Help Desk Network Security

Michael Basile

Boynton Beach, FL ● 845-***-**** ● ****@**********.***● www.linkedin.com/in/michael-basile-7b610868/

Experienced IT Professional

Troubleshooting

Analysis/Critical Thinking

Creative Business Solutions

Operating Systems

Software Integration

Server Maintenance

Remote Operations/Systems

Network Security

Customer Satisfaction

Ticket Management

Networking/Marketing

vSphere / Server Virtualization

Office 365/Microsoft Exchange and AD/Azure Management

Experienced IT Professional with over 18 years of experience implementing skills including: leadership, trouble-shooting, training, team building, interpersonal skills, and more. Goal-driven professional who excels in independent and teamwork environments, consistently providing full-scale IT, help desk, and software management services. Well-versed in management, as well as devising solutions for difficult problems, ensuring complete client satisfaction on a consistent basis.

Proven track record of over 18 years of success meeting and exceeding objectives for clients, institutions, and service users.

Elite level of knowledge in IT operations, regularly providing full-scale services to foster growth and success; adaptable in any environment.

Experienced in software administration, implementation, and management.

Expert in trouble shooting devices, servers, trouble ticket management, backup operations, and security performance measures.

Received regular recognition for high quality work including an esteemed Quality Award Certificate from Chromalloy in August 2018 from the IT Director.

Career Progression

ECW Computers (MSP) – Deerfield FL Aug 2022-Present

Network Engineer/NOC manager

Worked on projects migrating client from on-prem to Azure

Proactively monitored automated alerts

Managed backups via Veeam and MSP 360

Led the project to get off-site backups to a new provider

Worked as a point of contact for escalation issues with techs on nights and weekends

Configured and deployed firewalls and switches from Sonicwall, Fortigate, Cisco Meraki and Unifi Ubiquiti

Point of contact for creating site to site VPN tunnels

Implemented SIEM devices for our clients

Worked with Huntress and Sentinel One

Created disaster recovery policies with Veeam

Created base line backup policies for Veeam and Azure

Worked with VOIP providers such as 4voice and blueline to ensure firewall policies allowed traffic

MigrationWiz mail migrations from google workspace to O365, as well as migrating mail from one O365 to another O365 tenant

Point of contact for IT audits

Achieved Datto RMM certification with Kaseya

Level 5 MANAGEMENT (MSP) – Boca Raton, FL May 2021-May 2022

Technical Support/Field engineer

Proactively monitored automated alerts

Created and set up Duo MFA for multiple clients

Maintained accounts and email for all of our client tenants in Office 365 or on-prem email

Managed firewall rules on Sonic Walls

Managed and deployed Ubiquiti Unify Access Points across all of our clients

Created and managed ESXI servers with deploying VM’s or adding resources

Managed software for law firms such as Tabs3 and Trialworks

Managed MRI DICOM medical software with the client and vendor

Migrated clients to be fully working on the cloud with Azure to move away from on prem servers

Creating Phishing campaigns via usecure to train our customers

Experience managing Zorus web filtering

Experience with Auto task ticketing system

Experience managing Datto for remote management such as patch management and software deployment

Experience with Auvik Network management software

Trained new employees on standard operating procedures and customer support expectations

Worked on a rotation for on call once a month or when needed for projects

365 DATA CENTERS. Boca Raton, FL Sept 2020- May 2021

Network Operating Center Specialist Level 2

Monitored incoming status alarms across 13 facilities regarding environmental and electronic controls

Monitored Cisco hardware for dropped packets and loss of connectivity

Worked closely with engineers on solutions to correct outages

Followed Statistical Analysis System compliance to verify Clients, Vendors, and Guests

Performed security monitoring using CCTVs to validate personnel access and prevent possible intrusion

Managed customer support and higher management request through internal ticketing system Managed customer support and higher management request through internal ticketing system

Executed satisfactory communication between multiple departments for maintenance advisories and customer inquiries or support Executed satisfactory communication between multiple departments for maintenance advisories and customer inquiries or support

Created and configured customer access list including access badges and biometric input readings

Trained new employees on standard operating procedures and customer support expectations

Generated monthly reports for management and continuous process improvement efforts

Experienced in a 24/7 Network Operation Center environment

CHROMALLOY GAS TURBINE, Fort Lauderdale, FL Dec 2015- May 2020

Global Help Desk Administrator

Provided leadership and guidance in creating, deploying and managing the Global Help desk system (Solarwinds web help desk) in which I created categories for local sites before they went live in addition to assisting global local techs with any escalated technological issues and managing after hour calls and escalated level 3 tickets.

