Solutions Engineer

• Sep 2021 - Present

Enterprise Mobility Consultant | Technical Account Manager

• Nov 2019 - Sep 2021

Meet project deliverables, which include but not limited to such activities as application configuration, testing, troubleshooting and resolving issues that ariseProvide technical support to assigned Enterprise Customers, establish a long-term relationship with them, develop an understanding of their strategic goals and business needsWork with the assigned Enterprise Customers proactively to carry out roadmap planning related to MobiControlUndertake discovery to identify opportunities across your assigned Enterprise Customers organization to effectively leverage SOTI Software across their different business unitsLog all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the support knowledge baseCarry out large scale software upgrades & migrations of SOTI softwareAct as an escalation point to Technical Support and Pre-Sales teams as needed. Show less

Senior Technical Support Specialist, Level 3

• Mar 2019 - Nov 2019

Senior Technical Support Specialist

• Aug 2018 - Mar 2019

Provides Level 2 technical support for all manner of IT issues for international business mobility customers, utilizing Salesforce to manage and resolve up to 5 service tickets a day while also providing enterprise support for key accounts.Selected Accomplishments: Consistently develops technical articles and other documents regarding new workarounds and solutions, sharing best practices on internal knowledge base as well as external help documents for end-users.Key Responsibilities:￭ IT Support: Facilitates all manner of IT support including cloud server, network, and security issues, coordinating with development team as necessary for any problems with Mobility management product.￭ Client Engagement: Actively communicates with clients within an hour of receiving ticket to determine issue and obtain any other relevant details to inform investigation and resolution.￭ Root Cause Analysis: Identifies issue and performs root cause analysis, testing and collecting logs as necessary to determine effective solution while documenting and reporting all steps taken to be uploaded to shared knowledge base after services rendered.￭ Stakeholder Engagement: Builds and maintains working relationship with key clients, functioning as point of contact for all escalated issues and technical inquiries. ￭ Team Mentorship: Continually trains and supports team of 50 junior technicians, providing mentorship and guidance to help orient new hires and develop their skills.￭ Escalation Management: Manages escalated issues from junior technicians, taking ownership of problem while effectively mentoring and supporting development of newer employees. Show less

Technical Support Specialist

• Jun 2017 - Aug 2018

Cisco Customer Support Engineer - Server Virtualization Team

• Nov 2015 - Apr 2017

• Provided technical assistance for high-tier Cisco partners and end-customers in the European market, primarily corporations and data centers, in a timely and efficient manner. • Troubleshooted hardware, software, configuration and integration problems from start to finish for Cisco Unified Computing Systems and other Cisco Data Center products. • Communicated with customers, predominantly in English, by phone, email, or Webex video conferencing; worked through a translator when the user was not fluent in English. • Demonstrated exceptional multi-tasking capabilities by focusing on up to 4 complex tickets per day simultaneously; created detailed technical logs to summarize the case and document all work performed (i.e.: description of problem, action plans, business impacts). • Provided technical assistance, advice and open collaboration with other internal team members on hard to resolve issues related to Cisco UCS domains. • Provided support for data center converged platforms: Vblock and FlexPod. • Provided vendor-support services: VMware, Windows server. Show less

System Administrator

• Dec 2013 - Apr 2015

Oversaw and directed IT department, managing upkeep, installation, and configuration of all servers, surveillance systems, and networks while also receiving and handling end-user issues as needed. Selected Accomplishments:  Directed and performed all IT set up for new dealership location, coordinating with vendors and external contractors to install and configure all necessary components including phone and internet systems from scratch while ensuring most efficient and cost-effective execution.  Recommended and implemented VOIP system across multiple distant branches, resulting in significant cost savings on phone service charges.  Evaluated internal networks, developing diagrams to accurately identify and recommend potential solutions for various departmental systems.  Supported implementation of new, advanced surveillance system, installing and configuring public IP system to allow Internet-enabled accessibility for night surveillance. Key Responsibilities: ￭ Recruitment Lifecycle: Facilitated full recruitment cycle for new IT technicians from screening and interviewing process to onboarding and training, generating performance evaluations for submission to upper management. ￭ Inventory Control: Performed encompassing inventory checks on all devices and products, generating documentation to streamline and enhance inventory control. Show less

IT Specialist

• Aug 2012 - Dec 2013