• Provides support to ZAG’s clients on all supported networks, platforms, and applications,

(Premier and TF) including but not limited to Microsoft 365, Microsoft Azure, CISCO/Meraki, DUO,

Threatlocker, Sentinel One, Sonicwall, Google Apps/GSuite, Ruckus, Windows Server/Windows 10

and 11

• Handled front-line support (tickets and phone calls) for even the most severe issues, escalating

as required when a different department is responsible for the required work. This includes being

responsible for communication to Account Managers, Team Leads, Engineering or Escalations

departments to ensure resolution.

• Took additional time when working tickets to document changes and new information in IT

Glue and considers accurate notes in Connectwise essential to leaving it better for the next

person.

• Managed approximately 60 assigned accounts (Team C Lead) Handling all troubleshooting or high level technical issues as an escalation point, in addition to answering questions and providing assists, including acting as a backup for other Team Leads

• Mentored and trained junior members of the Helpdesk (Lv 1 & 2 Engineers)

Stayed in-tune with client strategy and assisted Technical Account Manager in strategy development/implementation and acted as change manager

• Additional responsibilities include Response Center Engineer (RCE) responsibilities listed below.

• Provided support to Endsight’s clients on all supported networks, platforms, and applications including but not limited to Microsoft 365, Microsoft Azure, CISCO/Meraki, HP, HP/Aruba, Sonicwall, Google Apps/GSuite, Ruckus, Windows Server/10

• Responsibilities included troubleshooting computer, network, and application issues to determine root cause and advise/implement appropriate solutions

• Created support tickets for inbound calls and email related to general technology issues, offline servers, power, and ISP utilizing ConnectWise

• Created and assisted in the maintenance of server, workstation, network, and application documentation (Enterprise IT Infrastructure)

Recommended and implemented IT infrastructure solutions for businesses in the greater Bay Area