Dakota Brown

Multi-Client Infrastructure Management: Manage full-stack IT operations (Servers, Firewalls, Office 365) for a diverse portfolio of MSP clients, resolving complex Level 2 escalations.

Server & Network Administration: Administer Windows Server environments, Active Directory, and network policies (DNS/DHCP/VPN) across multiple client sites simultaneously.

Rapid Hardware Diagnostics: Perform root-cause analysis on server and workstation hardware failures, coordinating warranty repairs and component swaps to minimize client downtime.

High-Volume Incident Resolution: Resolve advanced technical tickets under strict Service Level Agreements (SLAs), serving as the primary escalation point for complex hardware and OS issues.

Documented switching, routing, and IP-addressable infrastructure using Visio and SharePoint, streamlining troubleshooting for 20+ network devices.

Diagnosed LAN/WAN performance issues using Palo Alto firewall analytics and Wireshark, improving response time by 30%.

Deployed VMware-based virtualization across 10+ servers, improving resource efficiency and reducing hardware costs.

Engineered secure VPN and failover communication systems, enhancing uptime and remote access.

Delivered Tier 1 support via phone, chat, and email, maintaining a 95% first-call resolution rate.

Resolved CRM and VoIP issues, reducing support ticket volume by 25%.

Coordinated laptop/desktop repairs with Dell and Lenovo, reducing downtime by 2 days.

Automated account setup and reporting tasks using PowerShell, batch files, and VBScript.