Diagnose and troubleshoot client software and hardware issues across various operating systems (Microsoft, Apple, Linux) and virtual host platforms (Hyper-V, VMware)Provide enterprise-level technical support, while maintaining the design, integrity, and resiliency of customer networks, servers, software systems, and cloud solutions.Handle escalations from Tier 1 Technicians and Engineers and manage customer expectations to ensure high satisfaction.Setup and configuration of VPNs and Terminal Systems for clients.Deployment and script development for RMM software with assistance from Senior System Administrators. Create and update systems documentation, document internal and client processes and procedures, and handle business-critical IT tasks.Client training on proper computer sanitization etiquette, cybersecurity practices, and emerging dangers in the information technology space.

On-site deployment, configuration, relocation, and teardown of endpoints, network equipment, and peripherals. Met with executives alongside Account Managers to assist in providing appropriate recommendations to infrastructure upgrades and adjustments within budget.On-Call and emergency on-site technical support after hoursRMM deployment and maintenance with assistance from Senior System and Network Administrators.

Provided outstanding technical support during each customer interaction (90% Windows Support/10% Mac OS Support).Resolved at least 15 tickets per day and maintained a Customer Success Score of 90% or higher.Notated each ticket with a problem and resolution and empowered customers by teaching them to solve repeat issues by maintaining an active presence in team slack channels.Accurately reflected the DeepNet mission statement by maintaining a positive attitude and maintaining six or more hours in the call queue each day.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.Explained security measures in simple terminology to help users understand malware and phishing threats.Assisted infrastructure and network teams with client-facing projects.Worked with remote Technical Account Managers by providing proactive on-site work for clients.

Maintained professional, organized and safe environment for employees and over 250 daily patrons. Troubleshooting of technological failures in telecommunications network for front of house P.O.S. and back office operations.Onboarded new employees with training and new hire documentation.Resolved customer complaints by actively listening to concerns and finding appropriate middle ground. Supervised labor costs and monthly expenses to remain in line with quarterly budget and cost of goods sold analysis

-Oversee day to day operations of company. - Attend meetings with executive team, managers, and leads to determine operational needs. - Develop and implement emergency preparedness procedures- Respond to emergencies involving clients or staff-Coordinate with Head of Security to ensure optimal readiness in the event of any emergency threat-Conduct drills to evaluate security responses-Coordinate with CEO and CFO to prepare and control budgets for operations-Monitor expenses of operations-Review financial reports to ensure quality of security services-Educate staff on emergency response action-Coordinate new training implementation-Monitor CRM software and usage-Develop standard operating procedures for each new account -Analyze data to form proposals for improvements (e.g. implementation of new training, technology, etc.)- Know the week to week hotpoints to be able to efficiently fix issues