServiceNow, ensuring meticulous detail capture to fast-track issue resolutions.• Delivered Dual-tier Excellence by providing both first and second-tier support for Oracle, Agile, and Red Prairie application incidents.• Seamlessly Executed account provisioning requests for Oracle, Agile, and Red Prairie applications, ensuring prompt and precise service.• Strategically Communicated known error workarounds, enhancing the efficiency of problem… Show more • Cataloged incidents and requests in ServiceNow, ensuring meticulous detail capture to fast-track issue resolutions.• Delivered Dual-tier Excellence by providing both first and second-tier support for Oracle, Agile, and Red Prairie application incidents.• Seamlessly Executed account provisioning requests for Oracle, Agile, and Red Prairie applications, ensuring prompt and precise service.• Strategically Communicated known error workarounds, enhancing the efficiency of problem management.• Bridged Business and IT, working cohesively with diverse personnel across various hierarchical levels, fostering synergistic collaborations.• Served as a Multifaceted IT Powerhouse for the Service Desk department, handling a plethora of tasks from software/hardware troubleshooting and deployment, system imaging, account provisioning, user setups, to rising company needs. Show less

• Delivered Help Desk Support, ensuring end-user satisfaction by swiftly and adeptly addressing requests funneled through the FreshDesk ticketing system.• Made IT Configurations by seamlessly installing, fine-tuning, and testing setups for a range of devices, from workstations to servers.• Oversaw Comprehensive IT Inventory, diligently cataloging every piece of equipment, software, and associated licenses.• Managed On-Site Equipment, deftly overseeing defective parts, meticulously… Show more • Delivered Help Desk Support, ensuring end-user satisfaction by swiftly and adeptly addressing requests funneled through the FreshDesk ticketing system.• Made IT Configurations by seamlessly installing, fine-tuning, and testing setups for a range of devices, from workstations to servers.• Oversaw Comprehensive IT Inventory, diligently cataloging every piece of equipment, software, and associated licenses.• Managed On-Site Equipment, deftly overseeing defective parts, meticulously documenting repairs, and ensuring optimal spare parts inventory.• Executed Seamless Employee Transitions by expertly processing on-boarding and off-boarding via platforms like Active Directory, Microsoft Exchange Server, O365, MDM, and Cisco Telephony Systems.• Elevated Tech Proficiency by crafting and delivering robust end-user training, ensuring seamless adoption of innovative solutions.• Pioneered Best Practices by crafting internal guidelines and logging solutions to the most intricate hardware and software conundrums.• Secured IT Infrastructure through meticulous administration of Active Directory, including the strategic assignment of users, computers, and policies as well as diligently ensuring timely security updates and patches.• Bolstered Network Security, assisting in the meticulous management of Firewall Security, as well as the configuration of access via precise Ports and Protocols. Show less

• Delivered Exceptional Help Desk Excellence to a vast clientele, supporting a staggering 145,000+ users via premier ticketing systems: Service Now and BMC Service Desk Express.• Mastered Diverse Remote Support Platforms, including VNC, ScreenConnect, Microsoft Remote Desktop, Go2Assist, and the Citrix Shadowing Tool, ensuring instant and effective assistance regardless of location.• Swiftly Addressed Authentication Concerns, adeptly handling password resets, configurations, and user… Show more • Delivered Exceptional Help Desk Excellence to a vast clientele, supporting a staggering 145,000+ users via premier ticketing systems: Service Now and BMC Service Desk Express.• Mastered Diverse Remote Support Platforms, including VNC, ScreenConnect, Microsoft Remote Desktop, Go2Assist, and the Citrix Shadowing Tool, ensuring instant and effective assistance regardless of location.• Swiftly Addressed Authentication Concerns, adeptly handling password resets, configurations, and user settings within Citrix and a spectrum of other cutting-edge applications.• Troubleshot and Resolved issues with printers, workstations, thin clients, and sophisticated mobile devices.• Tackled Diverse IT Challenges with expertise, navigating basic network, telephony, and a myriad of application/software conundrums.• Championed User Account Lifecycle Management, from meticulous setups to secure shutdowns, and seamlessly processing a variety of provisioning requests like moves, additions, and changes. Show less

• Mastered Advanced Machine Imaging, utilizing the state-of-the-art SCCM 2012 platform to ensure optimal performance and reliability.• Led Comprehensive Tech Deployments across prominent healthcare facilities like Froedtert Hospital, Community Memorial Hospital, and Saint Joseph's Hospital. Additionally, expanded tech footprints at numerous strategic off-site clinics.• Strategically Orchestrated Equipment Procurement, efficiently ordering and ensuring availability of critical equipment… Show more • Mastered Advanced Machine Imaging, utilizing the state-of-the-art SCCM 2012 platform to ensure optimal performance and reliability.• Led Comprehensive Tech Deployments across prominent healthcare facilities like Froedtert Hospital, Community Memorial Hospital, and Saint Joseph's Hospital. Additionally, expanded tech footprints at numerous strategic off-site clinics.• Strategically Orchestrated Equipment Procurement, efficiently ordering and ensuring availability of critical equipment for large-scale deployment projects.• Pioneered Software Excellence, meticulously testing and installing cutting-edge software to guarantee seamless user experience and robust functionality. Show less

• Delivered Elite Desktop Support to diverse clients, seamlessly navigating the Track-It ticketing system to ensure swift resolution and unparalleled user satisfaction.• Unveiled Expertise in Dual-System Troubleshooting, adeptly addressing software/hardware challenges within the Windows 7/Windows 2008 framework, ensuring consistent system uptime and stability.• Spearheaded Massive IT Inventory Management, meticulously overseeing and maintaining an expansive collection of over 1,000… Show more • Delivered Elite Desktop Support to diverse clients, seamlessly navigating the Track-It ticketing system to ensure swift resolution and unparalleled user satisfaction.• Unveiled Expertise in Dual-System Troubleshooting, adeptly addressing software/hardware challenges within the Windows 7/Windows 2008 framework, ensuring consistent system uptime and stability.• Spearheaded Massive IT Inventory Management, meticulously overseeing and maintaining an expansive collection of over 1,000 critical IT assets, ensuring readiness, functionality, and streamlined deployment. Show less