Ran, managed, and debriefed others about weekly meetings among global techs, regularly providing advice and guidance to other techs and allowing for a forum where others could share their ideas and strategies to solve issues.

Aided with Infrastructure projects for Florida and Georgia sites, implementing as rewiring and IP switch-over projects, migrated global account updates, completed file server migration procedures for a variety of national offices, and oversaw the Quantum ERP system, managing all of the cloud systems operations and maintenance for the business in Fort Lauderdale.

Managed vSphere and virtualized servers

Migrated users from local exchange to Office 365 hybrid environment globally

Managed phones for the whole company and deployed MDM

SEQUA CORPORATION, Orangeburg, NY Oct 2014-Dec 2015

Advanced IT Help Desk Technician

Provided exceptional troubleshooting services for local and remote users, regularly managing Sharepoint 2010, MAC OS, Citrix applications, Symantec backup exec issues, and outlook connectivity issues.

Fielded all Help Desk calls for in-house and remote users of companies Sequa and Chromalloy.

Implemented a Windows Deployment System to deploy images to PCs to minimize deployment time as well a proactive disaster recovery method, as well as new group policy changes to secure network and user devices, and enacted a Mobile Device Management application.

ROBERT HALF TECHNOLOGY, Orangeburg. NY Sept 2013-Oct 2014

Advanced IT Help Desk Technician

Led and completed a time-consuming, high-urgency project to transition 2,300 Chromalloy users from Lotus Notes to Microsoft Exchange.

Processed Help Desk tickets for both Chromalloy and the parent company Sequa Corporation as well as mobile phone activation, equipment changes, and troubleshooting issues with the devices.

Maintained responsibility for creation of documentation on set up and use of Outlook 2010 client to be distributed to admins for each Chromalloy site across the globe, new computer builds and migration of data for users, and for isolating and removing malware and other malicious programs not detected by mainstream PC protection programs.

Created and maintained an inventory list of devices such as desktop, laptop, and mobile devices in order to track assets accurately.

SRSSOFT Montvale, NJ Sept 2012- March 2013

Technical Support Analyst

Provided technical support for SRS EHR/EMR software for over 5,200 providers promptly within our four hour service level agreement that regularly exceeded management expectations.

Oversaw software upgrades on the primary server, EDS server and client workstations in addition to regularly performing SQL maintenance, replication, and Robocopy backup.

Installed SRS with SQL and IIS as a server on laptops for providers that are required to be off -site without internet access in order to pull charts for patients to minimize downtime.

CONSTRUCTURE TECHNOLOGIES, LLC. Melville, NY Nov 2011-Sept 2012

IT Help Desk Technician

Provided Desktop/Laptop technical support for over 600 employees in the United States and Puerto Rico, regular going above and beyond expectations to deliver the highest level of service possible.

Responded to user service requests and expediently resolved trouble tickets to maximize system uptime.

Installed Microsoft Server, OCS, Microsoft Lync, Exchange Server, and Blackberry Enterprise Server family installation, administration and support, and updated, installed, and managed all Microsoft Office installations.

Proficient in remote desktop support via WebEx, regularly supporting employees in various locations of the United States with pressing technological issues.

Identified and repaired computer equipment showing wear and tear and provided regularly screened preventative maintenance routines.

Increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.

AACCESS NETWORK COMMUNICATIONS, INC. New City, NY Sept 2006-Nov 2011

Junior Network Administrator / Junior Systems Integration Technician

Supported multiple mixed topology network environments for an outsourced IT management firm in addition to being the primary field technician for all on-site hardware and server installs, upgrades, and upkeep.

Provided small/medium businesses excellent customer satisfaction through on-site support, remote support, troubleshooting, repair, and new system integration.

Installed secured wireless networks and wireless nodes from site survey to installation and configuration.

Specialized in structural wiring for new construction and retro-fitting.

Education

ROCKLAND COMMUNITY COLLEGE, A.A.S in Cybersecurity

Certifications/ Certificates:

93-365 - Windows Server Administration Fundamentals

93-349 - Windows Operating System Fundamentals

ROCKLAND COUNTY BOCES, Computer Network Technology- Microsoft Certification

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