• Handled on boarding and off boarding of new and existing customers.• Handled active directory change requests for existing clients.• Responsible for pricing out client requests for new products.• Supported all client systems remotely using RMM and remote-control utilities. (Connectwise)• Fully responsible for handling patch and maintenance windows.• Installed and configured new physical and virtual servers.• Created process and procedure documents for all aspects of the business for clients and internal use.• Made hardware and software recommendations for internal systems and external clients.• Implemented new RMM and ticket management products (Connectwise)• Provided advise to streamline processes both operational and technical. • Kept abreast of changing security concerns and best practices. • Mentored lower-level techs.• Highest level of escalation support for various companies.• Acted as project manager for own projects.• Acted as liaison between our clients and vendors• Managed tickets and ticketing systems. (Connectwise)• Assigned tickets to other team members and monitored progress.• Worked with vendors on client issues outside scope of support.

• Installed and configured workstations for clients.• Installed and configured sonicwall firewalls. • Built hyper-v host servers and setup guest vms.• Created network diagrams and kept documentation up to date.• Tier 4 escalation support.• Provided advise to streamline processes both operational and technical. • Windows and SQL server support.• Kept abreast of changing security concerns and best practices. • Acted as project manager for own projects.• Acted as liaison between our clients and vendors• Updated client documentation in ITGlue.• Part of after hour rotation for patch and maintenance windows.• Created system packages for deployment through immy.bot software. • Mentored lower-level techs.• Handled active directory change requests for existing clients both onprem and in Azure.• Debugged windows errors to prevent/mitigate them from reoccurring.

• Implemented, deployed and administered Connectwise Automate.• Integrated Connectwise Manage with Automate.• Managed over 125 Windows servers across multiple VMware environments including Exchange and SQL servers for different clients.• Troubleshot SQL/Windows/Exchange issues.• Deployed new Windows based servers and appliances for client/internal needs.• Acted as project manager for own projects.• Acted as liaison between our clients and vendors• Debugged windows errors to prevent/mitigate them from reoccurring. • Managed Veeam backup jobs for multiple clients using Veeam Backup and Replication. • Troubleshot issues with Okta and o365.• Administered o365 hybrid environment for a client with +1,300 users.• Updated client documentation in ITGlue.• Fully responsible for handling patch and maintenance windows.• Kept abreast of changing security concerns and best practices. • Handled patch management through Ivanti for priority client.• Handled active directory change requests for existing clients both onprem and in Azure.• Wrote custom powershell scripts for troubleshooting and administrative tasks.

• Installed and configured firewalls including Sonicwall, Fortinet and WatchGuard.• Troubleshot issues with servers, firewalls and VPNs.• Configured and installed workstations for clients per company and client specifications.• Setup windows servers as per company and client specifications. • Troubleshot Office 365 issues.• Part of after hour rotation for patch and maintenance windows.• Troubleshot physical network issues, including cable problems.• Interfaced with the client via phone, chat and face to face.

• Project lead for Lync Server 2013 install and configuration for internal and external Lync access.• Created custom SQL scripts to gather data for reporting purposes.• Installed, configured and troubleshot performance issues with SQL Server on client's environment.• Setup and maintained lab environment for the department on a Hyper-V platform. • Hosted training sessions for Tier 1 and fellow Tier 2 team members to transfer and share knowledge. • Handled risk and high value clients.• Handled demanding customers with patience and professionalism.• Managed critical tickets for the client base and prioritized tickets as needed.• Worked with client IT vendors to streamline projects.• Project manager for client server migrations.• Performed server migrations on client’s environments.• Project lead for software upgrade procedures and related paperwork.

• Installed, configured and maintained servers and desktops/laptops.• Monitored and troubleshot backup failures. • Installed and configured networking equipment including Sonicwall firewalls.• Maintained Hyper-V hosts and virtual machines.• Priced new servers for clients and gave infrastructure recommendations.• Performed special projects including migration and systems integration.• Lead tech when it came to server down and mission critical issues.

• Wrote and updated custom Access databases for service and billing.• Handled all server and workstation upgrades, installs and maintenance.• Responsible for all hardware/software related issues onsite.• Exchange and SQL server maintenance. • Imported and exported data from Access to UPS software.• Setup and maintained BES server.• Project lead for conversion of client information to electronic. • Department head of IT and Accounts Receivable.