Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aaron Boies

Lynnwood,WA

Summary

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reducing concerns related to new technology.

Overview

16
16
years of professional experience
2001
2001
years of post-secondary education
4
4
Certifications

Work History

Tier 2 Escalation Engineer

Exbabylon -MSP
01.2024 - 10.2024
  • Lead Technician on the company's largest client.
  • Worked on escalated issues from our Tier 1 team based on time.
  • Worked with other teams to maintain and complete projects for lead client and other escalations.
  • Dealt with hardware deliveries, resetting hardware and setting it up for new employees.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Worked with customers Executive team to quickly resolve any big-ticket issues, or live meeting problems.
  • Used ticketing systems to manage and process support actions and requests.

IT Support Specialist

Circle Twice - MSP
06.2023 - 12.2023
  • 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 Office3G5, 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.

System Administrator

INRIX, Inc
11.2015 - 06.2022
  • Managed and supported Helpdesk queue for entire company.
  • Managed other Helpdesk employee's and ensured resolution and training.
  • 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.

Systems Administrator

T-Mobile (Apex)
04.2014 - 11.2015
  • Built, managed and maintained both physical and virtual servers in remote Data Centers.
  • Managed server builds requests from start to finish involving multiple 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.

Regional Support Manager

AT&T Global Services
Bothell, Washington
06.2010 - 10.2012
  • 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.

Desktop Support Manager

Volt/VMC technologies
01.2009 - 06.2010
  • 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.

Education

High School Diploma -

Bothell High School
Bothell, WA
06.2000

Skills

  • Windows 7

  • Windows 10

  • Windows 11

  • Server 2003

  • Server 2008

  • Server 2012

  • Server 2016

  • Server 2019

  • V-sphere 50

  • V-sphere 51

  • V-sphere 55

  • SCCM

  • MS Office Suite (Word, Excel, Teams, etc)

  • Service Now

  • JIRA

  • Office 365 Administration

  • Citrix

  • RDS

  • Office 365 - All Admin Centers

  • Azure Active Directory

  • MFA - MS

  • Google Authenticator

  • IT Glue

  • Datto

  • Trend Micro

  • Kaseya

  • LastPass

  • Sage Financial software install

  • Configuration

  • All types of VPN software

Customer support

Incident management

Hardware diagnostics

Cross-functional support

Escalation procedures

ITIL framework

SLA management

Certification

A+

Timeline

Tier 2 Escalation Engineer

Exbabylon -MSP
01.2024 - 10.2024

IT Support Specialist

Circle Twice - MSP
06.2023 - 12.2023

System Administrator

INRIX, Inc
11.2015 - 06.2022

Systems Administrator

T-Mobile (Apex)
04.2014 - 11.2015

Regional Support Manager

AT&T Global Services
06.2010 - 10.2012

Desktop Support Manager

Volt/VMC technologies
01.2009 - 06.2010

High School Diploma -

Bothell High School

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