Analytics Engineer

• May 2023 - Present

Team Lead Technical Support Specialist

• Apr 2018 - May 2023

Network Administrator

• Oct 2009 - Dec 2017

Monitored all networks to ensure maximum uptime, optimal functioning, and rapid problem resolution. Coordinated and documented testing, installation, and upgrades of firmware and software systems. Researched, proposed, and implemented emergent hardware and software solutions that centralized endpoint administration, resulting in greater operational efficiency. Standardized and improved data and communication systems. Led collaboration across teams to devise standard processes. Trained new technicians to perform audits, backups, recovery procedures, and preventative maintenance operations. Administered Active Directory services and Group Policies. Collaborated on implementation of Microsoft System Center Configuration Manager. Created and managed virtual desktops, training desktops, and kiosks. Implemented and oversaw help and service desk ticketing systems. Administered telephone system and SharePoint Online. Key Achievements:Researched, pitched, and implemented Altiris Client and Asset Management Suite to manage, deploy, and patch 700+ endpoints in 13 locations. This resulted in substantial reductions in labor costs.Introduced central management of antivirus solution and automatic virus protection updates by installing Symantec Endpoint Protection and Symantec Endpoint Manager. Standardized management of corporate-wide mobile devices through implementation of Symantec and AirWatch MDM systems.Implemented SysAid Help Desk and Service Desk ticketing system which streamlined problem resolution.Proactively gathered input directly from Technical Support Specialists and used information to improve and standardize procedures. This strategy was recognized as a success and adopted by team members across functions, leading to the solid establishment of a collaborative culture.Implemented Kronos InTouch time clock system. Show less

Technical Support Specialist | Computer Operator

• Jun 2004 - Oct 2009

Collaborated with Network Administrator on business plan development and deployment of hardware and software systems. Installed, maintained, and troubleshot network servers. Installed and maintained customized software applications. Supported wireless applications, internet access, and information security used in factory and office settings throughout the company. Traveled within organization to train new technicians to perform hardware and software installations and updates. Gathered suggestions for process improvements and made recommendations to upper management. Key Achievements:Mentored new Technical Support Specialists to work collaboratively and independently as they were onboarded at other locations. Show less