Ethan Evan Fitzhenry
Mazatlán,Sinaloa
Summary
Enthusiastic bilingual IT professional with 15+ years in consultative and managed professional services. Primarily working as a managed service provider with experience in healthcare, financial, and agricultural SMEs. Having worked for 10+ years in remote support roles, highly self-driven, collaborative professional versed in all types of IT platforms and collaboration tools.
Overview
16
16
years of professional experience
Work History
Senior Technology Consultant
Livewire Information Systems Remote
Salinas, Ca
02.2017 - 03.2022
- Provided strategic consultation to assigned line-of-business (LOB) customers for business and IT strategies as well as in researching, enabling use of standard technologies based on customer requirements improving efficiency.
- Tested, maintained, and monitored computer programs and systems
- Performed preventive maintenance or calibration of equipment or systems
- Guided employees in handling difficult or complex problems or resolving escalated complaints or disputes
- Troubleshot and resolved problems encountered by individual users and experienced across linked networks
- Utilized Connectwise to build out professional services automation solutions to automate daily tasks for over 100 customer environments.
- Monthly meetings for quality assurance of customer experience.
- Mentored technicians improving team performance.
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues
- Facilitated IT enterprise architecture across organization's enterprise transformation programs
- Managed IT staff monitoring and diagnosing server and data center problems and design and implementation of new data center technologies
- Led functional and technical support for implementation of software applications and enhancements
Senior Systems Administrator\Engineer
Opportunity Fund
California Remote, Ca
02.2013 - 02.2017
- San Jose and LA Counties, Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems
- Protected security of company information by closely monitoring email, teaching users how to spot fishing attempts, and consistently updating virus protection
- Back up company data and maintain robust recovery system to avoid losing vital information
- Conferred with network's users to identify IT issues and desired improvements
- Applied operating system updates, application patches, and upgrades to resolve identified security vulnerabilities and fix performance issues
- Monitored critical applications and verified integrity and availability of hardware and server resources, systems, and key processes
- Drafted transition plans for remote work and work-from-home scenarios, prioritizing smooth transitions and security continuity.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues
- Oversaw IT activities to laptops, tablets and PDAs for corporate users
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
- Mentored employees and offered constructive feedback for performance improvement
Senior Support Engineer
Physicians Medical Group of Santa Cruz County
03.2006 - 02.2013
- Remote-Santa Cruz County, ca
- Conferred with network's users to identify IT issues and desired improvements
- Researched new technologies in networking systems and incorporated most beneficial options into current architecture
- Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems
- Coordinated with vendors and company personnel to facilitate hardware and software purchases
- Applied operating system updates, application patches, and upgrades to resolve identified security vulnerabilities and fix performance issues
- Developed and implemented policies standardizing infrastructure, information security, backup, and disaster recovery activities
- Resolved customer issues to restore confidence and meet contract terms
- Assigned projects and distributed tasks to team members per areas of expertise
- Guided employees in handling difficult or complex problems or resolving escalated complaints or disputes.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Delivered professional persona and attitude when dealing with unhappy or irate individuals
Education
VCP-5, MCP, ITIL Foundation Comptia A+ Techskills San Jose -
Skills
Customer Support, Customer Serviceundefined
Timeline
Senior Technology Consultant
Livewire Information Systems Remote
02.2017 - 03.2022
Senior Systems Administrator\Engineer
Opportunity Fund
02.2013 - 02.2017
Senior Support Engineer
Physicians Medical Group of Santa Cruz County
03.2006 - 02.2013
VCP-5, MCP, ITIL Foundation Comptia A+ Techskills San Jose -
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