**** ***** **** *****

Unit *

Plymouth, MN *****

651-***-**** ad2rfj@r.postjobfree.com

Objective

My objective is to use my knowledge and experience to efficiently and effectively administer computer systems in a fast-paced office environment. I enjoy combining my passion for computers and troubleshooting with my innate problem solving and creative abilities into a successful and rewarding career in the IT industry.

Education

Dunwoody College of Technology Class of 2015

A.A.S. Degree in Computer Networking

Outstanding attendance award

2015 Dean's List

Centennial High School Class of 2008

Peer leader, mentor, volunteer, varsity football, varsity track & field

Academic award recipient

Certifications

-Duo Security - Level 1 Administration

-Duo Security - End-User Management

Relevant Coursework

- Microsoft SharePoint 2010

- Microsoft SQL server

- Microsoft Exchange Server 2007 & 2010

- Troubleshooting

- Computer Hardware Systems

- Routing with Cisco IOS

- Microsoft Office Suite

- Microsoft Mobile

- Open Source Software (Linux/Unix)

- Virtualization (VMWare, Proxmox)

- Imaging & Deployment

- Server Systems (Administration of DNS, DHCP, Active Directory, File Server roles in Windows server 2008, & 2012)

Work Experience

EQ Holdings

Support Desk Analyst February 2022 - Present

●Researched and implemented HappyFox ticketing system. I am the admin for the ticket system

●Spearheaded project to migrate company phone system from Mitel to Microsoft Teams and work with vendors

●Took on leadership responsibility by leading daily scrum meetings with team, and delegating tickets based on priority and availability

●Researched and implemented PDQ Connect for Windows PC management

●Researched and implemented SimpleMDM for Macbook management

●Manage IT Inventory

●Overhauled inventory tracking system and moved to Microsoft Lists

●Worked with IT team to get SOC 2 Compliance for the company

●Documented and reviewed documentation for orginization policies and procedures

●Provide on-site and remote desktop support for ~100 employees in MN, CA, IL, and remote locations

Optum

Sr Tech Support Specialist November 2020 – February 20222

●Take calls and create tickets in a high-volume, metrics tracked environment

●Web portal and Phone overtime

●Clinical Support Line back-up

●Create and/or contribute to knowledge base articles as needed

National Communications Services, Inc.

IT Supervisor February 2020 – July 2020

●Supervise the IT team consisting of 6 employees

●Handle all internal IT issues for all end-user systems (CRM, Avaya Phone System, Office 365, Windows 10)

●Create and manage rotating on-call schedule for employees

●Assist team with client tickets during busy times

Minnesota Independence College and Community Richfield, MN

Technology Specialist March 2018 - February 2020

●Systems Administrator for all IT systems for organization (e.g., Office 365, Windows 2012 R2, SonicWall, Allworx IP phone system)

●Upgrade all Windows 7 PCs to Windows 10

●Created policies for orginaztion security

●Managed IT inventory for entire organization

●Purchase and deploy laptops for organizational wide technology upgrade

●Collaborate with Leadership Team and manage technology budget across all departments

●Provide organizational technology training to new employees

●Create yearly performance goals and 3-year technology narrative

●Manage contacted services with vendors

●Manage fleet of vehicles and Fleet Assistant for organization

Sunset Dental Technologies Spring Lake Park, MN

Help Desk Supervisor November 2016 – February 2018

●Provide fast, friendly, and professional customer service to our clients

●Field incoming calls from dental offices regarding all IT issues

●Supervise helpdesk of 6 agents. Monitor call times and escallate calls if needed

●Liason between management and helpdesk agents

●Work together with other technicians and our engineering team to solve more complex issues

●Follow the escalation path as needed to provide better and faster solutions to our clients

●Creating and completing work tickets in ConnectWise technology solution software

●Creating and/or contributing to KB articles to better help our team

●Making sure we provide a “white glove” service to all of our clients

Integrity Global Solutions Plymouth, MN

Technician December 2015 – October 2016

●QA and test Cisco, Dell, and HP routers, switches, and networking accessories

●Buildup, QA, updating, and testing of Dell and HP Servers

●Configuring RAID setups on servers as needed

●Collaborating with other technicians on complex troubleshooting issues

●Light refurbishing of Cisco Equipment

●Other warehouse duties as needed

TekSystems Eagan, MN

Ecolab Contract – PC Support Technician July 2015 – December 2015

●Retiring field devices

●Memory wiping and cleaning of devices and accessories

● Configuring iPhones and iPads for end users in field

●QA of pest trap scanners, printers, iPhones, and iPads

Volunteer Experience

Leech Lake Watershed Foundation - Walker, MN June - August 2012

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