Proven skills in troubleshooting devices, recommending products and resolving customer issues. Trusted leader and problem-solver with a self-directed approach and good critical thinking skills.
Knowledgeable Solutions Specialist well-versed in current industry, market and product trends. Excellent communication, multitasking and organizational abilities.
Competent Escalation Engineer well-versed in assisting Internal and External users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Axxys Technologies- Solutions Specialist, Escalation Engineer Plano, Texas02/2020 - 09/2020
Decreased time to resolve client issues by improving client communications on issues previously handled by a team with limited technical experience.
The issues may not be technically challenging but politically charged or mission critical situations requiring the highest level of customer service.
Support of Multifactor / SSO / MDM Products: Duo, Office 365.
Working knowledge of: Network troubleshooting, Windows Server operating systems, and Windows OS specific problems.
Identified issues through root cause analysis to implement corrective action.
Enhanced customer satisfaction ratings by resolving issues efficiently.
Comprehensively maintained stability of essential data backups on 24 hour basis.
Managed development of system protocols to deliver complete and persistent data set.
Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
Paranet Solutions- Systems Engineer Plano, TX02/2019 - 02/2020
99% customer satisfaction rating.
Oversaw implementation and application of SaaS tools across entire company system.
Developed exhaustive data reports and analysis to upper-management on a daily basis.
Planned and implemented Azure and Vmware upgrades to system hardware and software, resulting in 100% uptime and customer satisfaction.
Standardized job tasks and trained junior team members on industry best practices and standards.
Analyzed complex project server issues and worked on large enterprise and business-critical applications.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Troubleshooting Exchange Online, On-Prem Exchange and Hybrid Environments.
Advanced Troubleshooting of SharePoint environments (2010, 2013, SharePoint Online)
High level expertise in permissions, policies, and Licensing within O365 Azure troubleshooting Ability to run reports within Azure to find a cost savings.
Advanced knowledge of security, governance and compliance (e.g.DLP, MDM, E-Discovery, retention and encryption MFA)
Develop and maintain documentation required to support the server infrastructure
Consulted on redesign of client's server infrastructure resulting in a 20% increase in uptime.
In depth Knowledge of Azure Active Directory, Azure Powershell, and Azure Environment setup.
Server Patches and Upgrades per Microsoft Best Practices Administer public cloud providers including Amazon AWS, Microsoft Azure and Google GCP.
Group Policy advanced configuration and troubleshooting
On-call rotation with 24 hour up time
Monitor server, storage, and networking performance and troubleshoot accordingly
Conduct site-wide monthly patch and optimizations.
Administer Microsoft HYPER-V and VMWare manager Configure and troubleshoot Azure environment including VM's, Storage, network connectivity and backups.
Conduct advanced windows server troubleshooting.
Add and/or configure new systems to the backup / restore environment as required Perform functional analysis and hardware cost – benefit studies to determine proper allocation of resources.
Assist with troubleshooting Citrix, VPN, and RDP issues from clients Create and update network documentation.
Crossmark- End User Specialist / Systems Engineer, Systems Engineer Plano, TX07/2017 - 02/2019
Manage escalations with the vendor and escalate to the senior systems team.
Server Troubleshooting including IIS, RDS, Windows Services and task scheduler.
Escalation point between the business and the Senior Systems team.
SSL Renewals including Azure and Windows Server 2012 IIS Experience with PKI/SSL Certificate Administration Updating process for more streamlined and efficient practice.
Administration of Azure AD Connect Synchronization Service, Federated Services for Office 365 User project management skills to complete projects in a timely fashion.
SharePoint Administration Update permissions and add external users to our site Configure sites for business use Configure third party vendors to access our data within SharePoint Ability to integrate SSRS reports into SharePoint Use visual Studios for updates and configuration of UX.
PowerShell Use Office 365 Administration Active Directory Administration Exchange Administration Permissions and Adding, deleting and forwarding of mailboxes including shared and distribution lists Experienced with services such as Retention Policies, MDM, Email Encryption, and Threat Protection Mailbox tracing and eDiscovery Change Requests using ITIL framework Updating and backing up servers for development teams in stage and production Create task schedules and deploy them on production and development servers.
Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
Wrote and maintained custom scripts to increase system efficiency and performance time.
Participated in all phases of system development life cycle, from requirements analysis through system implementation.
Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Boerne ISD- Campus Technician/ SharePoint Administrator Plano, TX01/2015 - 07/2017
Fixed Technology issues relating to printers, computers, smartboards, tablets, and network connectivity
Used the ticketing system to complete technology problems and requests
Worked with management team to execute new technologies and mass deployments of Windows 10
Experience working on issues from senior level management to resolve computer and SharePoint issues
Worked as an escalation point to tickets
Supported internal applications
Experience with AirWatch and organization
Lead SharePoint Designer/Administrator:
Worked alongside the Director of technology to Apply third party theme, permission sets, and UX design.
Configured the backend using Asp.net, CSS, and HTML to configure the site to the managers specification
Added collaboration and content to SharePoint Online using Word, document libraries, Lists, and Team Sites.
Troubleshoot issues with users and collaboration features.
Used project management skills to meet with department heads, communicate progress and schedule meetings for updates.
Demonstrated individual solutions for complex problems with each end user.
Wrote technical documentation for end users and Technology staff
Setting permissions/administering permissions on site lists, libraries and sites.
Experience in editing/managing SharePoint master pages and layouts using SharePoint designer, and visual basic.
Implemented Document Management using features such as Site Columns, Security, and Versioning
Used out of the box and third-party applications for the business needs
Worked on multiple projects with SCCM
OS Deployment, out of band management, reporting and driver deployment
Configure the KMS server to work with windows 10/office
Strong Knowledge in Active Directory, Outlook Configuration
Worked with System admin to configure set up of deployment of windows 10
Understand and able to deploy packages to collections
Aided in the organization of device/user collections
Worked with system admin to roll out Windows 10 on a mass scale and support any fallout
University of The Incarnate WordSan Antonio, TX12/2013Bachelor of Science: Computer Information Systems