• Subject Expert in Email Security and Web Application Firewall products such as Mimecast, Imperva, and Cloudflare.• Deploy and maintain Microsoft SQL Server implementations in a Windows Server environment.• Administrate multiple virtual environments on different platforms, including VMWare, ESXi, and Scale Computing.• Maintain and troubleshoot hardware firewall and network configurations, including Watchguard, Sonicwall, Fortinet, and Meraki.• Configure RMM and Endpoint Management solutions, including N-Central, Intune, ImmyBot, Connectwise Control, GoToMyPC, and others.• Administrator for CRM Autotask PSA, Duo Security, Vonage VOIP, and other internal tools.• Monitor and maintain backup solutions such as Veeam, Datto, and Cove.• Powershell scripting to automate tasks, configure servers and endpoints, administer Office365, and more.• Resolve escalated issues from the Support Team, providing training, developing documentation, and engineering solutions to complex issues.• Dedicated point-of-contact for multiple clients for complex issues and projects.• And much more!

• Training, workflow management, and technical escalation for the Client Support Team.• SOP and Knowledge Base development, including technical writing.• Datacenter Server Monitoring and Administration.• Windows Server Administration. • MSSQL Server Administration.• DNS and Domain Name Management.• Network Troubleshooting.• Active Directory, Exchange Server, and Office365 email administration.• Powershell and batch scripting and automation.• On-site support, including user education, workstation, printer, networking, and server installation and troubleshooting, and technology rollout coordination.• Some technologies and products used and supported (non-inclusive, in no particular order): VMWare and Scale Cluster Management, SolarWinds MSP Tools, PRTG, ScreenConnect, Autotask, ZenDesk, Jira, Confluence, ITGlue, Zoom Administration, GoToMeeting, WebEx, Nextiva, Google Admin (Enterprise Email and Chromebook MDM), Microsoft 365, Powershell, MSSQL, MySQL, IIS, Exchange, Azure Active Directory, WorkspaceONE, Remote Desktop, Terminal Services, Veeam, Slack, MS Teams, SonicWall, WatchGuard, Meraki, InTune, ExtremeIQ/Aerohive, Netwrix, Cradlepoint, Nerdio, Adaxes, and much more.

Managed Services Provider focused on providing relentless Client-Focused services and solutions.• Responsible for hiring/interviewing, training, scheduling, and managing the front-line helpdesk.• Regular Client meetings to ensure service metrics and expectatios are being met.• SOP development.• Quality Assurance scoring and KPI measurement.• Also served as a technical point of escalation for more complex or undocumented issues.

Senior Lead Technical and Customer Support for a Web Hosting and Design company, including:• Training, workflow management, and technical escalation for other Leads and Agents.• SOP and Knowledge Base development.• Citrix XenApp, XenDesktop, and ShareFile support.• Datacenter Server Monitoring and Administration. • Linux Server Administration.• Windows Server Administration.• Web Development: ColdFusion, PHP, Javascript, ASP.NET, WordPress, Joomla, DotNetNuke, eCommerce, cPanel, Plesk, and more.• MySQL and MSSQL Server Administration for Shared and Dedicated Environments.• Server Load Balancing.• DNS and Domain Name Management.• Promoting and cross-selling products and services.• Search Engine Optimization (SEO).• Network Troubleshooting.• PCI Compliance Security.• Active Directory, Exchange Server, and Office365 email administration.• Android and iOS email support.

Performed Television, Internet, and VOIP Tech Support for CableONE. This included troubleshooting of:• RF signal/noise issues for TV and Internet connectivity.• Internet browser and connectivity issues.• Spyware/virus detection.• WiFi setup and signal/connectivity issues.• VOIP phone setup and connectivity issues.• Dispatching technicians and Billing inquiries.• Diagnosing NOC-related issues with CMTS and end-to-end connectivity.

Supported software and hardware products to meet the needs of the Restaurant Industry, including:• Product support for "Flat-File"-based Point-Of-Sale Client/Server software and hardware.• Touchscreen and receipt printer troubleshooting.• Product support for Bump-Bar software and all associated hardware.• Assisted clients with financial reporting analysis.• Assisted in the development of rapid-deployment strategies for cloud-based point-of-sale software.• MSSQL and Oracle Server database management and configuration.• Wrote custom batch scripts and performed database modifications to meet the needs of specialty clients.

Department supervisor for a product support team that provided software and hardware to meet the needs of the Hospitality Industry, and in this role I wore many hats:• Managed a team of over 50 personnel as part of a team of 5 supervisors.• Provided guidance to Tier 1, Tier 2, and Tier 3 Technicians to provide solutions to specific issues.• Subject matter expert in all products supported.• Liaison to other departments.• Guided workflow of the department.• Assembled and provided Daily Activity Reports to upper management.• Developed SOPs to improve efficiency.• Ran training classes for continuing education.• Authored and developed technical documentation.• Handled escalated calls and TLC clients.

Help Desk product support for multiple software and hardware products catered to the Hospitality Industry, including:• Hardware and Software troubleshooting.• Interfacing with PBX and other 3rd party hardware through software and hardware emulation.• Printer troubleshooting (receipt and desktop).• Remote Server and Workstation re-imaging.• Quality Assurance (QA) testing.• SQL Server Database administration and troubleshooting.• Server installation, administration, troubleshooting, swapping and upgrading.

Technical Support for web-based software and web-space administration to manage websites catered to the Real Estate Industry, including:• Product Support for software to manage content of websites.• Content Management and Search Engine Optimization (SEO) on behalf of clients.• Web Domain Administration (A, CNAME, MX record administration).• Custom Web Design using HTML, CSS, and JavaScript.

Assisted the developers in deployment of custom database software and hardware solutions to client locations:• Deployment of 25-100 client computers to location, including setup and Imaging.• Installation of ethernet wall jacks and wall-wiring.• Database server installation and administration (Windows NT 4 and Server 2000 running MS/SQL 7.0 and 2000) using hot-swappable RAID enclosures.