Senior Manager, IT

• Jan 2022 - Present

Senior Systems Engineer

• Jan 2022 - Present

Senior Engineer, SaaSOps

• Aug 2021 - Jan 2022

Engineer, SaaSOps

• May 2020 - Aug 2021

Lead, IT Support Engineer

• Mar 2018 - May 2020

Manager, IT Services & Support

• Jan 2017 - Feb 2018

Helpdesk Analyst

• Aug 2016 - Jan 2017

• Evaluated, prioritized and answered all incoming requests for assistance from local and remote Priceline employees experiencing problems with hardware, software, network, and other computer-related technologies.• Logged and tracked all incidents and problems from identification through resolution.• Grew general knowledge of corporate, division, and facility-specific products, increasing ability to resolve incidents or requests rapidly and on initial contact.• Problems beyond the scope of responsibility were resolved by engaging and escalating to, in a timely manner, other service resources from facilities, divisions or corporate groups.• Maintained and protected confidentiality with regard to all aspects of employee and corporate information.• Examples of technologies utilized to perform basic job functions included, but weren’t limited to:Remedy, Jira, GSX, Active Directory, Microsoft SCCM, JAMF Casper Suite, CISCO Unified Communications, Crestron, Zoom, BlueJeans, LifeSize, Polycom, Code42, Bomgar, VMWare, Citrix, Okta, DUO Security, Oracle, Trend Micro, DNS, DHCP, VPN (F5), NAC (Clearpass), Mac OS X (10.9, 10.10, 10.11), Microsoft Windows (7, 8, 10), Microsoft Exchange, Microsoft Office Suite, GSuite and Adobe Creative Cloud. Show less

Chief Operating Officer (Interim)

• Jul 2015 - Sep 2015

• Directed and coordinated day-to-day business operations consistent with the company’s established goals, objectives, policies and procedures.• Developed and implemented operating and control strategies, leading to the achievement of operating income and cash flow targets.• Collaborated with management team to develop and implement plans for the operational infrastructure of systems, processes and personnel, designed to accommodate growth of business.

Operations Manager

• Dec 2014 - Jul 2015

• Managed day-to-day operations of technical staff, marketing team, customer service associates and data recovery clinic.• Established performance benchmarks, conducted analyses and prepared reports on all aspects of business operations.• Evaluated and recommended new and emerging products, services and technologies.• Primary escalation contact for all clients, partners and vendors.

Service Supervisor & Lead Technician

• Apr 2014 - Oct 2014

• Delighted customers with knowledge, integrity and commitment to an excellent service experience. • Oversaw workflow of repair queues with a strong emphasis on customer outreach. • Maintained direct communication with team members to ensure high efficiency and encourage proper growth. • Escalated issues to senior management staff and/or Apple's support systems (TSPS/SPS) as necessary. • Utilized tried and tested strategies for achieving optimum Apple metrics scores. • Balanced administrative duties with repair responsibilities such that repair quality remained high and deadlines continued to be met. • Liaised with Customer Support Team (CST) to provide pertinent status updates upon request and additionally, acted as their principal escalation contact. Show less

IT Support Specialist

• Oct 2013 - Jan 2014

• Performed in warranty/out of warranty software and hardware repairs on Apple, Windows, desktops, laptops, servers, game consoles, tablets and mobile devices. • Maintained a high degree of quality while successfully completing repairs on or ahead of schedule. • Provided basic to advanced, individual or group, customer training and professional consulting services. • Went above and beyond to ensure the customer was always satisfied. • Planned, implemented and maintained CRM/POS/Inventory systems to ensure smooth day to day business operations. Show less

Field Service Technician

• Sep 2013 - Nov 2013

• Traveled around Clark County area and provided technical support for both residential and SMB customers. • Supported Linux, Apple and Windows environments. • Performed services which included, but weren't limited to; liquid damage & component level repair, mobile device & tablet repair, computer diagnostics, virus/malware removal, network install/config/troubleshooting, custom images/deployments, custom computer builds/solutions and data backup/transfer/recovery services. • Traveled around Clark County area and provided technical support for both residential and SMB customers. • Supported Linux, Apple and Windows environments. • Performed services which included, but weren't limited to; liquid damage & component level repair, mobile device & tablet repair, computer diagnostics, virus/malware removal, network install/config/troubleshooting, custom images/deployments, custom computer builds/solutions and data backup/transfer/recovery services.

Genius

• Oct 2010 - Feb 2012

• Provided customer centric service while properly communicating technical concepts in layman’s terms. • Performed advanced hardware/software troubleshooting and repair. • Performed data transfer, retrieval and recovery services. • Provided one on one personal lessons & taught various group classes. • Gained certifications for both Mac (ACMT) and iOS devices. • Juggled customer and product issues with a strong focus on time-management. • Developed, maintained and communicated advanced knowledge of products, services, and technologies. Show less