SUMMARY:

• Extensive experience / High level of passion in software and hardware support
• Customer service oriented with highly established problem - solving skills
• Wide knowledge of current technologies and high-caliber end-user support skills
• Advanced usage and understanding of Windows Operating Systems from XP to 10,
• Substantial training and work in the field installing and administering Windows Server 2012
• Can precisely follow directions with ease and handle accelerated issues in a calm, effective and professional manner
• Perform exceptionally well with new people/clients and enjoy doing so. The same can be said for new hardware / software
• Work beautifully in a team effort as well as independently
• Extensively practiced with DHCP and DNS in a Windows domain
• Wide array of experience with computer security event log reviewing and analysis
• Can quickly learn, understand and troubleshoot new programs gui / commands
• Enjoy working on multiple projects at once / Long-term experience troubleshooting multiple machines at once

TECHNICAL SKILLS:

Windows Server, Active Directory and System Center Configuration Manager and Systems Management Server, Microsoft Office 2016/365 and prior, Proficient with Sharepoint, Microsoft DynamicsCRM, wide array of Adobe Software, Mac OS Catalina and prior, Linux, Dolphin Imaging, Dolphin Management, Romexis, Various Backup and Monitoring Software including LANDesk, RelateNow, VMWare, VSphere, Horizon Suite, Sophos Complete Security Suite, Falcon Crowdstrike, Datto Management, Naverisk Suite, Ghost, IssueTrack, LogMeIn, ServiceDesk, CrashPlan, Zoom, Ring Central, Glip, G-Suite etc

EXPERIENCE:

Confidential

AV Technician

Responsibilities:

• Personally responsible and accountable for entire Confidential, NJ’s site’s Audio and Video Department
• Responsible for all equipment within my department, including auditoriums, conference rooms, autocad rooms, zoom rooms, huddle rooms, laboratories, matrix systems, skype call rooms, etc. and their successful performance / record / stream.

Confidential, ATLANTA, GA

IT Systems Specialist

Responsibilities:

• Personally, responsible and accountable for deploying, maintaining, and managing all components of the Gwinnett, GA University / Clinic Location s network and user desktop environment for all Faculty, Staff and Residents to ensure productivity and reliability.
• Support internal and external clients via an around - the-clock operation with my team with intense customer service focus.
• Sustained performance of systems for all Faculty, Staff and Residents from front-desk patient sign-up to top sales executives via continued client/colleague relationship bonds, as well as technological knowledge transfer - in ways specific to each user. Customer service is always key.
• Aforementioned systems and tickets include but are not limited to Dental equipment such as iTero 3D Model Scanners, Planmeca X-Rays, Class room Audio Video Equipment such as Crestron Devices, and the Dolphin Dental Software Suite and Database. Microsoft Office 365, Active Directory, Sharepoint/365, Various servers such as an RDP Server dedicated to residents, etc.
• Throughout my time troubleshooting within Dolphin I feel quite confident working in Dolphin Management and Dolphin Imaging - specifically from this contract.
• Determined when to phase out old equipment and provide new technology to help Faculty Staff and Residents achieve their objectives and goals, fully configured to their needs upon deployment.
• Utilized the RelateNow ticketing / monitoring tool to document all - including but not limited to: Resolution, notation, maintenance, protection, identification, authentication and tracking of systems hardware, software and performance.
• Monitored and kept network secure at all sites at all times via Falcon Crowdstrike Admin portal / tools, often working with the team depending on event.
• Ensured sufficient system resources and abilities work together with various peripherals including Mobile (both OS) / IP Phones, iPads, MacBooks, KVM Switch, Printers, Docks, Monitors, etc. with rapid turnaround time.

Confidential, ATLANTA, GA

IT Migration Specialist

Responsibilities:

• Migration and refresh project for all departments and users in the company on-site and internationally
• Configure various programs and tools per department / user, including top executives
• Produced and sustained documentation of the company's physical / logical layouts, the refresh project itself, software, networks and procedures.
• Work and collaborate with the existing IT Team ensuring Active Directory configuration matches current standards and works at the optimum performance / automation levels
• Ensure all company personnel involved in the project (400-500 users) are firstly comfortable with their hardware and software, and extensively confirm the users are up and working - backed up and restored to completion.

Confidential, ATLANTA, GA

IT Engineer

Responsibilities:

• Provided software and hardware support nationwide (via LogMeIn Console, 10Zig Console, Mitel IP Console, and vSphere) and onsite to the entirety of the company's personnel Accounting, Billing, Finance, Development, Marketing, Shipping, Sales, Human Resources, etc.
• Grew, grew-with and preserved a positive and dependable IT support experience and built strong relationships via thorough problem solving / understanding, and communicating calmly and professionally with colleagues and customers - ensuring swift resolution.
• Administered and supported all user virtual machines including assigning, rebuilding, access, virtual hardware configuration, OS and software configuration and remote support via VSphere and the Horizon Suite.
• Analyzed and resolved incidents within Centrify / Centrify Applications / User Created Apps
• Worked with my team, Development and other teams to resolve issues while documenting completely and unmistakably, resulting in higher performance standards
• Documented incidents and requests from beginning to resolution, and logged all documentation for knowledge transfer and utilization within our ticketing system (IssueTrack) and our selected documentation portal within Teams. Including found fixes, Powershell scripts, Registry edits, etc.
• Wide range of support including but not limited to: 365 and Exchange Administration (On and Off-Premise Environment), IP Phone administration (Mitel), Active Directory Administration, Various Servers' Administration, iOS device support, Network Printers and various other hardware configuration such as Maraki remote setups or various model printer setups, Security and Backup Procedures and Software such as Bitlocker and Crowdstrike, Routing / Switching, Imaging, Deployment, Migration, Network Drives / Permissions / Accessibility, New Hires and Terminations, etc.

