• Served as an escalation point for projects and support related to disaster recovery and backup services for a multi-tenant, industry-spanning MSP• Led disaster recovery testing with clients to ensure emergency preparedness in both isolated and live scenarios• Collaborated with the Cloud Engineering team and vendors in maintaining and troubleshooting disaster recovery, cloud, and virtualization infrastructure• Participated in an on-call rotation for 24/7 remediation of client… Show more • Served as an escalation point for projects and support related to disaster recovery and backup services for a multi-tenant, industry-spanning MSP• Led disaster recovery testing with clients to ensure emergency preparedness in both isolated and live scenarios• Collaborated with the Cloud Engineering team and vendors in maintaining and troubleshooting disaster recovery, cloud, and virtualization infrastructure• Participated in an on-call rotation for 24/7 remediation of client infrastructure incidents and disasters, minimizing downtime caused by cybersecurity breaches, server failures, and network disruptions• Conducted migrations between client backup services, offering post-migration follow-up and support to ensure optimal functionality and client satisfaction• Mentored the technical team in data protection tasks, enhancing client outcomes and driving service improvement across departments• Performed systems administration and vulnerability management using robust RMM tools, assuming the role of project owner for a custom SolarWinds implementation• Functioned as an Operational Database Administrator (ODBA) and Cogito Systems Administrator of the Epic healthcare platform, providing secondary support for client upgrades and maintenance• Handled sensitive business data, requiring background clearance and strict compliance with security best practices Show less

• Operated as the primary technical support resource for a client’s global business center, addressing the needs of over 300 users, including infrastructure and deskside services• Acted as the technical point of contact for VIPs to help meet business-critical objectives• Supervised the usage of video conferencing equipment to ensure successful business communication• Assisted users with the transition to WFH and subsequent site migration during the COVID-19 pandemic

• Promoted to the Managed Services team, providing state-wide dispatch support for client IT infrastructure• Responded to client security incidents and disasters, remediating multiple cybersecurity attacks after hours• Carried out MDF/IDF relocation and re-racking during client site migrations• Created and deployed custom server and PC images for client device refresh projects

• Provided tier-one remote support for a regional MSP, covering infrastructure, security, and end-user services• Coordinated with client VIPs and internal CIOs to ensure optimal service delivery• Documented client solutions and key information to improve processes

• Advanced to a role maintaining the college network infrastructure in collaboration with systems administrators• Troubleshot network connectivity issues to keep students and staff connected to academic resources• Investigated network security incidents to safeguard the integrity of the college network

• Recruited by the IT director to manage and train a team of 10-15 student employees for IT and help desk services• Spearheaded projects to digitize course evaluations and enable remote course attendance, enhancing student reach• Developed instructional material for campus technology and hosted training sessions for staff and faculty

• Interviewed touring bands by phone and in person• Wrote articles from interview material for web and print publication• Distributed printed magazine copies to local businesses

• Dispatch support, maintenance, and integration of multifunction print and copy equipment for clients across the West Michigan region• Provided end-user training on new equipment to reduce support calls• Advised clients on upgrades to enhance efficiency and cost savings

• Offered deskside and remote support for college and BYOD technology, including virus and systems repairs• Executed campus-wide imaging projects annually to keep college PCs and laptops up to date• Managed, inventoried, and allocated college technology to staff and faculty