Experience

Cambridge Isotope Laboratories, Inc

• United States
• Chemical Manufacturing
• 100 - 200 Employee

• IT Support Specialist

  • Apr 2021 - Present

  Andover, Massachusetts, United States

• IT Support Specialist

  • Apr 2021 - Apr 2021

  Andover, Massachusetts, United States



Oncam

• United Kingdom
• Security and Investigations
• 1 - 100 Employee

• Technical Support Engineer

  • Sep 2020 - Apr 2021



Red River

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Unified Communication Network Engineer II

  • Mar 2020 - Aug 2020

  Nashua, New Hampshire, United States Monitors, troubleshoots and resolves Unified Communications (UC) network related issues, escalating as necessary Set up, configure, troubleshoot and test Cisco Unified Communications Manager (CUCM); Cisco Unity Connection (CUC); Cisco Unified Contact Center Express (UCCX). Maintains UC network performance by performing UC network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor Work with monitoring tools to… Show more Monitors, troubleshoots and resolves Unified Communications (UC) network related issues, escalating as necessary Set up, configure, troubleshoot and test Cisco Unified Communications Manager (CUCM); Cisco Unity Connection (CUC); Cisco Unified Contact Center Express (UCCX). Maintains UC network performance by performing UC network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor Work with monitoring tools to diagnose via logs and investigate failures or errors in UC Applications Collaborate and communicate with other team members to provide good service and issue resolution Show less



Oncam

• United Kingdom
• Security and Investigations
• 1 - 100 Employee

• Technical Support Representative

  • Apr 2018 - Mar 2020

  Billerica MA Provide technical support for US based end customers, installers and partners via phone and email for the Evolution line of 360 degree surveillance cameras. Assist with advanced configuration and integration on a multitude of network video recording devices. QA test firmware. Process RMAs for defective units. Create knowledge base articles and custom how to videos. Manage local IT inventory and act as onsite hands and eyes for Global IT manager. Maintain local Windows server environment… Show more Provide technical support for US based end customers, installers and partners via phone and email for the Evolution line of 360 degree surveillance cameras. Assist with advanced configuration and integration on a multitude of network video recording devices. QA test firmware. Process RMAs for defective units. Create knowledge base articles and custom how to videos. Manage local IT inventory and act as onsite hands and eyes for Global IT manager. Maintain local Windows server environment. Maintain physical security access. Show less



Cisco

• United States
• Software Development
• 700 & Above Employee

• Cloud CollaborationTAC Customer Support Engineer III

  • Nov 2010 - Apr 2018

  Boxborough Ma Customer Support Engineer, Cloud Collaboration TAC. Tier III 2010-2018 Technical support via phone, email & remote support sessions for enterprise customers for Cisco’s Cloud based WebEx and Cisco Spark products. • Second tier escalation for on-premise Cisco WebEx Meeting Server product as well as legacy MeetingPlace products. • Cross functional collaboration with engineering team. • Collaborate with and mentor junior engineers on complex issues… Show more Customer Support Engineer, Cloud Collaboration TAC. Tier III 2010-2018 Technical support via phone, email & remote support sessions for enterprise customers for Cisco’s Cloud based WebEx and Cisco Spark products. • Second tier escalation for on-premise Cisco WebEx Meeting Server product as well as legacy MeetingPlace products. • Cross functional collaboration with engineering team. • Collaborate with and mentor junior engineers on complex issues. • Create training slides for multiple topics within the MeetingPlace scope of products. • Worked with Product Management, Business Unit and Documentation Team on discovery of serviceability and feature enhancements of CWMS product • Drove team of 24 engineers to 100% completion of TAC compliance training. • Acted as point for ISO27001 security readiness audit identifying potential security issues and providing resolutions and documenting them. • Drove TAC Culture Amazing Race to win one attribute and receive best comeback and most bonus entry honorable mentions. • Early adopter for Foundations to Success training program aimed to improve customer service skills, align a culture of customer first, and address gaps in the case handling processes.

• Oracle Consultant

  • Sep 2007 - Nov 2010

  Consultant. As a Sun Microsystems consultant onsite at Cisco I provide onsite technical support for the Engineering Team. General Unix (Solaris) & Linux system administration and troubleshooting. Triage & coordinate multi-vendor service requests globally. Manage case load through automated queue tree. Monitor & report on various system monitoring tools for supported team queues in case management tool and annotate as needed. Check daily server report & remediate within appropriate time frame… Show more Consultant. As a Sun Microsystems consultant onsite at Cisco I provide onsite technical support for the Engineering Team. General Unix (Solaris) & Linux system administration and troubleshooting. Triage & coordinate multi-vendor service requests globally. Manage case load through automated queue tree. Monitor & report on various system monitoring tools for supported team queues in case management tool and annotate as needed. Check daily server report & remediate within appropriate time frame based on criticality. Attend weekly operational meetings providing resolutions of various outstanding problems. Communicate status of problematic repairs. Provide trending analysis and reporting for problematic hardware. Deploying new releases of OS, patches, firmware and software. Installation and decom of hardware as needed. Investigate and resolve system generated error notices.



Decision One

• Field Engineer

  • Aug 2005 - Sep 2007

  Field Engineer. Hardware generalist responsible for performing hardware maintenance for Sun Microsystems exclusively onsite at Cisco as a third party service provider. Delivered a high level of customer satisfaction through the effective use of technical experience and client care. Demonstrated skilled knowledge in a minimum of one discipline. (Hardware, High Availability Systems). Other duties included maintaining monthly activity reports, quarterly on-call rotation (primary and backup)… Show more Field Engineer. Hardware generalist responsible for performing hardware maintenance for Sun Microsystems exclusively onsite at Cisco as a third party service provider. Delivered a high level of customer satisfaction through the effective use of technical experience and client care. Demonstrated skilled knowledge in a minimum of one discipline. (Hardware, High Availability Systems). Other duties included maintaining monthly activity reports, quarterly on-call rotation (primary and backup), meeting & exceeding corporate utilization, case closure, training & proactive/preemptive goals on a monthly basis. Show less



Sun Microsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• System Support Engineer

  • Jan 2000 - Jan 2005

  Hardware and UNIX generalist responsible for providing system support including hardware, OS software, software applications, and networking to customers and field personnel onsite or via telephone support. Provided a high level of customer satisfaction through the effective delivery of technical support and service programs. Demonstrated "skilled" knowledge in a minimum of one discipline. (Hardware, High Availability Systems). Other duties included maintaining monthly activity… Show more Hardware and UNIX generalist responsible for providing system support including hardware, OS software, software applications, and networking to customers and field personnel onsite or via telephone support. Provided a high level of customer satisfaction through the effective delivery of technical support and service programs. Demonstrated "skilled" knowledge in a minimum of one discipline. (Hardware, High Availability Systems). Other duties included maintaining monthly activity reports, quarterly on-call rotation (primary and backup), meeting & exceeding corporate utilization, case closure, training & proactive/preemptive goals on a monthly basis. * Region lead for various tool integrations * Sun Certified System Administrator, Solaris 8. Show less