Carl Croft III

Machado Consulting, Worcester MA - Senior Support Engineer (May 2023 - Current)

Backup Solutions Management: Responsible for oversight and maintenance of all backup solutions, including Business Continuity and Disaster Recovery (BCDR), Endpoint Continuity, and SaaS Protection, ensuring the reliability and effectiveness of backup systems to safeguard critical data and minimize downtime during emergencies. Identifying and mitigating potential risks, staying updated on relevant technologies and best practices, and collaborating with stakeholders to develop and test continuity plans. Continuously evaluate and optimize backup processes to meet changing business needs and regulatory standards.

Incident Response and Disaster Recovery: Assisted in the recovery process following a ransomware attack, implementing strategic measures to restore compromised systems and data integrity, ensuring minimal disruption to operations and safeguarding critical information assets.

Automation and Scripting: Wrote customized Powershell scripts to query Microsoft Graph and create reports for other departments, enhancing metrics collection, and streamlining data analysis processes. These scripts provided valuable insights into various aspects of the organization's operations, allowing other departments to make data-driven decisions and improve overall efficiency. Developed department-specific dashboards to enhance performance metric comprehension across the organization. Utilized Immy automation tool to develop custom software deployment solutions, reducing resolution time for routine tickets. Created tailor-made PowerShell scripts for Azure application deployment, group creation, dynamic population, and assignment.

User and Asset Configuration Management: Implemented Group Policy configurations in conjunction with Intune and Active Directory to streamline software deployment processes, optimizing efficiency and enhancing user experience. Responsible for onboarding new clients onto our tool stack as well as upgrading the tool stack if an agreement upgrade occurs.

Remi IT Solutions, North Attleboro MA - MSP Technician II (March 2022 - May 2023)

Mobile Device Management: Created a custom-tailored Mobile Device Management Solution to fit the needs of a client. The solution is a custom Out Of Box Experience, featuring software sideloading upon work email sign-in, Bitlocker encryption, MFA enforcement, and installation of printers via Microsoft’s Universal Print. This was done in Microsoft’s Endpoint Manager and the Azure Portal. Set up Google Workspace MDM for Android devices for internal use.

Automation: Crafted tailored PowerShell maintenance scripts to optimize and automate routine tasks within Remote Monitoring and Management (RMM) software, ensuring seamless system upkeep and efficiency.

Server Management: Server migrations to Microsoft Sharepoint. Administer and maintain server infrastructure to ensure optimal performance, reliability, and security. Employ proactive monitoring, timely updates, and efficient troubleshooting to minimize downtime and maximize productivity. Implement robust backup and disaster recovery strategies to safeguard critical data and maintain business continuity.

Network Engineering: Utilized advanced diagnostic tools and methodologies to identify and resolve complex network issues, ensuring minimal downtime and maximum performance for critical systems. Implemented VLANs to segregate network traffic, enhancing security and optimizing network performance by isolating different departments or functions within the organization. Installed IPSec Tunneling on pfSense routers. Configured pfSense integration with Security Solutions like Todyl.

Technical Support: Managed ConnectWise ticketing system, promptly addressing client inquiries via calls and creating tickets for swift resolution. Tracked time, recorded notes, and ensured compliance with SLAs. Conducted on-site visits for in-depth troubleshooting and deployment tasks.

Spencer Technologies, Medway MA - Help Desk Technician (August 2021 - March 2022)

Unity Development: Developed an interactive training module that simulates the daily tasks and operations using the Unity Engine. The simulation included ticket processing in ServiceNow, router provisioning, and site status monitoring through DataAdmin.

Technical Support: Responsible for answering calls from field-side engineers on Amazon Connect Call Queue line to help troubleshoot system and process issues, escalating to senior technicians when required. Created and processed tickets on the Service Now ticketing system.

Network Provisioning: Provisioned hospital edge devices and ensured that the proper configuration was loaded by the field tech by data matching.