Professional Services Engineer

• Feb 2020 - Present

Sr. Site Reliability Engineer

• May 2016 - Feb 2020

Managing and monitoring product application for performance and health and proactively identifying any significant hardware and software component failures. Responding to product application support issues and implementing product code releases. Analyzing problems with software applications to identify problem area(s) and recommending corrective action and partially assisting in development and implementation. - Maintained several public cloud platforms and the applications run on them. Also provided maintenance on numerous private cloud platforms. - Support for CentOS 5, 6 and 7 Linux servers. - Used Puppet to manage proprietary applications within our environment, fixing scripts. - Contracted through Insight Global from May 2016 to January 2017, hired direct after. Responsible for administration and maintenance of the Qualys production applications. Show less

Systems Administrator

• Oct 2015 - May 2016

- Provided production support for various trade systems, databases, and applications. - Provided email, ticketing, phone and on-call support for proprietary banking systems. Support for several SQL databases, which store trade information for numerous applications and trade types. - Support for Middle and Front Office home built applications. Collaborating with development team on fixes. Providing top tier customer service to end users and documenting detailed tickets for support. - Scripting SQL to identify trade and database issues in different tables. - Perform tasks on Unix/Linux server to support reporting services and automated batch jobs. - Documented processes and procedures for the team; centralization of knowledge for the group to provide more consistent support and provide quicker support for new hires. - Initiated documentation of onboarding process to track access request process of over 150 applications and systems. Show less

IT Manager

• Nov 2012 - Nov 2015

- Managed Service Desk/IT Help Desk operations of up to 30 agents as a vendor to our client.- As Escalations Manager, led the L2 analysts in handling high priority incidents.- Designed and improved processes to result in more efficient incident management.- Maintained communication with the client on operations to maintain transparency and provide insight on improvement areas or recommendations.- Coordinated and synchronized with offshore operations to ensure consistent service delivery.- Developed Quality Assurance scorecard and help calibration sessions with QA analysts. QA metrics were designed to balance technician customer service abilities and technical process observance. Show less

Senior IT Specialist

• Aug 2011 - Nov 2012

- Assisted with transition of services from being client-managed to being managed by HCL as the vendor.- Trained L2s/Leads on processes and incident management to client standards.- Documented numerous Standard Operating Procedures and other processes to minimize tribal knowledge among the team.- Provided guidance and recommendations to management.- Visited client location to document roles within Access & Identity Management teams for transition to vendor services.- Acted as consultant to vendor and client regarding capabilities for different services. Show less

IT Service Desk Technician II

• Apr 2009 - Aug 2011

- Provided 2nd tier support and advice to front line agents.- Involved in numerous projects such as KB migrations, ticketing system testing, and QA calibration.- Coached agents on missed opportunities and provided insight to better themselves and help the team.- Handled irate callers.- Determined quickest and most efficient troubleshooting methodology for resolving problems.- Updated KB and documentation.

Resolution Specialist

• 2006 - 2009

- Provided second and final tier support for front line agents, identifying solutions to unresolved problems. - Improved team's dispatch rate by ensuring proper hardware was replaced. - Supported a variety of Dell machines from Dell's Extreme Performance Systems (XPS) to both small and medium business clients. - Provided remote technical support for both software and hardware issue through the telephone, more often without the privilege of remote control tools. - Assisted end users through hardware replacement over the phone. - Awarded top performer in chat support averaging multiple chats at a time. - Frequently awarded top performer in overall stats including AHT, FCR and CSAT. Show less

IT/PHP & OS Specialist

• 2006 - 2006

- Ensured websites were completed and designed to our clients'​ specifications and requirements to ensure client satisfaction. - Performed code debugging and resolving errors. All code was done in PHP and databases were with MySQL. - Performed code integration using existing publicly available and open source projects such as forums, content management applications, and dating software, integrated them into our custom made web designs and layouts. - Ensured websites were completed and designed to our clients'​ specifications and requirements to ensure client satisfaction. - Performed code debugging and resolving errors. All code was done in PHP and databases were with MySQL. - Performed code integration using existing publicly available and open source projects such as forums, content management applications, and dating software, integrated them into our custom made web designs and layouts.