United States
• Manage cloud and on-prem infrastructure and users, covering security services, networking, servers, virtualization, storage, backups, disaster recovery, and policy enforcement; automate software deployments; integrate APIs; manage certificates (websites, VPNs, RDG); and maintain firewalls, switches, routers, and APs. ◦ Responsibilities include escalations, project work, onsite visits, patching, rule/policy configuration, content and geo-filtering, DNS/DHCP management, VPN configuration, wireless management, VoIP management, RMM management, storage oversight, and ensuring high availability. ◦ Systems include Azure, AWS, O365, Entra, Active Directory, Group Policy, Intune, Cisco, Fortinet, SonicWall, UniFi, Kaseya VSA, Datto RMM, ESXi, VMware, Hyper-V, Veeam, Arcserve, Sophos, and PRTG. • Troubleshoot LAN and WAN issues, diagnosing packet loss, jitter, latency, DNS failures, DHCP exhaustion, IP conflicts, and routing problems. Resolve outages and optimize network performance using SNMP and network analyzers. • Lead vulnerability remediation efforts and assessments, ensuring PCI compliance across client environments, and collaborate with vendors to apply critical patches and security updates. • Provide technical guidance to team members and cross-department partners, assist with project work, and streamline IT operations and documentation in IT Glue.
• Monitored network infrastructure using Kaseya VSA and PRTG, overseeing device and package management, and responding to incidents to maintain network stability and performance. • Worked escalated tickets for Windows and macOS troubleshooting, managed Active Directory, Office 365, Group Policy, Intune, and provided network and system performance troubleshooting in a hybrid environment.
• Built, configured, patched, upgraded, and troubleshot physical and virtual Windows/ESXi servers, workstations, and domains across 30+ client environments. Managed ongoing server, network, and security operations, assisted with budgeting and planning, and maintained accurate documentation including time tracking and network design records. • Assisted in scheduling and delegating IT tasks to team members to ensure efficient workflow, monitored help desk operations to ensure timely resolution of support requests, reviewed time card submissions, conducted 1-on-1 meetings, provided guidance and support to junior team members in resolving technical challenges, and assisted in onboarding new employees with IT setup and training.
• Provided clients with on-site support for most common tech support issues such as hardware troubleshooting, software troubleshooting, network troubleshooting, virus/malware removal, and data recovery/backups. • Clients included individuals, small to medium-sized businesses, and non-profit organizations.
• Supported end-users with Windows OS, hardware, and software troubleshooting across desktops and laptops for a large user base resolving issues efficiently and contributing to high first-call resolution. • Created online documentation to improve our knowledge base and to help employees resolve day to day issues. • Performed routine system maintenance, including updates, patching, and driver installations to optimize performance.