Experience

WheelHouse IT

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Engineer

  • Nov 2020 - Present



IPsoft

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Automation Engineer

  • Jan 2020 - Jul 2020

  Delivered exemplary support assessing customer issues, souring root cause, and generating automated solutions to eliminate recurrent problems. Demonstrated the ability to manage an influx of automation requests, prioritizing tickets, and quickly addressing concerns.● Credited with enhancing low performing processes and fixing bugs of existing automations.● Liaise with the Cognitive Team on Q&A as well as Artificial Intelligence implementations.● Consistently achieved and exceeded productivity goals for automation.● Successfully reduced the number of overall bugs throughout system-wide automations. Show less

• Service Desk Shift Lead

  • Jul 2019 - Jan 2020

  Oversaw service desk operations, analyzing outages, enacting solutions, and escalating issues, as required. Orchestrated account leads changes, reporting, and subsequent improvements. Designated as the lead escalation point for the team.● Engaged with customers and ensured that Service Level Agreements were met.● Evaluated performance and delivery, administering changes when necessary.● Trained, mentored, and coached techs through successful completion of tasks.● Assess client concerns, identify team performance issues, and offer comprehensive solutions.● Contributed to the creation of Standard Operating Procedures and subsequent updates.● Conducted team evaluations, praising positive performance, and highlighting areas in need of improvement.● Consolidated multiple server desk teams under one group. Show less

• Service Desk Technical Lead

  • May 2017 - Jul 2019

  Offered team leadership by assessing client technical needs, charting courses of action, and delegating tasks to colleagues. Identified end user issues, generated reports, and collaborated with teams to discover solutions. Additionally, assisted other departments with special projects and issues affecting the service desk.● Successfully on-boarded with biggest client in company history.● Assimilated and documented client service desk infrastructure.● Trained and mentored new associates in best practices and client specific applications.● Served as the escalation point for Support Engineers with client specific systems.● Generated, maintained, and updated Standard Operating Procedures. Show less

• Service Desk Technical Support Engineer

  • Nov 2016 - May 2017

  Assisted in the identification and remediation of end user issues on a daily basis. Commonly handled problems with operations systems, client specific applications, mainstream applications, connectivity, mobiles devices, and hardware and network issues.● Conducted comprehensive testing on upcoming software integrations and policy changes before deployment.● Executed End User maintenance in AD and the ticket system.● Completed basic ticket system administration.● Utilized server administration experience at the Service Desk.● Recognized by management as a Top Ranking ticket resolver. Show less



WheelHouse IT

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Technical Support Engineer

  • Jan 2016 - Nov 2016

  Designated as the mentor and point of escalation for both Level I team members as well as less experienced level two associates. Handled an array of issues such as troubleshooting Windows Server issues, SonicWall, and Cisco security appliances issues. Additionally, facilitated implementation alongside the Project Team. ● Executed maintenance and troubleshooting of MDM systems. ● Communicated with the NOC Team providing resolutions and assisting with automation. ● Fixed Exchange mail flow concerns. ● Liaised with the Operations Manager to identify new solutions for clients. ● Transitioned Cloud computing service from 4 Corner / AE Technology and offered tech support after the merger. Show less



4 Corner IT

• United States
• Information Technology & Services

• System Administrator

  • Aug 2013 - Dec 2015

  Presided over the system on a daily basis overseeing administration and maintenance of Windows Servers and SonicWALL security appliance. Credited with significantly reducing ticket volume by automating tasks. Additionally, served as the escalation point for Level 1 tickets.● Tested and migrated the company to an O365 solution, reducing client call volume, and issues by 65%.● Introduced Application Virtualization to clients providing the ability to work remotely.● Cross-trained with the sister company in New York prior to the merger. Show less

• Senior Technical Support Representative

  • Dec 2009 - Aug 2013



4 Corner IT

• United States
• Information Technology & Services

• Technical Support Representative

  • Jan 2008 - Jan 2009