Greater Boston
I am a multi-talented intermediate IT support professional with a growing knowledge of cybersecurity and four years of MSP experience supporting more than 200 clients and 30,000 endpoints. Recognized for demonstrating a natural aptitude for navigating issue identification and resolution of a variety of technical systems and processes, as well as for creating efficiencies and courteously serving customers. Professional focal points include information security strategy, desktop/help desk support, IT infrastructure oversight, inventory management, documentation/reporting, network issue resolution, regulatory compliance, remote IT assistance, team collaboration, customer service, troubleshooting, and PC deployment. Delivering superior administration on the latter areas of expertise requires utilization of effective interpersonal, communication and organizational skills, as well as resource management to support efficiency and optimal outcomes. Currently, I am a Collaboration Specialist - Tier 2 with Proton Dealership IT. I perform essential support functions in partnership with help desk and engineering teams while maintaining documentation and keeping a knowledge base up to date via ITGlue. I diagnose and resolve network issues (Cisco Meraki, Unifi, Sonicwall, etc.), resolve even more complex escalated issues in conjunction with clients, and address problems related to Windows, Mac, VPN, VMs, VOIP, Printers, DNS, DHCP, and Azure. In addition, I handle on-boarding and off-boarding, and administer Microsoft Office. Colleagues describe me as a progressive, driven, and technically adept desktop and helpdesk support specialist who can be relied on to offer security-conscious IT troubleshooting and management solutions. I am pursuing new opportunities and can be reached through this profile, or by phone at: +1 603-321-4545.
Chart a successful course for IT assistance related to LANs, routers, peer-to-peer file sharing, connectivity of remote desktop servers, TCP/IP networking, and more. Assess and generate solutions to hardware and software issues for automotive and medical business clients via phone, email, and chat. Identify and resolve network and connectivity issues related to Cisco Meraki, Fortinet, and Ubiquiti; resolved between 10 and 30 connectivity issues per week Provide accurate and timely troubleshooting of issues related to Dealership OMS, VoIP, MS365, third party applications, Windows Server, and Desktop, MacOS, printers, VPNs, and more. Play a key role with onboarding clients’ new hires by creating user accounts locally and in Active Directory. Establish and manage email accounts and licensing in MS365 and G Suite. Navigate all phases of ticketing and guide clients through issues remotely using Connectwise IT Management software. Align technical support functions with current FTC regulation security requirements.
Quickly built and nurtured positive relations with clients, assessed needs, and provided general IT support. Handled the documentation of process and workflows and report support outcomes to senior leadership. Helped maintain a high-performance culture and motivation within the team through collaboration and communication. Ensured ongoing adherence to all relevant company processes and procedures. Identified and escalated priority issues per client specifications.
Cultivated positive customer experiences through comprehensive evaluation of customer needs to secure appropriate replacement parts. Delivered insightful recommendations to customers leveraging strong knowledge of the full line of parts. Determined product failure trends, helped customers select more suitable parts, and reported known failures to senior management. Maintained accurate and current computerized stock records through continuous review and maintenance, inspected the stockroom, and performed regular parts and product counts. Documented parts returned under warranty, tracked special orders, and provided status updates to customers. Processed customer invoices and confirmed the quantity of received stock. Drove adherence to company safety procedures and staff handbook policies.
Spearheaded the conceptualization and creation of new procedures for streamlining inventory control operations. Decreased the amount of time taken to locate parts by modifying part numbers and locations; parts sales increased 300% during my tenure. Synthesized sales trends to remain current on customer demands and in shop needs, ordering parts in accordance with results and reducing unnecessary stock. Boosted sales growth and improved inventory management by effectively regulating daily parts program activities through perpetual inventory and proactivity. Applied customer needs and preference analysis to the execution of hands-on customer assistance. Employed excellent understanding of multiple computer systems to complete a broad range of critical tasks. Supervised, trained, and mobilized high-quality performance from new and existing staff. Guided customers and parts department employees through technical functions, providing expert knowledge and support.