Key Responsibilities:
- End-User Support on Windows & macOS: Troubleshot and resolved issues on both Windows and Mac OSX platforms, ensuring consistent productivity and system functionality.
- Active Directory & Group Policy Management: Managed user accounts and implemented Group Policy Objects to enforce security and operational standards.
- Email Systems Administration (Office 365 & GSuite): Supported and configured cloud-based email services including Microsoft Office 365 and Google Workspace.
- Firewall & Network Security Support: Provided hands-on support for Sophos and SonicWall firewalls, including access rules and VPN configurations.
- Cloud Infrastructure Exposure (AWS & Azure): Worked on AWS and Microsoft Azure platforms for basic infrastructure and service support tasks.
- Policy Recommendations for Clients: Proposed and drafted IT policies tailored to individual customer environments based on industry best practices.
- Email Security Implementation (Reflexion): Configured Reflexion email security services for spam filtering and message continuity.
- Network Monitoring with Auvik: Utilized Auvik for proactive network visibility, device monitoring, and performance alerts.
- Storage Solutions (Synology & Datto): Managed data storage and backup appliances including Synology NAS and Datto BCDR platforms.
- Server Virtualization (VMware & Hyper-V): Maintained and supported virtual machines using VMware and Hyper-V in customer environments.
- Product Troubleshooting: Resolved complex technical issues related to security platforms, email systems, storage appliances, and cloud infrastructure.
- Improved service resolution times by efficiently handling L2 escalations.
- Contributed to standardizing client environments by introducing best practice recommendations.
- Ensured continuous network monitoring and visibility using Auvik, reducing downtime incidents.
- Strengthened client environments with enhanced firewall, email, and storage configurations.