Site Reliability Engineer I

• Aug 2021 - Present

Cloud Engineer

• May 2020 - Aug 2021

Associate End User Computing Support Analyst

• Apr 2019 - Aug 2021

• Utilizing and Monitoring of tickets using ZenDesk in first level support of all incoming call, tickets, IM, community, emails • Accurate escalation of tickets per departmental procedures • Accurate logging ticketing and tracking of all calls • Accurate, timely, and professional resolution on all supported issues • Timely and professional follow up on all calls, tickets and emails • Efficient and accurate resolution of all assigned tickets • Assist users with Windows, MAC, printer & mobile devices/tablets issues • Document solution in tickets • Creation of KB articles, How-to videos for users • Meet all Service Level Agreements SLA as listed in the Service Level Management Plan • Installation and troubleshooting of laptop applications for internal users • Provide support via the phone, emails, tickets, IM, and community • AD account password reset & internal systems • Provide access to DL, SG in AD • Remove PC from AD • Image/Re-image laptops • GoToAssist Expert for remote session • First point of contact for all IT related issues • Windows 7, 8 & 10 operating systems • Knowledge of Windows Server 2019 • Installed printer’s driver when needed • Antivirus software: CrowdStrike • Conduct after hours support as needed • Collaborate with users & teams via Slack, Teams, Skype • Office 365 admin • Interaction Administrator • Manage Badge System (KeyScan, Data-Watch & C-Cure 9000) • Uses of SCCM to manage user devices and software assigned to users • Project: IAM Role Mining for Information Security Show less

NOC Technician

• Sep 2018 - Apr 2019

• Day-to-Day monitoring of systems, applications, and the Customer Support Center • Track tickets, calls and emails • Ticketing system: SalesForce • Perform initial troubleshooting and escalate internally and externally as required • Daily activities will be driven primarily by recurring system health checks, responding to automated system alerts, and handling customer calls and emails • Generate, review and track trouble tickets • Communicate directly with customers by email and telephone. • Provide ongoing communication to both customer, support teams and engineering staff during time of outage or service impact • Pro-actively act on events reported by various monitoring tools Show less

Helpdesk Technician

• Jun 2016 - Sep 2018

- Uses of ticketing system: Dell Kace K1000 - Password reset - Provide outstanding Customer Service to internal employees - Setup new workstations for users - Create Exchange accounts - Migrate Exchange accounts to Microsoft Outlook - Create new users, disable users, remove users in AD - Re-image computers\ rebuild computers - Repair computers - Uses of GoToAssist Expert for remote session with end users - Troubleshoot printer issues, Outlook issues, technology issues - Windows 7, 8 & 10 operating systems - Windows Server 2003, 2008, 2008 R2, 2012 and 2012 R2 operating systems - Retrieved hardware for facilities that were closed - Installed printers to all devices - Answer and provided services and support for all calls - Provided IT support for all devices such as tablets, desktops, laptops, and printers, cell phones - Uses of Antivirus software: Webroot and House Call Trend Micro - Implementation of new phone system - VOIP Admin (make changes to users, setup new phones) - Implementation of new badge system (create badges for employees, make changes to employees access) - Implementation of Verizon Network Fleet (Install GPS & Admin Console) -Troubleshoot and resolve end-user questions -Maintenance of inventory -New machine setup and installation -Coordinate cubicle and office moves -Contribute to miscellaneous projects and implementation of various procedures -Conduct after hours support as needed Show less

Field Engineer

• Nov 2015 - Jun 2016

- Uses of Ticketing System: ConnectWise- Provide outstanding Customer Service - Client Face to Face interaction - Assist end users with troubleshooting issues- Windows Server 2003, 2008, 2008 R2, 2012 and 2012 R2 operating systems- Windows 7, 8 operating systems & MAC OS - Troubleshooting printer issues- Assist client with any technology issues.- Terminate RJ-45 cables- Label networking cables- Install new UPS- Change batteries in UPS- Repair Chromebooks- Migrate users to google- Updates RAM on MAC's & Windows-Troubleshooting iPad issues, Configure iPad's to domain, - Wipe iPad's & Chromebooks for clients- Assist NOC in troubleshooting networking issues- Install Access Points- Update Inventory, tag devices Show less

Helpdesk Support

• Jun 2015 - Nov 2015

- Uses of Ticketing System: ConnectWise- Uses of Active Directory- Password rest- Provide outstanding Customer Service - Assist end users with troubleshooting issues- Create new users, disable users, remove users- Assign Tickets to the right destination (department)- Create new accounts in Exchange- Windows Server 2003, 2008, 2008 R2, 2012 and 2012 R2 operating systems- Uses of Remote Desktop and Remote Viewer- Windows 7, 8 operating systems & MAC OS - Trouble shoot printer issues- Re-image PC's Show less