- Efficiently resolving client related I.T. support needs
- Updating and maintaining documentation
- Upholding a “fix right the first time” technical culture
- Upholding a “Security-First” approach to I.T.
- Ongoing technical training and certification
- maintaining the highest standards of data security and privacy,
- Creating trust-based relationships with clientele through reliable service delivery.
- Consistent follow through and follow up to ensure client satisfaction
- Extensive use of ConnectWise (PSA Software) for tracking service details, documentation, and all other relevant information
- Extensive use of Labtech/Automate RMM software for providing client support and maintenance
- Providing remote and on-site I.T. support for diverse client I.T. environments
- Maintaining and supporting Active Directory & Work Group environments
- Configuring, troubleshooting, and maintaining Microsoft 365 ecosystem of products & services:
- Exchange
- SharePoint
- Teams
- Office Suite
- Azure AAD
- Working with vendor support contacts to resolve technical problems with computers, servers, software, network infrastructure, phone systems, Internet, and more
- Implementing and maintaining client specific I.T. security requirements
- Assisting in maintaining accurate client specific I.T. infrastructure documentation
- Recommending and/or performing applicable upgrades to I.T. systems
- On-going training of relevant I.T. related products, services, and processes
Contact I-Tech at: I – Tech Contact Page for any support needs.
Managed the performance of Level 1 services, Level 2 services, and support to users. Ensured that SLA’s
were achieved. Responsible for ensuring the support exceeded expectations and that standards and Processes were followed to provide effective customer service.
Responsible for overseeing the company’s computer systems and networks to ensure proper maintenance and security.
Daily duties include:
- Working with the Director of IT and employees to identify network and local system needs.
- Researching and creating plans to implement further Hardware and Software improvements.
- Managing Connections between various SaaS and local systems.
- Verifying SLAs are met for critical “No-Pause” departments.
- Completing “Ticket Items” as request are made
Semi-Regular Duties Include:
- Overseeing the installation of new hardware and software systems.
- Setting up new employee accounts in required systems (Email/AD, TraumaSoft, ATT-OAH, etc)
- Setting up new devices, (laptops, phones, tablets), for new Field employees
- On-Site diagnostics and repair of satellite location systems
- Manage devices needed for Events and new employee onboarding process
- Train QA-QI staff on Supporting medics with the ePCR system
- Train HR staff on using the Hiring Process Manager in Traumasoft
Overview of Currently managed, and personally implemented, Site and Systems:
- Router/Security Appliance: Fortinet FortiGate in HA mode
- Dedicated WAN connection with 1gig failover via FortiGate SDWAN Performance SLA
- Policy and endpoint-group based Access and monitoring for LAN>WAN, WAN>LAN, and LAN>LAN connections
- 24 port MikroTik POE switches with VLAN Tagging by department/endpoint-group
- On-Prem Exchange 2019 Server
- Active Directory on Win-Server 2016 using Location > Department Hierarchy
- On-Prem Virtualization utilizing ProxMox for ~30 VDMs and 2 VSMs
- On-Prem NAS via TrueNAS for file-sharing and hosting local access to QuickBooks Accounting software
- 2 Cloud-Hosted VOIP PBXs for Dispatch, and Billing
- Wi-Fi Solution using Ubiquity UniFi APs and Controller with auto roaming and isolation
- over 110 MDM managed Tablets for Medic Endpoints
- over 110 MDM managed Feature phones for PTT communications
- Personally Developed Device Inventory Database and web-access for accounting for and tracking all 220 devices listed above
- Minor, personally developed, applications created to increase other Department Efficiency
