♚ Managed, maintained, and upgraded our Remote Monitoring and Management (RMM) platform, N-Able N-Central. Revamped the architecture six times over the course of four years, improving each time until we had achieved the perfect implementation that provided power and control across every client or a single endpoint. For example, within minutes authorized Engineers could deploy (or remove) software from every client we supported. And within minutes, a Technician could make temporary or permanent changes to all a customer's endpoints or to a single endpoint. We achieved a level of control and optimization not provided with the out-of-box experience but fully supported, approved, and commended by N-Able Product Leaders, Product Managers, and “Head Nerds.”

♛ Managed a very small team of NOC Technicians and Interns in the daily investigation & remediation of RMM-generated alerts. Created over 500 SOPs and architecture reference & change management docs to support our system and processes. Supported the entire IT Team as senior engineer, knowledge expert, and escalation point.

Expert: N-Able N-Central, ITGlue, Visio/LucidChart/Draw.io, Technical Writing, Analytical Skills, Design & Architecture, System Management

♚ Designed and implemented our modular, reusable, maintainable automation platform based on Gitlab, PowerShell/.NET, and our RMM engine which allowed us to develop and invoke automation across thousands of endpoints.

♛ Created 320+ custom automation scripts using our modular automation platform to install our toolset on systems we managed, install vendor applications on end user machines, remove targeted 3rd party software across entire environments, deploy Office 365 (vs. having to manually download/install), audit Active Directory/Azure Active Directory for management purposes, notify us automatically when group membership changes in high privilege security groups, and more.

♜ Designed and implemented our "Gen 1" digital form system using Microsoft Forms, Microsoft Power Automate, and our automation platform to provide a dashboard for clients to submit new hire requests and to automate the creation of Active Directory and Azure Active Directory/365 accounts, memberships, licensing, and more.

Expert: PowerShell/.NET, N-Able N-Central, and Git/Gitlab/Github, Automation & Scripting, Clean Coding & Architecture, Optimization & Efficiency

♚ Consolidated the backup software down to three major products: Veeam, Datto, and DropSuite. Revamped our backup monitoring system, transitioning from a purely manual check process to 100% automated and reactive ticket-based system.

♛ Designed/scoped, presented (to the client), implemented, and supported more than 60 on-prem, pure cloud, and hybrid backup/DR solutions to provide reliable protection for all our mid-size and enterprise clients with multi-terabytes of data. Worked with client, project manager, and account managers on budgets.

♜ Created professional Visio/LucidChart diagrams during each design phase to ensure accurate scoping and to provide logical understanding to the internal IT/decision makers during the presentation phase and for which I received much commendation.

♝ Facilitated disaster recovery for numerous ransomware incidents and worked with legal and contracted incident response teams.

♞ Setup & deployed ThreatLocker, SentinelOne, DNS Filter, and other security products before hand off to another engineer.

Expert: Virtually the entire Veeam product suite, including Service Provider Console and Cloud Connect for Service Providers; Datto, DropSuite, BackupRadar, Linux, Windows Server 2012-2022, Synology, Solution Architecture

Intermediate: VMware, Azure, Hyper-V, FortiNet, Microsoft 365, Active Directory/Azure Active Directory, Dell PowerEdge/PowerVault/PowerStore, MaaS360 MDM (for Apple and Samsung devices), Exclaimer, ThreatLocker, SentinelOne, DNS Filter