Marc Chafin
Kennewick,WA
Summary
Experienced Systems Administrator with over 10 years of experience in I.T.
Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
10
10
years of professional experience
Work History
IT Manager
DevFuzion
11.2015 - Current
- Managed over 20 technicians staffed at multiple locations
- Time card and time off requests
- Managed over 5,000 end points and 100 customers.
- Assisted with all tier 3 technical issues i.e. network down, server down.
- Project management
- Sophos
- Cisco Meraki
- Unifi
- Duo
- Crowdstrike
- SIEM
- Windows Server experience
- Server administration
- Exchange
- Office 365
- Played key role in on-going network design, reevaluation and optimization.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Oversaw IT department operations and training.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Guided organizational technology strategy and roadmaps.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Created and terminated user's accounts from start to finish in business applications.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Managed life cycle replacement of hardware and software.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Coordinated secure system access of users to various department systems and platforms.
- Oversaw development and implementation of improvements to support network operations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Implemented and maintained technology and software budget.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Tier 2 Support Technician
DevFuzion
11.2015 - 12.2015
- Worked with leads to quickly resolve escalated tickets within our SLA's
- Completed 16+ tickets daily as a personal goal
- Networked and configured multi-function printers, workstations, and Servers
- Troubleshooting of network, printers, and servers
- Managing of Windows Server
- Experienced with Sophos Intercept X Anti Virus, Barracuda Spam filter, and Veeam backup and recovery.
- Scheduled and completed onsite project work
- Assisted with 3rd party vendor applications for some of our biggest clients to improve downtime.
- Configured Sophos XG routers, Unifi switches and access points for network upgrades.
- Configured IPSEC aes 256 vpn tunnels for site to site communication.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Answered customer support inquiries via specialized ticket tracking platforms.
Tier 1 Desktop Support Analyst
DevFuzion
11.2014 - 08.2016
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Removed and replaced malfunctioning components to correct hardware problems.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Engaged end users and answered questions via email, phone.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
GED -
*
Skills
- Reporting and documentation
- Implementing security measures
- Problem resolution
- Strategic planning and execution
- Project management
- Automation scripting
- Self-motivated
- Vendor management
- Account management
- Organized
- Confidentiality
- Team Collaboration
- Information confidentiality
- Technical support scheduling
- Risk mitigation planning
- Network Administration
- IT risk management
- Technical onboarding design
- Information Security
- Enterprise Architecture
- Documentation Management
- Cybersecurity best practices
- Technical support oversight
- Operating system management
- IT service management
- Virtualization
- Technical leadership
- Documentation And Reporting
- Technical Troubleshooting
- Business Analysis
Timeline
IT Manager
DevFuzion
11.2015 - Current
Tier 2 Support Technician
DevFuzion
11.2015 - 12.2015
Tier 1 Desktop Support Analyst
DevFuzion
11.2014 - 08.2016
GED -
*
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