• Single IT support personnel responsible for providing support to three offices in the Seattle metro area. Supporting a main office with approximately 200 users and two satellite offices with approximately 30 users each. Acted as single point of contact for all IT related problem and requests. Supported end users and management on a wide range of IT issues from assisting end users with break/fix problems, supporting 3rd party software, Windows system administration and managing the IT… Show more • Single IT support personnel responsible for providing support to three offices in the Seattle metro area. Supporting a main office with approximately 200 users and two satellite offices with approximately 30 users each. Acted as single point of contact for all IT related problem and requests. Supported end users and management on a wide range of IT issues from assisting end users with break/fix problems, supporting 3rd party software, Windows system administration and managing the IT operations of all three offices. • Assisted with ensuring network, servers and user desktops complied with strict security policies to ensure compliance with Payment Card Industry Data Security Standards (PCI Compliance).• Responsible for the configuration and troubleshooting of servers, desktops and all other IT equipment such as printers, security camera systems, badge entry control systems, accounting software and VOIP software.• Performed configuring and troubleshooting of Active Directory., Group Policy, user accounts, and network. Redesigned AD structure and Group Policy configurations that was mismanaged by previous IT personnel. Simplified Group Policy configurations and removed problematic configurations. • Responsible for writing documentation and processes. Training end users and management. Recommending solutions to managers. Implementing solutions that improved system up time, ensured in meeting SLA and KPI requirements, prevent loss of vital company data, increase user productivity and delivered end users with a better IT experience. Show less

• Provided tier two IT support services and incident management to multiple large and medium sized corporate customers. • Tasked with accepting severity 1 and 2 customer incident escalations from tier one support engineers. Performed troubleshooting of customers servers and network environment during severity 1 and 2 incidents. Worked with customers, internal and external IT staff to assist with resolution of severity 1 and 2 incidents. Maintained communications via phone and email… Show more • Provided tier two IT support services and incident management to multiple large and medium sized corporate customers. • Tasked with accepting severity 1 and 2 customer incident escalations from tier one support engineers. Performed troubleshooting of customers servers and network environment during severity 1 and 2 incidents. Worked with customers, internal and external IT staff to assist with resolution of severity 1 and 2 incidents. Maintained communications via phone and email with customers, internal and external IT staff during severity 1 and 2 incidents to provide technical information, status updates and resolution information. • Acted as primary technical resource and contact for a tier one customer while on shift.• Member of a patch management team for a tier one customer. Assisting with installation of updates to mission critical servers. Performed remediation should an issue arise after installation of updates. • Tasked with accepting tier one engineers incident escalations. Performed troubleshooting and resolution of incident escalations. Maintained customers communications and status updates of incidents within service level agreements.• Provided support for various Microsoft products and services, including, but not limited to: Windows Server 2012/2008/2003, Exchange 2013/2010/2007, Hyper-V, Active Directory, DNS, Skype/Lync.• Provided support for various enterprise hardware and software solutions. Such as Ironport, f5 load balancers, Netapp, EMC, and VMware Show less

• Provided tier one IT support services and incident management to multiple large to small sized corporate customers. • Tasked with incident creation, categorization, troubleshooting, resolution and escalation of minor to high severity customer incidents.. • Tasked with accepting possible severity 1 and 2 customer incidents as primary responsibility. Performed initial investigation of possible severity 1 and 2 incidents to determine customer impact and scope. When a severity 1… Show more • Provided tier one IT support services and incident management to multiple large to small sized corporate customers. • Tasked with incident creation, categorization, troubleshooting, resolution and escalation of minor to high severity customer incidents.. • Tasked with accepting possible severity 1 and 2 customer incidents as primary responsibility. Performed initial investigation of possible severity 1 and 2 incidents to determine customer impact and scope. When a severity 1 and 2 customer incident was confirmed. Performed initial troubleshooting and communications via phone and email to customers, internal and external IT staff. Provided technical details of incident to customers, internal and external IT staff. Escalated severity 1 and 2 incidents to tier 2 engineers.• Tasked with investigation of server events and alerts. Determining severity and scope of impact to customer. Performed troubleshooting, resolution and escalation of incident tickets based on severity and customer impact. Escalated incidents to tier two engineers when needed. (Avanade acquired Azaleos in 2013) Show less

• Acted as primary IT contact and resource for multiple small and medium businesses. Provided IT services to customers and end users. Assisting customers and end users with various IT needs. Acted as an external IT resource for customers that had no internal IT support personal.• Provided support remotely and on site for Microsoft and Linux based servers, desktops. Performed troubleshooting and maintenance of servers and networking hardware, as well as various computer peripherals.… Show more • Acted as primary IT contact and resource for multiple small and medium businesses. Provided IT services to customers and end users. Assisting customers and end users with various IT needs. Acted as an external IT resource for customers that had no internal IT support personal.• Provided support remotely and on site for Microsoft and Linux based servers, desktops. Performed troubleshooting and maintenance of servers and networking hardware, as well as various computer peripherals. • Performed Assembly of new servers and desktops. Assisted in the deployment of new servers, desktops, networking equipment and computer peripherals. • Provided support for Linux based VPN, DNS, Web Servers, e-mail, and firewall solutions for customers. • Developed PHP and MySQL websites for customers. Show less

• Responsible for new computer sales of custom built home systems, servers and network equipment.• Responsible for system troubleshooting, repairs and upgrades.• Responsible for assisting customers with hardware purchases and hardware questions.• Responsible for assembly of custom built home systems and servers, OS installations, system upgrades and repairs, and home wired and wireless network setup.