Confidential, MARIETTA, GA

IT Technician / Telecom Lead

Responsibilities:

• Cultivated and preserved a positive and dependable IT support experience and built strong relationships via thorough problem understanding, ensuring swift resolution, and communicating / working with colleagues and customers in a complete and professional manner.
• Provided software and hardware support nationwide (via OnCloud, RDP) and onsite to the entirety of the company's personnel Accounting, Billing and Finance, Development, Marketing, Renewals, Maintenance, Leasing, Sales, Human Resources, Utilities, Evictions etc.
• Analyzed and resolved incidents and requests involving industry specific platforms such as Yardi, Egnyte, and Rently. Worked with Sharepoint Development and other teams to resolve issues and expand reliability and performance standards
• Administered VOIP system for all Company sites via Vonage, as well as purchases (Headsets, POE desk phones, POE Conference Phones, User Accounts etc.) Handled new user configurations and existing user alterations including mobile client, physical desk phone and desktop client(s) configurations
• First always - on-site IT member hired under management, and became a main point of contact and reliability for all end users from Department Directors to Call Center Agents to Contractors
• Documented all stages of incidents and requests from beginning to resolution, and logged all documentation for knowledge transfer and utilization within our ticketing system (ServiceDesk)
• Wide range of support including but not limited to: 365 Administration, Active Directory Administration, iOS device support mainly iPads / iPhones, Network Printers and various other hardware configuration such as check printers, Security and Backup Procedures and software such as BitDefender and CrashPlan's Code42, Routing / Switching, Patching / Cabling, Imaging, Deployment, Migration, Network Drives / Permissions / Accessibility etc.

Confidential, PIPERSVILLE, PA

IT Specialist / Field Technician

Responsibilities:

• Deploy, maintain, and manage all components of the network and user desktop environment for all clients to ensure productivity and reliability.
• Mainly Windows OS with focus on 7 / 10 as well as Server 2003 - 2012
• Perform routine Backups and Server Maintenance for entire customer base from cloud based storage to physical removal and replacement of solid state or hard disk drives on a per client schedule
• Install and Configure various applications client to client including typical Microsoft Office 365, remote software, anti-virus (typically Webroot) to more client specific applications such as components of the Adobe Suite, Booking solutions such as Quickbooks, POS interfaces, Conference interfaces such as GoToMeeting, etc.
• Support internal and external clients via an around-the-clock operation with intense customer service focus via Naverisk (Host Monitoring / Remote tool) and Datto Systems (Host Monitoring / Cloud based storage and access).
• Sustain performance of systems for all employees from point-of-sale up to CEO via continued customer relationship bonds and knowledge transfer in ways specific to each user. This includes new hires, employee removal and moves / transfers.
• Determine when to phase out old equipment and provide new technology to help clients achieve their objectives, fully configured to their needs upon deployment - Notable projects including adding tablets (iPad / Surface) to external sites with determined accessibility to the network, company-wide IP Phone installation / configuration, Full Department moves / Department Operating system upgrades, Network hardware upgrades (routers / WAPs / switches)
• Personally accrued Univest Financial as a client via prior colleagues and personally managed branch to branch support events including insurance locations - with direct responsibility and constant contact with their in-place IT Department and Management
• Dispose of obsolete equipment, ensuring the toxic hazardous materials are recycled and disposed of effectively.
• Ensure sufficient system resources and abilities together with various peripherals including Mobile / IP Phones, Hotspots, Printers, Docks, Monitors, etc. with rapid turnaround time during system and hardware migrations.
• Document all - including but not limited to: maintenance, protection, identification, authentication and tracking of systems' hardware, software and performance.

Confidential, HATFIELD, PA

IT Support Technician / Field Technician

Responsibilities:

• Provided extensive and immediate support to top management and executives
• Worked as a team in maintaining and backing up various network servers and hard drives
• Managed desktop / laptop computers along with numerous peripheral devices, enterprise level printers, desk phones and their back bone cabling, smartphones, factory / lab equipment, software deployment, security updates and patches
• Produced and sustained documentation of the company's physical / logical layouts, systems, networks and procedures
• Performed research on new products and actively supported / implemented
• Provisioned new-hire equipment such as laptops, desktops, desk phones, cell phones, hot-spots, scan guns, printers, scanners, etc.
• Managed company assets for purchasing software / hardware