Works on a team of engineers to complete projects that help with keeping client IT infrastructure up to date and streamlined, including migration of email and data from on-premise to cloud based platforms. Onboard and off-board clients with the use of remote management tools to ensure seamless transitions. Assist with or complete tickets escalated from help desk technicians, and help provide training as necessary. Manage Office 365 Email/OneDrive/Sharepoint environments, along with Azure virtual machines.

• Complete and assist with tickets escalated from help desk technicians

• Consolidate client on-premise environments by moving infrastructure to the cloud with Azure VMs or migrating to SharePoint/OneDrive

• Maintain and implement Cove backups for over 100 clients

• Maintain remote management and monitoring tools, including NinjaRMM and ConnectWise Control

• Manage and monitor EDR platforms, including Huntress and BitDefender

• Keep SonicWALL TZ firewalls up to date and replace when end of life

• Work on creating automation using our management tools to streamline internal day to day work

• Maintain client local networks, including WiFi using Unifi, using VLANs to segregate traffic when necessary

• Manage client email security through Acronis Perception Point filtering

Manages team of Level I to Level III technicians in daily Help Desk tickets, assisting where needed and providing technical training as necessary. Onboarded twenty new clients using remote managing and monitoring tools. Suggests/completes projects including server migration/consolidation, on premise to cloud email migration, and networking hardware refreshes.

• Oversee day to day operation of help desk ticket flow, from initial contact to ticket closure

• Complete all escalated support tickets

• Consolidate client server infrastructure to VMWare ESXi virtualized environments

• Migrate clients from legacy POTS telephone systems to 3CX or SkySwitch VOIP options

• Implement and maintain StorageCraft backup solutions for 35 clients

• Build networks for clients expanding into new remote offices, linking them together over site-to-site VPN tunnels

• Migrate clients from outdated Internet firewalls to new Sophos XG firewall hardware

Brought onboard as a Level I helpdesk technician and advanced to Support Manager, directing a team of four Level I to III support technicians. Provisioned and deployed 30 replacement servers over a six-month period.

• Triaged 50+ daily inbound support requests to level I, II and III technicians

• Assisted with 10 to 15 escalated tickets a day from level I, II, and III technicians

• Migrated clients from in-house or hosted Exchange to Office 365 email

• Scheduled appointments for the onsite technicians

• Moved 50+ client backup solutions to Continuum Backup and Disaster Recovery platform

Responsible for the troubleshooting, diagnosing and repairing of customer desktop and laptop computers. Refurbished desktops and laptops for affordable resale and donation.

• Provided remote, phone and email support to home and business clients

• Scheduled on site appointments

• Suggested ideas to improve business operations, such as ticket tracking software implementation and remote access support options for customers

• Coordinated client billing for completed service tickets

• Generated extra revenue by suggesting hardware and software upgrades