Michelle Jonas

linkedin.com/in/michellejonas • 813-***-****

adxt40@r.postjobfree.com Tampa, 34695

IT Support Engineer

Experience IT Professional with a proven success record as a technical specialist and on-staff expert in software and hardware environments. Background in the development and implementation of processes and procedures that enhance business efficiencies. Strong ability to manage projects from concept to completion while ensuring on-time, on-budget, and on-target delivery. Demonstrated skills in meeting and exceeding designated goals and expectations.

Professional Experience:

Raymond James Financial, Tampa, FL

Network Support (6/27/2022 – 9/30/2022) 3-month Contract

Technical Scope: Network Support: Troubleshoot Palo Alto Firewalls, IPS Modems, and APC UPSs.

Network Support Infrastructure – Troubleshoot Network Connectivity for Palo Alto Firewalls, Internet Service Provider (ISP) Modems, and APC Universal Power Supply (UPS) issues to resolve the connection and hardware issues and performed maintenance LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers. Reviewed and repaired hardware and software technology challenges. Monitor Spectrum console for Branch Network response to critical infrastructure alerts. Work with company Satellite Branch offices to resolve critical Network Infrastructure for the backup secondary connections and stability.

One Source Communication (ISP), Fort Worth, TX

Network Support Engineer (3/2/2021 – 5/1/2022)

Technical Scope: Network Support Engineer: Troubleshoot Routers, and Switches, for Cisco, Juniper, and ADTRAN. Network and Server Administrator for Active Directory; Office 365, Outlook 2019, SharePoint.

Virtual Server Experience – Server 2016 and 2019 Hyper-V and VMware, VPN connections, wireless networks, air cards, and MiFi's. Installed and supported printers, LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers. Created Server management IT policies and best practices. Provide, support and repair network synchronized software integrations for business applications. Supported ISP Network connections for Businesses, and Customers. Supported and mentored Network Helpdesk with the configuration for Routers, Switches, users, permissions, and account options. Upgraded desktop and laptop OS, including drivers and revised firmware, software, antivirus, and OEM. Troubleshoot and resolve network connectivity issues, and hardware issues, and perform system maintenance. Managed Sophos, SolarWinds Server. Reviewed and repaired hardware and software complex technical challenges.

Key Achievement:

Maintained IT Policies and Procedures.

Troubleshoot and resolve network connectivity issues.

Data-Tech, Tampa, FL

MSP Technical Account Manager (TAM) (2/1/2020 – 2/1/2021)

Technical Scope: As Technical Account Manager, I provide high-level technical support for the project management, technical support teams, and nontechnical terms to the customers. I also mentor and train technical support specialists. I communicate with clients and internal teams to explain products and implementation schedules.

Worked closely with our customers, building relationships with them, and helping them achieve their technology goals and overcome technical challenges. Built strong customer relationships, especially with key customer stakeholders and sponsors. Always strive to provide an exceptional customer experience. Managed all customers’ equipment and set expectations that lead to complete customer satisfaction. Ensure all deliverables arrive in good order, on time, and fulfill customers' requirements. Keep track of key technical account metrics.

Key Achievement:

Communicate the progress to both internal and external stakeholders.

Take initiative in identifying growth opportunities.

Collaborate with our team to achieve sustainable growth.

Concertium, Tampa, FL

MSP Technical Support Engineer (3/2019-1/21/2020)

Technical Scope: Administrate for Active Directory; Outlook 2010, 2013, 2016, 2019, and 365. Azure Virtual Server experience, Hyper-V and VMware, VPN connections, wireless access points, air cards, and MiFi's. Supported, and repaired Network Software integrations for business computers.

Supported Network Administrator with the configuration for Cisco Routers, Juniper, Ubiquity Switches, POS, mapped drives, MAC, IOS, and Android. Group Policy Best Practices for end-users, including permissions for Network Functionality. Server management best practices Installed and supported printers, network connections, scanners, wire routers, and wireless access points. Upgrade desktop and laptop hardware, including motherboards, IO boards, power supply, RAM, LCD, and HDD, ODD. Replaced drivers and revised firmware BIOS drivers. Software support email and software installation/maintenance such as Virus removal, antivirus, computer and cloud backups, Barracuda whitelist, VOIP, 3CX, QuickBooks, SharePoint, and Office 365. Established and supported end-users’ computer desktops and laptops. Administrator LAN/WAN ISP Router/Modem Watch Guard, VPN, RDP, Ubiquity Switches, Wire Hardware, and Proprietary Software. Resolve OS Software Technical challenges. Antivirus: MacAfee, Sophos, Symantec, Kaspersky, Avast, Trend Micro, AVG, and Bit Defender. Analyzed and resolved network connectivity issues, hardware installations, and maintenance. Resolved network LAN and WAN hardware connection problems, including air cards and hotspots. Create and share detailed Technical Support documentation. Provide excellent customer service support for the end-users.

Key Achievement:

Administrated Local Area Networks including peripheral, file/print servers, Server maintained control management, hardware, and desktop support.

