Christopher Scovil

• Managed call flow and responded to technical support needs of customers.
• Demonstrated professionalism and courtesy with customers at all times.
• Researched, troubleshot, and resolved complex problems independently.
• Provided on-call support for critical issues.
• Led troubleshooting efforts during high-profile incidents effectively resolving complex issues within minimal downtime.
• Reduced downtime for critical systems by proactively identifying potential issues and conducting preventative maintenance.
• Rolling out MFA to all clients and enforcing security best practices.
• Providing security awareness and compliance training via KnowBe4.
• Auditing and documenting all assets.
• Configuring and maintaining internal and external VOIP systems.
• Organizing patch management for workstations and servers.
• Troubleshooting daily operational issues across a wide client field (legal, medical, manufacturing, produce, etc.)
• Managing Windows Servers (AD/DNS/DHCP)
• SQL maintenance and backup.
• Configured and monitored client backup solutions (StorageCraft, Veeam, Synology, etc.)
• Onboarding new users and joining devices to AD/Entra ID

Key accomplishments include:

• Moved our RMM/CRM from ConnectWise to Atera lowering costs and improving customer experience.
• Implemented Slack for internal communications and enhanced alert response time.
• Assisted many clients with Ransomware infection recovery and prevention.
• Centralized all client DNS records with Cloudflare.
• Centralized all M365 clients within the Microsoft Partner Portal.
• Configured site-to-site VPN tunnels for clients as well as SSLVPN end-user connectivity.
• Set up and configured ScreenConnect for internal and client system access greatly upgrading our capabilities and response time.

• Reduced downtime by proactively identifying potential issues and performing preventative maintenance on computer systems.
• Increased user satisfaction with on-site IT support services.
• Suggested system updates or changes after conducting in-depth technical reviews.
• Implemented networking and server changes to meet client budgets and needs.
• Resolved issues related to operational components for LAN, WAN, and voice systems.
• Oversaw development and maintenance of computer systems and intranet.

• Built and troubleshot custom computers for residential and small business clients.
• Transitioned to field service where I would diagnose problems or implement new technology on-site for various clients.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.