On-Site Support Technician Ii
San Francisco Bay Area
Provide help desk support to approximately 90 companies with 30–120 end users employing a wide range of computer hardware and production software issues in a Windows and OS X environment. Strong focus on customer service, both remotely and onsite, specializing in high-profile and high-needs clients. Provided tier 1 and 2 client support for clients with 30 – 120 users working with Office 365, G Suite, active directory, Adobe Creative Cloud and Cisco/Meraki VPN and MDMs. Created user training for Chromebox, G Suite, Office 365 and a variety of AV components, as well as tailoring new hire documentation to fit to each client’s specific needs. Maintained server archives and managed space to keep resources available. Handled active directory administration, account creation, configuration, termination, and new user setup. Daily administration of G Suite, Office 365 and Adobe Creative Cloud, including creation and training for new user accounts. Monitored clients’ needs, including equipment upgrades, and identified opportunities to decrease expenses, resulting in savings of more than $60k/year, while improving the overall user experience. Assisted on projects implementing hardware upgrades for switches, firewalls, access points, as well as email migrations from Intermedia to G Suite and Office 365. 4+ years creating and administrating Microsoft Azure in an active directory environment, creating and maintaining VMs and monitoring backups. Utilized ITGlue to maintain network documentation for all clients. Set up and administered Sophos encryption. Rolled out 2-step authentication and supported primary contacts with reporting, following-up on user compliance.Experience with Meraki hardware, software and dashboard
