Helpdesk depth.
Network specialty.

Ticket lifecycle in ConnectWise from intake through Annual Technical Review. Networking specialist scope on top.

RoleNetwork Support Specialist
CompanyMankato Computer Technology
PeriodApr 2023 - Dec 2023
Scale120+ SMB clients
SLA45-min target, 99.9% uptime
ScopeTier 1-3 + Networking
Model Break/Fix → Tier 1 → Tier 2 → Tier 3
Stack & ownership

What we ran

  • Microsoft stackM365 · Entra · AD · Windows Server
  • Network edgeSonicWall · Aruba · VPN
  • Backup stackVeeam · Acronis · Dropsuite
  • Endpoint managementIntune · Autopilot · RMM
  • VirtualizationVMware · Hyper-V

What I owned

  • Networking specialist scopeFirewall · VPN · AP
  • Quarterly maintenance + ATRAnnual technical reviews
  • Backup + DR drillsTest restores · tabletop
  • PowerShell admin in Entra IDUsers · policy · licensing
  • Documentation + handoffsRunbooks · KBs · client policy
Setting SMB Multi-tenant Cross-industry Legal Offices Regulated workloads SLA-Driven Co-managed After-Hours On-Call