Rydell Hall

Assist the Infrastructure and Senior Technical Support teams in managing IT operations within a small to medium-sized business with a focus on cloud-based solutions (Azure).

Act as the last line of resolution for user-related technical issues, ensuring SLAs are met.

Utilize Freshservice ticket management system to track and resolve technical support tickets.

Administer and manage Office 365, providing support for user account provisioning and access controls.

Sole administrator for Verkada Camera and Door Access systems, ensuring security and access control measures are in place.

Provide Business Central Backend support to enhance operational efficiency.

Serve as the senior administrator for Sophos, managing user-facing security solutions.

Assist with Mobile Device Management (MDM) solutions, including SOTI and Jamf, in collaboration with the Senior Technical Support person.

Procure IT equipment from vendors such as CDW, Dell, and Amazon to support organizational needs.

Implement and manage software licensing and account provisioning/access controls in Azure.

Created integrated operating model strategies tailored specifically to clients' business goals, budgets, and available resources.

Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation, and comprehensive support.

Implemented, developed, and tested the installation and updates of file servers, print servers, and application servers.

Maintained a flexible schedule and responded to after-hours and weekend emergencies.

Supported day-to-day operations, monitoring and resolving client/server and storage issues.

Oversaw IT activities to laptops, tablets and PDAs for corporate users.

Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.

Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.

Contributed to development, administration and testing of disaster recovery plans.

Configured and tested Windows Server operating systems with roles features.

Maintained current software licenses for computers and mobile devices.

Active Directory Moves, Adds and Changes

Sharepoint Moves, Adds and Changes

Exchange Support

Tier 3 Technical Support (Windows 7, 8.1, 10, iOS)

Workstation Imaging using SCCM

Manage Wireless Provider Accounts

Wireless Provider Account Management (ATT, Verizon) and phone procurement

Created and managed security groups and organizational units in Active Directory

Performed Microsoft Exchange moves, adds, and changes

Acted as escalation point for troubleshooting network and systems issues

VCenter maintenance and management of over 70 Windows Servers (2012 R2)

Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan

Laptop Provisioning using Veeam

Remediation of security risks using Nessus

Assumed responsibility for the businesses LAN/WAN/AWS Cloud Infrastructure integrity, security, resources, access, deployment and maintenance

Implemented QualysGuard for AWS security, assumed monitoring responsibility and remediation of detected security risks

Continue to manage and supervise Desktop Support direct report

Manage and supervise Desktop Support direct report

Administer the use, configuration, deployment, and maintenance of Linux servers in AWS

Implemented and maintain Nagios for server health checks

Replaced the existing insufficient router with an Enterprise-level Ubiquiti router and switch contained in a proper industry-recognized server cabinet; configured and continue to maintain new solution

Configured and maintain new router and switch with Site-to-Site VPN, VLANs, and multiple access points

Replaced existing insufficient PBX with more robust Digium Switchvox, configured and continue to maintain new solution

Manage and supervise Desktop Support direct report

Administer the use, configuration, deployment, and maintenance of Linux servers in AWS

Implemented and maintain Nagios for server health checks

Replaced the existing insufficient router with an Enterprise-level Ubiquiti router and switch contained in a proper industry-recognized server cabinet; configured and continue to maintain new solution

Configured and maintain new router and switch with Site-to-Site VPN, VLANs, and multiple access points

Replaced existing insufficient PBX with more robust Digium Switchvox, configured and continue to maintain new solution

Used HP Service Manager help desk ticketing system to capture, share, prioritize, and analyze support tasking to ensure SLAs were met

Configured, installed, and maintained hardware and software configurations including the build-out and deployment of office configurations

Performed Move, Add, Changes (MACs) for users, devices, and telephones

Participated in team efforts to identify, design, and implement new IT systems to support the needs of business

Implemented scripting and automated tasks using Windows Batch to improve productivity for team and business