Justin E. Masse

Technical Support Specialist
2U Inc. - Landover, MD (Remote)

Responsible for supporting and ensuring a positive user experience in 2U programs by providing proactive, comprehensive, and ‘White Glove’ customer service.

Accomplishments:

• Perform root cause analysis and communicate findings to customers using CRM software (Salesforce).
• Provides live technical support through phone, chat, and email to professor/students during active class sessions..
• Collaborates with company departments and internal cross-functional teams to promptly resolve student and faculty issues.
• Master of Adobe Connect, Zoom Conferencing, and Learning Management System in order to proficiently provide technical assistance to faculty/students and troubleshoot with competence.
• Mitigate technical issues and delivers solutions with 2U’s technical escalation team.
• Understand Student/Faculty Support procedures to communicate and improve processes (Tableau).

OCT 2016 - PRESENT

Network Administrator
Alene Candles LLC. - Milford, NH (Remote)

A leader in the IT department ensuring network and systems uptime across six manufacturing plants. Conducts analysis and recommends adoption of new or enhanced approaches to deliver IT services. Delivers reports, metrics and documentation to all levels of management.

Accomplishments:

• Reinforces processes and business flows for the IT department including technical documentation for end users on our knowledge base site. Maintain company SOPs and change control by managing GPO policies.
• Overhauled network security by implementing multiple layers of anti-virus (Sophos), email security and continuity (Mimecast), and anti-ransomware protection (Intercept-X).
• Implemented and integrated help desk system for 350 users, providing in-person, on call, and email support.
• Maintain and Install layer 2 and layer 3 hardware throughout remote sites including; managed switches (HP Procurve, Adtran, Cisco), firewall and port configurations (Silver-Peak), VOIP telecommunications (Allworx) and remote network storage backups (ShadowProtect/Synology).
• Collaborated with vendors to design and build two manufacturing plants and two warehouse sites complete with network infrastructure schematics and technical layouts.
• Utilized programming knowledge to develop autonomous scripts to control PC updates as well as a production metrics display array.
• Designed automated data communication to vendors using SFTP.
• Developed help desk monthly metric reports using SQL and PHP.
• Collaborated with vendors to build offsite data center with 100% redundant network stack including servers in N+1 failover configuration, High Availability failover firewalls (Juniper), High Availability failover managed switches (Cisco), and redundant WAN Optimization routers (Silver-Peak). Maintain a full mesh network between six sites with SD-WAN and VPN Tunnels. Managed all systems using monitoring tools (PRTG).
• Designed and maintains enterprise wireless network systems (Meraki) and access points. Implemented long range, point-to-point, wireless failover communication for fiber-optic between buildings.
• Implemented image based backup (Clonezilla) and autonomous software deployment server (ManageEngine) for rolling out new PC setups and software patches/installs.

FEB 2011 - PRESENT

Technical Media Producer
FASTHockey Inc.

Responsible for producing and editing digital video content for junior to amateur level hockey games captured on location in collaboration with a Field Reporter. Collaborated with technical team to setup and breakdown equipment including network switches, professional cameras, and cabling.

Accomplishments:

• Manage and effectively use field production equipment and tools, including camera gear, microphones, video capture, storage, live streaming and transfer.
• Assembled, prepared and set up equipment prior to filming, which included tripods, monitors, lighting, cables, leads, network controllers, and headphones
• Collaborated with network engineers to design ad-hoc local networks in different arenas.
• Troubleshooted and resolved network issues in real time during live streaming. Designed backup power requirements for disaster failover.
• Assisted with website programming and live stream editing before, during and after the games.

OCT 2006 - DEC 2009

Bachelor's Study in Game, Simulation, and Robotics
Daniel Webster College
Developed a core set of skills in both programming languages and computer repair standards. Created projects in over 12 different programming languages. Learned the basics of project management and professional team building. Continued studies in advanced computer repair and program debugging as well as learning industry standard documentation skills.

2007-2012
Incomplete

CompTIA Network+
CompTIA

AUGUST 2020

NOVEMBER 2014

AUGUST 2015