Troubleshoot and resolve network connectivity issues.

Nesco Resource, Tampa, FL

IT Engineer Specialist (3/2018-3/20/19)

Technical Scope: Team Leads for implementation of new VoIP Network for Nesco Resource all of Corporate including 130 Branch offices with new Ubiquity Network Switches and Routers supporting 639 employees. Responsible for providing in-house Technicians with technical Network support for the VoIP Migration project.

Team Lead: Installed and maintained technical hardware and software issues related to the Network Switches and Routers. Resolved Network Connectivity issues LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers. Managed and upgraded Network Software and Hardware. Responsible for ordering the Network Equipment and VoIP Phones for each Nesco Resource Branch while traveling to multiple locations. Responsibility for hiring Contractors for onsite, Ethernet wiring for location support. Streamlined better negotiation deals for all Network Equipment, Phone hardware, and Contractors for better profit for Nesco Resource. Installed and configured the VoIP Application Software on Windows OS Computers and Server 2012, VoIP, and Cellular Phones for all the end-users. Responsible for Network Onboarding and Off-boarding task, including all VoIP application accounts, email, and phone setup and provisioning, while providing excellent customer service for all Nesco Resource employees. Documented and trained the IT support team and end-users on new applications while seeking to improve performance, solve problems, simplify operations, and decrease costs. Set up a new ticketing system for new projects.

Key Achievements:

Team Lead for implementing new Network equipment and configuration for the VoIP migration.

Prepare support documents featuring correct structures for each Branch office.

Advantage International, Tampa, FL

Software Technical Engineer (3/2014-3/2018)

Technical Scope: Microsoft Server, Microsoft Office, Active Directory, PKI, Exchange, SQL, Outlook 365; SQL 2005, 2008, and 2012; Server 2003, 2008r2, and 2012; Exchange 2007, 2010, 2013, and 365 hosts; Outlook 2007, 2010, 2013, and 2016, Virtual Server Experience - Hyper-V and VMware, VPN connections, Wireless networks, Air cards and MiFi's.

Team Lead: Trained other IT Support Admins while providing technical support and mentoring for network administrators while providing excellent customer service for all clients using the Add2Exchange syncing software to resolve difficult data mining and related issues. Troubleshoot, and provide quality assurance for software applications Install, revise, migrate, troubleshoot, and certify syncing Exchange Enterprise and Outlook Software in customer networks. Oversee data mining. Place, back up, migrate, and establish remote SQL databases, and deal with Antivirus MacAfee, Sophos, Norton, ScanGaurd Kaspersky, Avast, Trend Micro, AVG, and Bit Defender on an administrative level. Investigate and resolve connection failures. Work registry and system files, PowerShell script, service software installations, migrations, cross grades, and technical support on outside software and configurations. Set up email accounts for software service, service accounts, permissions, and RPC MAPi over HTTPS. Develop and deploy versions, including the administrator account, and the configuration of the account permissions, fix Outlook to troubleshoot contact and calendars synchronization, and teach clients about Microsoft Outlook Best Practices. Responsible for oversite configuration of the Active Directory service accounts, permissions, and group policy configuration. Engineer computer registry details of 900 client configurations. Analyze and prepare support documents for correct configuration for the customer network synchronizing software certifications. Manage support ticket queues by setting technical support appointments, customer follow-up, and upgrade notices. Monitor customer sales, new installs, migrations, and application cross grades, record allocated support times and syncing requirements, and arrange correct Add2Exchange products to meet existing and future situations to improve exchange contact, calendar, task, and post data mining needs.

Key Achievements:

Team Lead for implementation of new Server setup.

Prepare support documents featuring correct configurations and Standard Operation Procedure (SOP).

DELL, Tampa, FL

Technical Business Support Certified Technician (1/2012-1/2014)

Technical Scope: Hardware, Wireless networks, Air cards, and MiFIs. Trained end-users on Microsoft Windows best practices. Analyzed, diagnosed, and resolved difficult computer problems for 30,000 business end-users. I suggested and executed corrective solutions. Responsible for the Replacement of primary components such as motherboards, processors, RAM video cards, hard drives, optical drives, Windows and Dell patches, and flashing BIOS. Troubleshoot through computer remote access for repairs of Computer Hardware and Software issues such as blue screens, error messages, spyware/virus removal, application incompatibilities, and reformatting hard drives. Repaired PCs such as installing drivers and operating systems. Upgraded Windows XP and Vista workstations to Windows 7/8.

Key Achievement:

Suggested and executed corrective solutions while providing excellent customer service to Dell's business customers.

Education and Training:

Bachelor of Science in Information Security Systems

ITT Technical Institute, Tampa, FL, 2011 (Valedictorian)

Associates of Science in Computer Networking Systems CNST

ITT Technical Institute, Tampa, FL, 2002

Technical Certifications

DELL Certified Technician, 2012

PC/LAN Technician Information Technology Certificate, Netcom Tech. New York, NY.

Cisco Certification CCNA

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