Senior Information Technology Technician

• Sep 2022 - Present

Responsibilities: Heavier emphasis on CMMC compliancy efforts and integration projects of Microsoft with Google. Still maintaining all previous responsibilities.

IT Technician

• Jun 2021 - Present

Responsibilities: I work on site each day to support the manufacturing floor and office technology. This includes, but not limited to: laptops, docking stations, monitors, keyboards\mice, printers, faxes, scanners, cell phones, tablets, and more. I work with and provide direction to the IT managed server provider helpdesk to ensure incident tickets are getting completed within established SLAs. I provide recommendations on IT projects to the IT manager and work with the different teams to completion. Projects include technologies such as: routers, switches, wireless access points, audio/video systems, cloud-solutions, network cabling, servers, databases, security systems, compliancy efforts, and more. The company Compliance Officer and I accumulate and upload evidence into the CMMC compliancy tool. I support the security system, including: doors, badges, badge scanners, and CCTV. I provide direction on company-wide cybersecurity training. Accomplishments: Successfully implemented new technologies such as: Online collaborative tools, Voice over Internet (VoIP) Phone solutions, Multi-Factor (or 2-Factor) Authentication solutions, cloud-based display management systems, receptionist check-in software, multiple cybersecurity applications, mandatory cybersecurity training, and more. I helped direct and manage the breakdown of the company data-center and transition to brand-new facility. Assisted in the implementation of RFID tracking systems and many more!

IT Technician

• Feb 2021 - Jun 2021

Sr Test Development Technology Specialist

• Jun 2016 - Jul 2020

Responsibilities: Followed customer specifications to develop printed booklets and online forms for educational testing, grades kindergarten through twelve, utilizing an in-house application “IDEAS”. Ensured high quality products by following strict QA process through development, staging, and production phases. Verified online presentations by loading forms into the testing-engine “INSIGHT” on mobile platforms, including iPads and Android devices. Exported and imported items and passages into the system using industry standard QTI xml formats. Worked with the IDEAS Development team to test new releases and also provided suggestions for improvements. Ensured projects and tasks stayed on time by closely following a Microsoft Project schedule. Became subject matter expert regarding IDEAS, providing assistance to anyone having problems with the application. Escalated issues to IDEAS Development. Utilized Microsoft Office and Google applications daily.Accomplishments: Improved the onboarding and training of department employees by designing and deploying an online Learning Management System (LMS). Held meetings with department leadership to develop lists of requirements, researched cost-effective solutions, presented recommendations for approval, then worked with IT Department to implement a proof-of-concept utilizing the open source product Moodle. Design of the system follow industry standard System Development Life Cycle (SDLC). Allowed for scalability and version control by developing the system in Amazon Web Services (AWS) which included dev, staging, and prod environments. Created workplace consistencies by designing department-wide courses for common tasks in IDEAS, as well as team consistencies with team-specific courses. Enabled tracking and reporting capabilities for managers to monitor the staff’s progress through the system. Maintained security by ensuring content was not delivered to individuals outside of their assigned roles.

System Administrator 1 and 2, Infrastructure Team

• Jan 2013 - Dec 2016

Responsibilities: Primary administrator to company-wide server, application, and network monitoring tool Solarwinds Orion. Primary administrator to company-wide ftp/sftp tool GlobalSCAPE EFT Enterprise. Primary server hardware health administrator, replacing failed or failing hard drives and power supplies in the datacenter. Primary administrator to tape library. Secondary admin to company-wide backup and restore applications EMC Avamar, DataDomain, and Backup Exec. Secondary admin to company-wide wireless access point deployment. Worked an “on-call” rotation and provided support after-hours when needed. Accomplishments: Created resiliency and robustness into the monitoring infrastructure by expanding the design from a one-server system to a multiple server system with a backup polling engine at another company location, in case the primary polling site went offline. The multi-server infrastructure allowed for upgrading components without taking down the entire monitoring system. Facilitated growth of the system by adding an additional polling engine at each site since the original polling engines were near full capacity. The system monitored thousands of servers, both physical and virtual, hundreds of application services and databases, dozens of network devices, and a handful of websites. Enabled rapid detections of issues by enabling alerting algorithms and delivery of email notifications to appropriate support groups. Expanded the use of the tool by developing web-accessible multi-tiered Application Maps of mission critical applications and services for business teams to log into and view. Business managers and developers could now see graphical representations of their systems and get real-time information about the status of their environments. Upgraded the FTP environment to a multi-server SFTP infrastructure, replacing original stand-alone FTP server.

Helpdesk Specialist 1, 2, 3 in Corporate Technology

• Apr 2007 - Dec 2012

Responsibilities: Worked a 4-hour shift answering calls, then resolved tickets or worked on projects. Used a ticketing system called INFRA (later transitioned to ServiceNOW) to track issues reported by internal staff. Consistently met or exceeded SLA requirements. Regularly averaged high 90% for customer satisfaction, resulting in several “Tech of the Month” awards. Considered a model employee and was selected to train new employees on team, department, and company policies. Administered Citrix Virtual Desktops and Applications and troubleshot user issues. Updated phone lines in network closets when moving employees to new cubes. Certifications: • Support Center Specialist from Help Desk International (HDI)• Effective Business Writing from New Horizons Computer Learning Centers • Outlook Level 2 from New Horizons Computer Learning Centers Accomplishments: Consolidated critical documentation and websites by developing Microsoft SharePoint ‘Sites’ for my team. As word of the development effort spread, the entire IT department requested sites for their teams. Was given administrative ownership for the virtual conferencing system, “WebEx.” Reduced company expenses by training staff on how to utilize this technology to replace physical travel to client sites thereby saving thousands annually by eliminating the cost of plane tickets, car and hotel rentals, food, and conference rooms.

Technology Specialist

• Jan 2006 - Dec 2006

Greeted customers, listened to their issues, recommended services, took payment, serviced the computer, contacted customer when complete. Greeted customers, listened to their issues, recommended services, took payment, serviced the computer, contacted customer when complete.