IT Specialist
DREW POWELL
------------
Summary
I possess a wide range of skills in system and network installation, configuration, upgrading and maintenance. I have 6+ years of experience working with an MSP across several different system platforms for a multitude of diverse clients with demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. I�m committed to providing a friendly and professional support experience while implementing innovative and efficient solutions to various IT problems to get customers back up and running.
Skills and Core Competencies
� VMWare, Citrix, Hyper-V
� O365 setup, config, administration
� On-prem and Hybrid exchange (2013/2016 setup, config, administration)
� Azure active directory management
� RMM � Ncentral, Naverisk, ManageEngine, Kaseya
� Ubiquity Unifi Management
� Egnyte, Veeam Storage Backup Management
� OneDrive, ShareSync, Egnyte
� Salesforce, Ubersmith
� Cisco Meraki Cloud Architecture
� Cisco/Dell Switches
� Fortinet/Fortigate Firewalls/Routers
� GravityZone - Bitdefender
� Sophos
� Cradlepoint 4g wireless routers
� Windows Server 2012/2016 Active Directory, DNS, DHCP, Group Policy
� Yealink/Cisco/Polycom SIP Phones
� Workstation imaging (Ghost/Acronis/O&O)
� PRTG (Network monitoring)
� Thycotic Secret Server
� ProofPoint Essentials
� BitTitan / MetaLogix / SkyKick
� Cloud product knowledge - Office 365, Intermedia, SalesForce
ITIL Foundation Certified
Experience
SINGLEPOINT GLOBAL, INC. (Formerly NewCoIT, Inc.) 04/13 - 07/19
Regularly promoted to positions of increasing responsibility over my 6+ years with SinglePoint Global (SPG), servicing the needs of customers around the world with a diversified suite of IT services.
Level 3 Technician � Support Operations Center 09/18 � 07/19
Diagnose, troubleshoot and resolve an advanced range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems
Serve as the team lead and main point of escalation for our Tier 2 Technicians. Routinely exceed ticket-handling goals and maintain a consecutive 22 week streak of hitting our billable hours quota
Ensure processes, procedures and documentation are kept up to date across all client platforms including network diagramming with Visio
Implemented client networking change requests; new vlans, NAT�d public/static IP�s
Conducted routine network hardware and software audits to ensure compliance with established policies and configuration guidelines
Architecting, implementing and troubleshooting Group Policy in Active Directory.
Designing, implementing and supporting varied virtualized environments for SMB at an intermediate-advanced level - Citrix Xenserver, VMware, Hyper-V
Ability to provision, monitor, and support VMs in public cloud - GCP, Azure, AWS
Troubleshoot problems with network outages, peripherals, software applications and operating systems within established standards and guidelines
Worked with vendor engineers and technicians to resolve technical network problems
Developed processes and procedures for ongoing management of the network environment
Assessed functional needs to determine IT purchase requirements
Experienced with equipment in a datacenter environment � hands-on rack/stack/cabling installation and build-out
SPG Cloud Apps Integrator and have working knowledge of VoIP and SIP
New client onboarding and apps deployment specialist 11/17 - 09/18
Onboarding specialist transitioning new clients from legacy systems into SPG�s family of apps, requiring significant understanding of SPG software. Acted as final escalation contact for any support related issues concerning Office 365, ShareSync, Bit Defender, Naverisk/NCentral, Huntress and Ninite
Manage the app delivery from the submitted sales order
Utilize software such as BitTitan/Metalogix/SkyKick and perform email/file migrations and build/move new client SharePoint sites
Document new client environments from the ground up: network, applications, processes and procedures
Coordinate and communicate the release of documentation, training, customer service, management and technical release notes
Plan the deployment in conjunction with change and knowledge management and service asset and configuration management
Provide technical and application support throughout the release process, including known errors and workarounds; provide feedback on the effectiveness of the release
Conduct project management calls and gather all the data necessary for a successful migration/deployment
Ensure all pre-deployment tasks are completed on time, including the testing of apps within the client�s infrastructure to address issues prior to a cut over
Ensure all post deployment tasks are complete
Level 2 Technician - Support Operations Center 11/17 - 09/18
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
Served as main escalation point and team lead for Level 1 Technicians
SPG Cloud Apps Administrator
Regularly QC client documentation in our internal Wiki
Server Role administration, Virtual Server administration, Active Directory, Group Policy admin, DNS, IIS config, RAID config, Network and VoIP advanced troubleshooting
Level 1 Technician - Support Operations Center 01/16 - 11/17
Level 1 ticket and phone queue member � frontline customer-facing helpdesk tech for a wide range of global clients
Meet daily and weekly billable time quotas (6.5hr/day | 32.5hr/week) � Consistently exceeded these metrics and held the longest standing record of doing so
Support clients with both Windows and Mac OS environments
Install/configure/troubleshoot a variety of systems, printers, Office 365 2007/2010/2013/2016, VPN, company mobile phones, DNS and DHCP, VoIP, Exchange mailboxes, File Server, FTP/TFTP
Perform hardware upgrades for client computers/servers as requested
Monthly monitoring, patching and reporting
Active Directory administration, malware/virus removal, network troubleshooting, workstation imaging
Onsite Systems Administrator 03/15 - 01/16
SysAdmin for SPG�s client FranConnect, Inc.
