Element Technologies
Site Reliability Engineer
11/2021-Current
Operated as internal architect and administrator for the company, deploying new technologies and managing the company tech stack for 4,000+ endpoints and 90+ small-medium sized businesses
- Automated device deployments and user setups with services including Microsoft Endpoint Manager/Intune, JAMF, Samsung KNOX, Windows Deployment Services, and Microsoft System Center Configuration Manager (SCCM)
- Created scripts and small applications in different scripting and coding languages such as Powershell, Python, and inside N-Central's native scripting environment
- Handled all internal support requests including new employee and client onboardings, training employees on company tools and mentoring the service support center on a weekly basis
- Built code repository and package repository/manager for employees to publish their tools and scripts to
- Onboarded and deployed security tools such as Crowdstrike, Arctic Wolf, and Authpoint/ZeroTek
- Completed RMM migration project for all endpoints from ConnectWise Automate to self-hosted N-Able N-Central which increased automation opportunities and proactive efficiencies
- Assisted with on-site needs in the SW FL area encompassing projects like office moves and security audits
- Piloted tests for new tools internally from Threatlocker, Proofpoint, N-able, and Liongard
- Improved the reporting and review processes for client assets across local and cloud environments using Power BI and better organization+cleaning of data exported from all of our tools
Beyond IT Support Cloud Advisors
Cloud Support Engineer
02/2020-11/2021
Completed projects and escalation tickets as a point of escalation for the help desk team, lots of cloud migrations and virtualization work
- Passed Microsoft Azure Administrator cert (AZ-104) using knowledge built from cloud opportunities and projects
- Completed engineering tickets and projects, mainly L2 and L3 service desk work, an average of 70 tickets closed per work week
- Built upon experience working with different types of networks and network appliances (Sophos, Ubiquiti, WatchGuard, pfSense)
- Gained a lot of experience working with virtualization, company has self-built lab inside data center where clients are virtualized and hosted on bare metal VMWare ESXi within our secured network
- Finished projects that included cloud networking, computing, and identity service in Azure and Azure AD (both cloud and hybrid setups)
- Handled Office 365 management for clients including Microsoft Exchange, Intune, OneDrive, SharePoint, Teams, etc. Automated as many tasks as possible using Powershell and Power Automate
- Managed Azure subscription, Office 365 licensing, and Office 365+Azure billing
- Inherited existing backup verification procedure, previously working with Veeam but migrated to Storagecraft storing and verifying backups for virtualized and hard metal servers/workstations, cloud replication goes to AWS storage
- Trained new employees both in-person and remotely after company absorbed smaller MSPs in the SWFL area
Velocity Technology Partners
IT Technician II
08/2018-02/2020
Gained IT operations experience as a key member of the help desk and completed on-site visits and work as dispatched
- Worked with ticketing system and documentation system (Autotask & ITGlue)
- Assisted engineers with server creations/migrations, environment setups (both physical and cloud-based (Azure))
- Fortified clients environments with firewall and security/networking installations/setups (Dell, Datto, Cisco)
- Gained large amounts of experience with recurring on-site visits for different clients and environments (health care providers, financial advisors, large and small businesses)
- Packaged remote management software, anti-virus installations, 2FA methods, and other standards for newly on-boarded clients
- Answered phones to triage issues and assist clients as a 'first-line' of help
uBreakiFix
Assistant Team Manager
06/2017-08/2018
First job opportunity to work on hardware troubleshooting and repairs for desktops, laptops, cell phones, tablets, and more
- Worked with ticketing system (uBreakiFix portal/inhouse system)
- Repaired phones, tablets, computers, etc. for customers
- Attached warranty coverages and accessories
- Built computers and laptops based on customers' requests and/or needs
- Completed troubleshooting and root cause diagnosis for computers, tablets, phones, and a number of other electronic devices
- Recovered data from devices, backed up important data for clients while educating them on best practices
- Advised customers on best devices to buy for their use-case and assisted with questions or issues they had
Best Buy
Mobile Verizon Expert
06/2015-06/2017
Primarily focused on mobile device sales, activation, and management
- Started as part time, worked up to full time while learning how to best work with customers
- Consistently top 30 in district for rev/hr. (avg $650/hr)
- Advised customers on most relevant plan and devices for their situations and wants/needs
- Attended training events for Verizon, Apple, and other large partners due to great performance
- Learned how to find entire solutions for customers' technology needs
- Transferred data and information to new devices during activation, recovered data from devices that were damaged or old
- Kept on top of changing technologies and devices as they were released on a yearly basis