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My Experience

Below is a summary of some of my experience as a 3rd Line Support Engineer working for multiple MSPs over the last decade.

CLOUD (SaaS, PaaS & IaaS)

  • Microsoft Azure: Azure Virtual Desktop, Azure File Storage, Azure AD, Virtual Machines, Subscriptions, Resource Groups, Access Control, Enterprise Applications and various other services.

  • Microsoft 365: Office Suite, OneDrive, Teams (& Teams Voice), SharePoint, Power Automate.

  • Backup Solutions: Veeam, Carbonite, N-Able Cove (Solarwinds), Carbonite, Altaro, Acronis, CloudBerry, Windows Shadow Copies, general DR and off-site backups, Synology NAS.

  • Email Security: Symantec, Proofpoint, Mimecast and 365 Defender.

  • Email Solutions: Microsoft Exchange Online, Microsoft Exchange on-premise, Google Mail (Commercial and Business) and other POP & IMAP email systems.

SOFTWARE

  • Windows OS & Server OS: Experience from Windows XP all the way up to Windows 11 and from Server 2008 R2 up to Windows Server 2022.

  • Microsoft Suite: Outlook, Word, Excel, Teams, OneDrive and most other Office applications (Web & Desktop)

  • Adobe Suite: Photoshop, Illustrator, After Effects, Reader DC (Pro & Standard) and a handful of others.

  • Finance & Payroll: Sage, SAP, QuickBooks & Opera.

  • CRM: Dynamics, HubSpot, Salesforce.

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WEB

  • Public DNS: Experience working with multiple domain record types: A/TXT/C Name/SPF/DMARC/DKIM, Name Servers.

  • Domain Management: Configuration and general management of domains through multiple registrars such as GoDaddy, 123reg, Names and Ionos. Including but not limited to the setup of a domain within Microsoft 365.

  • Certificates: Management of certificates (SSL), including the entire creation process of generating the CSR and importation and completion of the certificate into various platforms such as RDS, web servers and other technologies and services. This is usually through GlobalSign, GoDaddy or another notable registrar.

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NETWORKING

  • Firewalls, Routers & Switches: DrayTek, WatchGuard, SonicWall, NetGear, TP-Link, Aruba, Ubiquiti UniFi.

  • Wireless: Wireless configuration with UniFi, DrayTek and other notable reputable brands - dual band, mesh, security presets and multiple SSID configurations for seemless conections.

  • TCP/IP, DNS & DHCP: Strong expertise in networking principles, protocols, and technologies (TCP/IP, DNS, DHCP, VLANs, etc.).

  • vLAN: Utilising managed switches to create and manage multiple vLANs across a network.

  • VPN: Configuring LAN to LAN (Site to Site) VPN tunnels to link customer sites, configuring end user VPN clients and more. Mainly utilising the OpenVPN application via WatchGuard and Azure authentication, sometimes MPLS. Other notable mentions are the DrayTek Smart SSL VPN Client and a few other Firewalls such as SonicWall.

 

HARDWARE

  • Desktop and Laptop: HP, Dell, Lenovo, Acer and more. Ranging from building systems from scratch, repairing, upgrading or simply setting up at a customer's site.

  • Server (Physical & Virtual): Installation of Windows Server OS, the setup and installation of firewalls, switches and routers and the configuration of virtual machines to utilise the physical hardware.

  • VoIP, Telephony & Broadband: Cconfiguring systems such as Teams Voice, Operater Connect and Direct Routing, and 3CX. I also have experience with managing the telecoms side with line faults, SIP Trunking, outages and technical queries related to telephony faults.

SECURITY

  • Anti-virus: ESET, Bitdefender, Sentinel One, Avast, McAfee, AVG, Malwarebytes, Trend Micro, Windows Defender.

  • Risk Mitigation & Analysis: Account breach prevention by introducing additional security steps such as MFA, Entra Conditional Access, IP whitelisting and access from specific countries. Analysing any potential breaches before they occur by reviewing sign-in logs and other Azure tools, also performing Microsoft 365 and on-premise security reviews to locate possible vulnerabilities.

  • Security Services: Utilising products such as KnowBe4 to provide users with security awareness training against threats such as phishing.

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