Todd Beard Email and Phone Number

Served as senior level analyst in service department. Responded to service tickets from client base andprovided remote support. Provided support for all aspects of Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy. Supported a wide range of applications including VMware, Microsoft RDS, Office, Exchange, SQL, Quickbooks, CCH Prosystems, PointClickCare, PDX, QS1; and a wide range of hardware including servers, workstations, network routers & switches, firewalls, printers, and phones. Worked closely with vendors to troubleshoot and resolve problems in timely manner. Provided assistance to and mentored team of 8-10 technicians. Solved complex problems escalated up by both service and project team members. Worked directly with service manager as resource for ensuring daily client service needs were fully met. Performed root cause analysis on repeat and/or high impact issues. Helped senior project team by completing new Windows server builds as needed. Assisted management with developing standard processes, practices, and procedures for growing service department. Contributed to hundreds of articles in internal knowledge base. Served on following teams: security, firewall management, MimeCast and SpamTitan management, ScreenConnect management. Consistently received excellent customer survey results and feedback (+97% gold star)

Managed daily backups for 25+ clients and resolved issues. Monitored anti-virus definitions for clientservers/workstations. Performed monthly firewall scans and flagged any vulnerabilities. Created monthly reports for backups, anti-virus definitions, and firewall scan results. Troubleshot incoming service tickets. Configured new hardware for clients. Traveled onsite to clients to both install new hardware and troubleshoot issues. Installed software updates and patches for applications across client base

Checked daily client backups and reported to manager. Assisted with troubleshooting backup issues. Troubleshot incoming service tickets from clients. Configured new hardware. Escalated high priority issues reported using established guidelines. Maintained high level of customer satisfaction