Support LANs, WANs, network segments, Internet, and intranet systems
Ensure design of system allows all components to work properly together
Make recommendations for future upgrades
Maintain network and system security
Maintain network facilities in individual machines
Administer servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, company mobile devices, software deployment, security updates and patches
Roaming IT Technician 03/14 - 03/15
SPG has many clients around the DC/Metro area. I was the dedicated tech deployed to any given location on a daily basis, per client request.
Oversee ticketing queue and prioritize client onsite requests
Schedule and perform weekly onsite visits to client offices to maintain customer satisfaction
Report to Director of Operations with any outstanding issues
Follow proper escalation procedures in accordance with established policies and guidelines
Overnight NOC monitoring / Datacenter remote hands / Server deployments 04/13 - 03/14
This position was 9:30pm-5:30am, and had me stationed at both CoreSite Data Center in Reston, VA and Z-Colo/Zayo (formerly Latisys Ashburn Data Center)
Deploy and monitor client and internal PRTG network sensors
Follow proper escalation procedures for all network alarms and either troubleshoot or reach out to carriers for further assistance and provide clients with RFO�s
Perform all afterhours upgrades/patches/maintenance for client systems following established guidelines through VMware/Citrix/Hyper-V
Perform all afterhours hardware updates for client servers
Build and configure rack/stack/cable CentOS and Windows servers
Troubleshoot CentOS networking issues as they arise
Accompany and assist Senior NetOps Techs with internal data center projects
Lead datacenter equipment relocation projects for various clients
Provide clients with nightly status reports on the issues observed and worked on
DREW POWELL
------------
Summary
I possess a wide range of skills in system and network installation, configuration, upgrading and maintenance. I have 6+ years of experience working with an MSP across several different system platforms for a multitude of diverse clients with demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. I�m committed to providing a friendly and professional support experience while implementing innovative and efficient solutions to various IT problems to get customers back up and running.
Skills and Core Competencies
� VMWare, Citrix, Hyper-V
� O365 setup, config, administration
� On-prem and Hybrid exchange (2013/2016 setup, config, administration)
� Azure active directory management
� RMM � Ncentral, Naverisk, ManageEngine, Kaseya
� Ubiquity Unifi Management
� Egnyte, Veeam Storage Backup Management
� OneDrive, ShareSync, Egnyte
� Salesforce, Ubersmith
� Cisco Meraki Cloud Architecture
� Cisco/Dell Switches
� Fortinet/Fortigate Firewalls/Routers
� GravityZone - Bitdefender
� Sophos
� Cradlepoint 4g wireless routers
� Windows Server 2012/2016 Active Directory, DNS, DHCP, Group Policy
� Yealink/Cisco/Polycom SIP Phones
� Workstation imaging (Ghost/Acronis/O&O)
� PRTG (Network monitoring)
� Thycotic Secret Server
� ProofPoint Essentials
� BitTitan / MetaLogix / SkyKick
� Cloud product knowledge - Office 365, Intermedia, SalesForce
ITIL Foundation Certified
Experience
SINGLEPOINT GLOBAL, INC. (Formerly NewCoIT, Inc.) 04/13 - 07/19
Regularly promoted to positions of increasing responsibility over my 6+ years with SinglePoint Global (SPG), servicing the needs of customers around the world with a diversified suite of IT services.
Level 3 Technician � Support Operations Center 09/18 � 07/19
Diagnose, troubleshoot and resolve an advanced range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems
Serve as the team lead and main point of escalation for our Tier 2 Technicians. Routinely exceed ticket-handling goals and maintain a consecutive 22 week streak of hitting our billable hours quota
Ensure processes, procedures and documentation are kept up to date across all client platforms including network diagramming with Visio
Implemented client networking change requests; new vlans, NAT�d public/static IP�s
Conducted routine network hardware and software audits to ensure compliance with established policies and configuration guidelines
Architecting, implementing and troubleshooting Group Policy in Active Directory.
