Hi, I’m
Pasha Cyrus
Dix Hills,NY
Summary
Accomplished Help Desk and System Engineer with over 8 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.
Overview
8
years of professional experience
Work History
TeamLogic
System Engineer
12.2022 - Current
Job overview
- Help desk managed services for client systems administration for Windows Servers, Active Directory, operating systems and Networks and Desktop across multiple customers. Activities included Quick and Quality Response Issue Resolution, Prioritize and complete preventative tasks, High level of client satisfaction, Leverage remote and automation tools,Attend client meetings as needed to ensure quality service, Coordinate process efficiencies., systems monitoring. Take lead on sensitive client issues. Schedule and plan resource coverage for various roles. Maintain and review team metrics.
- Conducted advanced troubleshooting techniques to identify and resolve technical issues.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Maintained servers, software and operating system equipment.
- Provided exemplary helpdesk service and support to assist customers.
- Handled troubleshooting for software and hardware and resolved issues.
- Designed, implemented virtualization architecture utilizing Hyper-V platform including VM optimizing and security patching
- Developed and implemented backup and disaster recovery strategies for Hyper-V environments
- Maintained and troubleshooting network performance and ensured network security through best practices such as firewall management (Cisco), VLAN configurations, network access controls, VPNs, and intrusion detection and prevention
Chips Technology Group (MSP) Hybrid
Service Desk Manager
12.2021 - 12.2022
Job overview
- Managed the Tier 1-2 Helpdesk team of 8 direct reports, including approving service-related dispatches, monitoring engineers, handling ticket escalations, managing ticket SLO, and day-to-day team management
- Configured, supported software solutions, including antivirus and document mgmt systems
- Installed, maintained, and supported virtual and physical servers remotely
- Oversaw and served as liaison for client incidents and outages
- Developed backup and solutions for clients
- Managed and oversaw Azure Cloud Migrations, Drive Mappings, Managing Citrix server infrastructure, ConnectWise troubleshooting, managing alerts for servers
- Designed and planned Citrix infrastructure, implemented and configured Citrix virtualization infrastructure, maintained and troubleshooted Citrix virtualization infrastructure, and ensured the security of the Citrix virtualization infrastructure
Tetherview (MSP) Hybrid
Network/System Engineer
06.2019 - 12.2021
Job overview
- Design, deploy and support of VMWare ESX/vSphere infrastructure and Windows environments utilizing SAN networks and host clustering
- Design projects that included configuration and deployment of network backbone infrastructure with Cisco Meraki and SonicWALL
- Meraki, Juniper and Sophos
- Maintain and troubleshoot server backups using Veeam Backup & Datto Backup solutions as well as replication with offsite leveraging Veeam Cloud Connect
- Extensive experience in updating and upgrading ESX servers, VCenter servers and windows virtual machines
- Provide support for business software environment including Exchange, Active Directory environment for remote and hosted clients.
BDO LLP Remote, Onsite
Project Engineer
12.2018 - 06.2019
Job overview
- Maintained project schedule by monitoring project progress, coordinating activities and resolving problems.
- Collected, analyzed and summarized project information and trends to prepare project status reports for management.
- Supported virtual and physical servers at client sites and remotely
- Perform administrative tasks in Active Directory and Exchange
- Configured and supported software solutions including antivirus, backup software and document management systems
Bestbuy
Sr. Technician/Manager
01.2018 - 12.2018
Job overview
- Computers, Switches, Servers, Tablets and Cell Phone repairs
Geek Squad
Technician
06.2017 - 12.2017
Job overview
- Building, Repairing and Troubleshooting Laptop, Tablets and PCs
Education
Suffolk Community College
Associate from Liberal Arts
01.2021
Skills
- Technical Skills:
- Networking - LAN/WAN
- Service Desk Team Management
- Ticket Tracking
- Computer Programming (C, Python and Java)
- Backup Testing
- Issue Resolution/Technical Support
- Virtualization
- Disaster Recovery
- Troubleshooting and Diagnosis
Accomplishments
- Certifications:
- Azure Fundamentals – Currently studying
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
System Engineer
TeamLogic
12.2022 - Current
Service Desk Manager
Chips Technology Group (MSP) Hybrid
12.2021 - 12.2022
Network/System Engineer
Tetherview (MSP) Hybrid
06.2019 - 12.2021
Project Engineer
BDO LLP Remote, Onsite
12.2018 - 06.2019
Sr. Technician/Manager
Bestbuy
01.2018 - 12.2018
Technician
Geek Squad
06.2017 - 12.2017
Suffolk Community College
Associate from Liberal Arts
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