Experience

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  Proxios

  Jan 2020 - Mar 2023

  Client support engineer

  Utilized Microsoft Endpoint and Azure Active Directory for MDM and Compliance of company devices administered to users. Used Microsoft Endpoint to deploy iPads, iPhones and PC computers to users for WFH use.• Utilized AutoTask ticketing system to manage ticket from incoming users, as well as reporting timesheets, as well as accessing Datto RMM and Datto BCDR via SSO.• Used Datto RMM to pull software reports for the PCs/Servers in the onsite environment, use Datto AEM to remote into Server PCs such as AD, On Prem Exchange server, and NAS Server. Used AEM to upload or download files for assisting users, take screenshots for reference in chat/emails, and use CMD to implement group policy rules or various other commands (Such as check battery or chkdsk, ipconfig /all and dns flushing.• Utilized IT Glue for continuous documentation of licensing information/vendor contact/Onsite documentation/Passwords and various other forms.• Assisted with DHCP IP assignation to computers that were added via hardware and data drops, or assisted with assigning of IP’s by checking open or closed ports on Cisco firewall and switches via Cisco Meraki.• Assisted with onboarding of RDP configurations for users in conjunction with Sophos Connect VPN software.• Utilized Sophos cloud for Whitelisting or Blacklisting of requested websites/email domains• Utilized Sophos firewall for network trafficking, testing of VPN settings through client authorization, and ports that needed to be pushed through for Business Line applications such as Element or Netsuite.• Utilized Hyper V for maintenance of Virtual Servers, such as restarting, checking status’s for physical equipment (Critical Disk Errors or other status’s) and space management) Show less

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  Spot ai

  Apr 2023 - Apr 2024

  Technical support engineer

  • Utilized known networking concepts to support customers integrating their network with company camera systems. Worked with various network concepts to assist customers that are using L2 or L3 networks, such as DHCP, VLAN, Static IP setup, MAC address/ARP tables, packet captures, firewall ports/checks to ensure that their appliances and cameras stay online, and that they receive proper updates for security.• Utilized SSH via linux command terminal to access camera servers remotely. Used commands such as ls,cd,sudo,chmod - rf -r, mkir, curl, systemctl, cat, etc. Ran/contributed to internal company made scripts, as well as reviewed scripts created by manager for confirmation of accuracy.• Utilized Data Dog to read and interpret logs that were generated from servers running/recording feed at customers' sites in order to troubleshoot and collect information on errors/issues and possible routes to resolution.• Utilized Zendesk for ticket creation/response/resolution, as well as Zendesk Guide to create/edit/publish Knowlege Articles’s for Spot Ai’s Knowledge Base.• Utilized JIRA for creating/editing/commenting/contributing to bug related escalations to developer based teams, including documentation of troubleshooting steps taken, replication of issue, logs and screenshots, etc.• Utilized Mender for deployment of firmware upgrades to companies camera servers, as well as to collect further logs for servers that have been disconnected/fell offline. Show less