Richard Morales Jr

MSP/ITSP IT Technician Lead / Jr. Network Administrator

Aura Technologies

01.2021 - Current

Administered all network operations as administrator for 200+ people, including both local and remote
Implemented VPN Tunnels for site to site administration to effectively create (MAN) type networks for company-client Data/VOIP usage
Provide technical support for installation, configuration, and maintenance of firewalls, routers, switches, VOIP, and wireless technologies
Configured all hardware devices and software settings to optimize network performance
Resolved issues / break fixes related to operational components for LAN, WAN, WLAN, VPN, and Voice systems
Provided 1st/2nd level technical support and troubleshooting to internal and external clients, such by adding computers to domain, handling various wireless devices, VOIP and VPN issues
Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
Hired and overseen multiple IT help desk interns, ensuring that company’s high standards were met and all policies and procedures were fully followed
Conducted multiple IT Site Surveys utilizing network tools to sufficiently create diagrams and reports
Developed and created baseline SOP’s to improve work efficiency by lowering resource utilization for daily tasks.
Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
Developed and documented standard operating procedures for consistent IT service delivery across the organization.
Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
Acted as a liaison between end users and external vendors, fostering productive relationships that led to improved service levels from third-party providers.
Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
Increased cybersecurity measures by conducting regular vulnerability assessments and applying critical patches as needed.
Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.