Alexander Royster: in Englewood, CO

Mytech Partners Inc. Jan 2014 – July 2019 Mytech Partners Inc. is a mid-sized offering IT consultation services to a client-base ranging from healthcare, petroleum engineering to manufacturing and financial services companies. Hired as a Tier 1 Help Desk Technician, I was determined to learn as much as possible to resolve increasingly complicated issues. As my skill set grew, I was quickly promoted to Tier 2 and began exploring complex networking, storage and becoming increasingly comfortable with Virtualized Infrastructure. Training for certifications became a major priority in my free time and I rapidly traversed Mytech's training hierarchy, gaining experience at work and creating DIY labs at home. I was promoted to Tier 3 in 2018 and served as a Team Lead for a little over a year, after which I stepped away for paternity leave. Remote Services Administrator Tier 3 Feb 2018 – July 2019 As a Tier 3 I serve as a Senior Administrator and lead escalation point working remotely. A supercharged morning might include a project scoping call with C-Suite management and vendors, followed by an emergency escalation to solve a VDI storage failure, coordinating lunch-hour reboots and checking in with a junior tech to review the script she is writing to deploy a Group Policy including installation and configuration files for a group of computers based on Active Directory OU and group membership in a virtual side-chair on Slack. SAMPLE OF ROLES: • Escalation point for high priority issues across entire company customer base, in addition to team customers • System administration and a “go-to” expert on virtualization, storage, cloud platforms and networking for all departments • Team lead providing support and management of junior engineers, coordinate with NOC, Project and Sales managers • Create and audit documentation adhering to company formatting standards • Maintain strong relationships through active communication with key customer contacts and VIPs • Communicate with Sales to provide a knowledgeable estimate of customer specific recommendations for additional technical needs • Consult with partners regarding need for expanded technology services in collaboration with Sales resulting in high conversion rates • Seasoned working from home office, communicating with via Teams/Slack, Email, Phone and Video Conferencing

Remote Services Engineer Tier 2 April 2016 – Feb 2018 In the Tier 2 role I excelled at identifying myself within the company as a knowledgeable resource that can quickly learn complex environments and break them down to find a solution and explain to customers effective solutions in a manner encouraging compliance. Even as a remote team member, I was viewed as approachable, knowledgeable and frequently led in approval ratings from our partners. SAMPLE OF ROLES: • Mid-level escalation for Windows Servers & Desktops, vSphere, Cisco/SonicWall/HP Firewalls & Switches & Network Storage Arrays • Coordinate with partners, vendors and team members to solve customer issues • Identify gaps in documentation and contributed necessary information • Support Tier 1 team-members in basic tech solutions • Awarded “Never Stop Learning” company wide recognition

As a Tier 1, my primary goal was to gain experience with a diverse technology set in order to respond to higher level concerns. I have always been eager to learn, and Mytech Partners was very supportive of this through both informal and formal training programs. Immediately I learned how to manage a large volume of customer concerns and triage the most pressing, while maintaining strong customer relationships. SAMPLE OF ROLES: • Specialization in Electronic Medical Record Support • Prioritize and manage new, in-progress and scheduled tickets • Consult with account managers, NOC team and field technicians and ensure vendor follow-through • Interface with customers, managing expectations and updating as situations evolve • Document work completed in tickets, update and maintain current documentation and create end-user documentation • Averaged 100% billable hours per week and highest open-close ratio on team

Earthnet Inc. is a Tier 1 datacenter, providing colocation, hosting and ISP services to companies ranging in size from single developers to large corporations. Datacenter Systems Administrator April 2013 – Jan 2014 As a mid-level tech at a boutique data center, I had a very wide-ranging set of duties and experiences. This position frequently required me to work with CTOs and high-level administrators to identify issues and solutions for data center services. I also helped manage and provision server and networking resources across the data center, identified resource bottle-necks, security flaws and potential optimizations. SAMPLE OF ROLES: • Manage and troubleshoot Linux and Windows Environments • Research and implement new technology and marketing solutions • Recommend and sell supplemental and new datacenter services to new and existing customers • Create and deploy front-facing web presence, brand image and CRM • Team Project Lead: Inventory and document datacenter network and server resources

While completing coursework, I was employed as a CNA. This position provided me valuable experience working with end-user devices and electronic medical records. As a consumer of this technology and often the person called upon to trouble shoot issues for our facility, I gained valuable knowledge of healthcare data systems.

Ark Regional Services is a non-profit offering day treatment and residential support for intellectually disabled adults. Although this role is not directly related to my passion of IT support, I learned a great deal about managing difficulty and complex relationships in this position. This experience has helped when interfacing with a wide range of partners in the technology field.

Big Muddy Workshop was my first professional technical position and an enormous growing experience. This position taught me the building blocks of IT, including quick and prudent identification of issues, server and network management and the importance of strong IT support for a successful business. SAMPLE OF ROLES: • Maintain a secure and efficient network for small Landscape Architecture business • Build, design, operate and maintain hardware, workstations and servers • Provide infrastructure, planning and launching of data recovery systems • Provide regular and on-call technical support • Design and implement employee training on new and existing platforms

The Bike Way is it local bike shop offering a variety of brands for both casual riders and specializing in custom bikes for enthusiasts. SAMPLE OF ROLES: • Assist customers to find the bike that fits them and their riding style • Perform repairs, upgrades and custom bike builds