Designing, implementing and supporting varied virtualized environments for SMB at an intermediate-advanced level - Citrix Xenserver, VMware, Hyper-V
Ability to provision, monitor, and support VMs in public cloud - GCP, Azure, AWS
Troubleshoot problems with network outages, peripherals, software applications and operating systems within established standards and guidelines
Worked with vendor engineers and technicians to resolve technical network problems
Developed processes and procedures for ongoing management of the network environment
Assessed functional needs to determine IT purchase requirements
Experienced with equipment in a datacenter environment � hands-on rack/stack/cabling installation and build-out
SPG Cloud Apps Integrator and have working knowledge of VoIP and SIP
New client onboarding and apps deployment specialist 11/17 - 09/18
Onboarding specialist transitioning new clients from legacy systems into SPG�s family of apps, requiring significant understanding of SPG software. Acted as final escalation contact for any support related issues concerning Office 365, ShareSync, Bit Defender, Naverisk/NCentral, Huntress and Ninite
Manage the app delivery from the submitted sales order
Utilize software such as BitTitan/Metalogix/SkyKick and perform email/file migrations and build/move new client SharePoint sites
Document new client environments from the ground up: network, applications, processes and procedures
Coordinate and communicate the release of documentation, training, customer service, management and technical release notes
Plan the deployment in conjunction with change and knowledge management and service asset and configuration management
Provide technical and application support throughout the release process, including known errors and workarounds; provide feedback on the effectiveness of the release
Conduct project management calls and gather all the data necessary for a successful migration/deployment
Ensure all pre-deployment tasks are completed on time, including the testing of apps within the client�s infrastructure to address issues prior to a cut over
Ensure all post deployment tasks are complete
Level 2 Technician - Support Operations Center 11/17 - 09/18
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
Served as main escalation point and team lead for Level 1 Technicians
SPG Cloud Apps Administrator
Regularly QC client documentation in our internal Wiki
Server Role administration, Virtual Server administration, Active Directory, Group Policy admin, DNS, IIS config, RAID config, Network and VoIP advanced troubleshooting
Level 1 Technician - Support Operations Center 01/16 - 11/17
Level 1 ticket and phone queue member � frontline customer-facing helpdesk tech for a wide range of global clients
Meet daily and weekly billable time quotas (6.5hr/day | 32.5hr/week) � Consistently exceeded these metrics and held the longest standing record of doing so
Support clients with both Windows and Mac OS environments
Install/configure/troubleshoot a variety of systems, printers, Office 365 2007/2010/2013/2016, VPN, company mobile phones, DNS and DHCP, VoIP, Exchange mailboxes, File Server, FTP/TFTP
Perform hardware upgrades for client computers/servers as requested
Monthly monitoring, patching and reporting
Active Directory administration, malware/virus removal, network troubleshooting, workstation imaging
Onsite Systems Administrator 03/15 - 01/16
SysAdmin for SPG�s client FranConnect, Inc.
Support LANs, WANs, network segments, Internet, and intranet systems
Ensure design of system allows all components to work properly together
Make recommendations for future upgrades
Maintain network and system security
Maintain network facilities in individual machines
Administer servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, company mobile devices, software deployment, security updates and patches
Roaming IT Technician 03/14 - 03/15
SPG has many clients around the DC/Metro area. I was the dedicated tech deployed to any given location on a daily basis, per client request.
Oversee ticketing queue and prioritize client onsite requests
Schedule and perform weekly onsite visits to client offices to maintain customer satisfaction
Report to Director of Operations with any outstanding issues
Follow proper escalation procedures in accordance with established policies and guidelines
Overnight NOC monitoring / Datacenter remote hands / Server deployments 04/13 - 03/14
This position was 9:30pm-5:30am, and had me stationed at both CoreSite Data Center in Reston, VA and Z-Colo/Zayo (formerly Latisys Ashburn Data Center)
Deploy and monitor client and internal PRTG network sensors
Follow proper escalation procedures for all network alarms and either troubleshoot or reach out to carriers for further assistance and provide clients with RFO�s
Perform all afterhours upgrades/patches/maintenance for client systems following established guidelines through VMware/Citrix/Hyper-V
Perform all afterhours hardware updates for client servers
Build and configure rack/stack/cable CentOS and Windows servers
Troubleshoot CentOS networking issues as they arise
Accompany and assist Senior NetOps Techs with internal data center projects
Lead datacenter equipment relocation projects for various clients
Provide clients with nightly status reports on the issues observed and worked on