AARON BOIES

• Worked for a Managed Service Provider as their main Technician
• Worked out of a Ticketing queue as well as on-site at customer locations
• Installed networking equipment, configured networking hardware
• Purchased hardware for client, repaired desktop and laptops
• Answered phones and worked with remote customers as well as drop-ins
• Dealt with all types of Office365, Azure, networking, Software, 3rd party app integration issues.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Managed and supported Helpdesk queue for entire company
• Managed other Helpdesk employee's and ensured resolution and training for incidents
• Supported all MS applications and troubleshoot any issues
• Supported all Active Directory requests and issues
• Maintained Audio and visual support for conference rooms
• Worked in hybrid environment of on-prem and cloud Active Directory
• Deployed both Lenovo, Apple and Dell hardware for new employee's as well as TS hardware issues.

• Built, managed and maintained both physical and virtual servers in several remote data centers
• Managed server build requests from start to finish involving several other support teams
• Worked closely with Sr Engineers to resolve complex technical issues
• TPM's to make sure high-level projects ran smoothly and dealt with any support teams that needed assistance in finding ways to meet SLA's
• Used SCCM for deployments, builds, and application administration
• Troubleshot issues via email and support tickets for server issues ranging from capacity increases, threshold alarms and SQL data base issues
• Performed several server migrations moving from different data stores and clusters in V-Sphere
• Trained new employees on policies and procedures and build out standards.

• Supported and maintained 'Premier' AT&T's Multi-Billion dollar Business Enterprise platform for all major business customers
• Lead monthly trainings for all Account Teams, Service managers and Sales teams
• Dedicated Support Manager for 3 of AT&T's largest business customers
• Explained complex technical issues affecting Premier to directors and other non-technical teams
• Apart of AT&T's 'Emergency Response Team' that came from the VP's office when high profile customers or major businesses had critical issues
• Worked with Profile, Catalog, and Sustainment management to ensure Premier requests were completed accurately and within SLA.

Responsible for all aspects of software/hardware support for thousands of employees all over the World

• Supported a team which provided all mobile phone setup and troubleshooting for the company
• Worked with Active Directory on a very advanced level
• Worked on a team of 4 people to complete major projects and software/network updates
• Worked with Global Network team to build out training/server rooms
• Used an in-house ticketing system to complete requests from internal and external customers
• Chosen to support company's Executive leadership team exclusively.

• Responsible for resolving escalated complex technical problems regarding Verizon Mobile Messaging
• Provided Tier III technical support and assisted customers with connectivity issues between cellular devices such as PDAs, Smart Phones, etc..
• And the Internet
• Troubleshoot hardware and Verizon Network issues
• Troubleshoot Verizon and third party application problems
• Provided assistance and mentor lower tier representatives
• Used a ticketing system (ACSS) to respond to customers encountering software issues with Verizon Wireless products within standard SLAs (Service Level Agreement).