Blackpoint IT Services (MSP Company Northwest
Region USA), Apr 2020 – Feb 2022 / Network and Security Operations Technician
Tier 2.5
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<!--[endif]-->Junior administrator of the remote monitoring and management
system (ConnectWise Automate) and specifically alerts and notifications, Client
onboarding and offboarding and respond accordingly through service tickets.
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<!--[endif]-->Client onboarding and offboarding in Automate, Auvik and other
tools
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<!--[endif]-->Junior administrator of SNMP network monitoring solution (Auvik)
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<!--[endif]-->Support of disaster recovery solutions (Datto)
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<!--[endif]-->Technical support and Administration of Webroot and Sophos
antivirus
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<!--[endif]-->Technical support at the network level: WAN and LAN connectivity,
routers, firewalls, and security
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<!--[endif]-->Support services for Microsoft Hyper-V Windows Server and
VMware vSphere
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<!--[endif]-->Support remote access solutions: VPN and Terminal Services
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<!--[endif]-->System documentation maintenance and review in IT Glue
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<!--[endif]-->Network and Security assessment using Network Detective for every
Advance Security Client
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<!--[endif]-->Dark web Monitoring thru ID Agent (Kaseya)
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<!--[endif]-->Malware remediation using Huntress
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<!--[endif]-->Policy configuration using Third wall
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<!--[endif]-->Communication with customers as required: keeping them informed of
i----------- progress, notifying them of impending changes or agreed outages
Blackpoint IT Services (MSP Company Northwest
Region USA), Feb 2018 – Apr 2020 / Servicedesk Technician Tier 2
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<!--[endif]-->Responsible
for handling proactive services issues (patching and alert generated service
issues), backup and disaster recovery and 2nd level support of
service request. This relates to all technology, to include workstations,
servers, printers, networks, and vendor specific hardware and software.
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<!--[endif]-->IT Helpdesk
Support relating to technical issues involving Microsoft’s core business
applications and operating systems
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<!--[endif]-->Support
of disaster recovery solutions local and cloud backup (Datto)
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<!--[endif]-->Basic
technical support at the network level: WAN and LAN connectivity, routers,
firewalls and security
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<!--[endif]-->Basic
remote access solution implementation and support: VPN, Terminal Services and
Citrix
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<!--[endif]-->Remote
monitoring and management and of system alerts and notifications, and respond
accordingly through service tickets
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<!--[endif]-->Supports
services for Microsoft related technologies: Windows Server, Exchange,
SharePoint, etc.
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<!--[endif]-->Exchange,
0365, Active Directory Administration account, group creation and modification
(New Hire, Leaver, Application, File share, Mailbox)
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<!--[endif]-->Anti-Virus
Administration (Webroot)
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<!--[endif]-->Support
services for virtualization technologies: VMware, Citrix and Hyper-V
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<!--[endif]-->Remote
access solution support: VPN, Terminal Services, and Citrix
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<!--[endif]-->Administration
and maintenance of the remote monitoring and management system: respond to alerts,
monitor dashboard and periodic system review
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<!--[endif]-->Documentation
and maintenance for all computer systems and network infrastructure
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<!--[endif]-->System
documentation maintenance and review in ConnectWise
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<!--[endif]-->Communicating
with clients: keeping them informed of i----------- progress, notifying them of
impending changes or agreed outages
Transputec (MSP Company UK), June
2017 – January 2018
Remote IT Support Desk Analyst (work
from home)
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<!--[endif]-->Providing
IT helpdesk support for nine different accounts with different processes
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<!--[endif]-->Active
Directory account, group creation and modification (New Hire, Leaver, Application,
File share Access)
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<!--[endif]-->Firewall
/ Router / Server monitoring thru NABLE SolarWinds, LogMeIn, ActivExperts ,
Vrealize
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<!--[endif]-->Firewall/
Router / Server troubleshooting thru RDP and LogMeIn Client
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<!--[endif]-->Mobile
Device Management / Android and IOS
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<!--[endif]-->Exchange
on Prem / 0365 Cloud Administration
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<!--[endif]-->Acronis
/ Ahsay CBS Backup Monitoring / Reporting
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<!--[endif]-->vSphere
Virtual Server Host Health Check Monitoring / Reporting
Atos IT Solutions (Global IT Enterprise Provider), Jan 2009 – May 2017
End User Administration Support / IT
Account Admin / L2 Service Desk
• Coordinate
data moves between file servers with users and Operations (Server 2008 and
2012)
• Add/change/delete
end user and Active Directory group permissions to access shares.
• Gathering
the information for who has access to what shares
• Adding
permissions to folders / setting up restricted permissions
• Add/Change
Mailbox, Distribution Lists/Group, and Mail Contact. (Exchange Management
Console 2010)
• Add/Change/
users from Active Directory groups
• Add/Change/
group memberships
• Add,
update, and disable application roles and access for users
• Troubleshoot
user issues and involve required support teams
• RSA
Security Console Administration
• New
Hires: End to end ticket process administration (access provisioning to
multiple applications and file shares)
• Transfers:
End to end ticket process administration
• Termination:
End to end ticket process administration (access DE provisioning to multiple
application and file shares)
• Inter
Domain Transfers: End to end ticket process administration
• Other
related projects, tasks or activities that may be assigned by the employee's
superiors
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<!--[endif]-->Providing
helpdesk support for three different accounts with different processes (BASF
N.A Chemical Company, XL Insurance Global, BASF APAC Chemical Company)
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<!--[endif]-->Answer
technical questions regarding software and hardware issues
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<!--[endif]-->Performing
Remote Session using Tight VNC, Control F1, LAN Desk Remote Control to resolve
any IT related issues
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<!--[endif]-->Microsoft
Office, Lync and IBM Lotus Notes Same Time Configuration
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<!--[endif]-->Identified
and resolved network connectivity issues wired or wireless
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<!--[endif]-->Using
Active Directory to administer users account and credentials
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<!--[endif]-->Capable
of fixing Citrix, RSA Synchronization, Cisco VPN Issue, Nortel VPN, Juniper
Networks VPN
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<!--[endif]-->Cisco
Unity Voicemail Configuration / SAP password resets
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<!--[endif]-->Blackberry
/ I phone setup for enterprise account
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<!--[endif]-->Outlook
03,07 and Lotus Notes 6.5,8 configuration
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<!--[endif]-->Proactive
seek improvements and enhancements to service support according to the business
objectives
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<!--[endif]-->Provide
processes for agents to utilize to meet case resolution requirements
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<!--[endif]-->Communication
of new or revised process on time
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<!--[endif]-->Updating
knowledge-based changes on the internal database
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<!--[endif]-->Ensure
that account processes are aligned with the Global Processes
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<!--[endif]-->Account
change control and management
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<!--[endif]-->Escalate
and follow-up on new releases or maintenance activities (product/process)
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<!--[endif]-->Provide
support to the agents when the release information is received
(product/process)
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<!--[endif]-->Ensuring
that the service provided by the agents is to the best quality
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<!--[endif]-->Proactively
seek improvements and enhancements to quality of service
Link2Support/ Synnex Concentrix
December 2004 – 2008
Product Support Specialist (Special
Applications Team L2)
Provide technical assistance thru phone, email
and chat in configuration of computer networking products for LINKSYS (a
division of Cisco) such as LAN / NIC Card, Router, Hub, Switch, print server,
wireless router, wireless card, modem, VPN, VOIP and small office network, Accept
escalated calls from Level 1 technician
