Experience

TierPoint

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

• Solution Delivery Manager

  • Apr 2023 - Present

  I work with incoming clients with complicated requests to define technical requirements, identify how TierPoint services can meet those requirements, and architect IT solutions to satisfy those requirements.

• Windows Team Lead

  • Dec 2018 - Apr 2023

  Team Lead on the Windows Systems Team. My responsibilities consisted of the following:-Managed a team of engineers (offshore as well as local) to provide regular coverage to field client environment issues.-Provided technical expertise to the team, and helped research challenging problems.-Devised processes, procedures, and standards for team operations.-Wrote and polished documentation regarding the aforementioned processes, procedures, and standards.-Directly engaged with clients on complex and/or sensitive issues.-Communicated to leadership and above regarding team performance, efficiency, and needs.-Validated incoming contracts for scalability and supportability.-Revamped the QA process on freshly built environments to ensure they were in good standing and qualified for support.-Acted as a Subject Matter Expert on Windows, OS patching, Virtualization, as well as TierPoint environments and processes. Show less



Cosentry (now TierPoint)

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

• Senior Windows Engineer

  • Jul 2016 - Dec 2018

• Systems Engineer

  • Mar 2016 - Jul 2016

  I'm preparing to transfer to the Windows Team, but currently my responsibilities are as follows:-Workgroup Recovery service maintenance, upkeep, and assistance with testing and disasters-Compliant Cloud Environment server patching and troubleshooting-Smart hands requests in the Bellevue and Midlands Datacenters-Escalation point for the Support team for issues they are unable to resolve-Rotating on-call duties-In addition to these, I also help with the following:--Assist HDS with internal technical issues, as well as help to coordinate between MSOC and HDS on shared clients--Test ideas in a lab environment to find solutions for client issues and provide workable strategies to resolve them Show less

• Help Desk Specialist

  • Jun 2015 - Mar 2016

  I do in-depth troubleshooting on phone calls, remoting into user's machines and doing installations and resolving issues. I monitor the ticket queue and proactively call out on tickets to resolve customers' issues. I take calls from analysts and assist them with issues they are unable to resolve. I do projects involving maintaining the data tapes for clients, reimaging computers, installing hardware and general networking assistance around the datacenter.

• Help Desk Analyst

  • Dec 2014 - Jun 2015

  Take phone calls, gather information from callers. Troubleshoot technical difficulties, identify what issues can be immediately assisted with, and what must be escalated. Remote into some users' systems and perform troubleshooting. Escalate those tickets I cannot resolve to higher-tier specialists. Monitor the queue of tickets and work what I can.



Bed Bath & Beyond

• United States
• Retail
• 700 & Above Employee

• Stockroom Maintenance

  • Nov 2007 - Dec 2014

  I worked everywhere in the store. I assisted customers in all departments, from the front end to bath, bedding, kitchenware, and bridal registry. I planned, organized, and maintained the stockrooms. I worked independently, with little guidance in adhering to the systems in place to provide organization for the volume of product we carried. I was an expert on our merchandise, and counseled customers on what product would best fit their needs. I worked everywhere in the store. I assisted customers in all departments, from the front end to bath, bedding, kitchenware, and bridal registry. I planned, organized, and maintained the stockrooms. I worked independently, with little guidance in adhering to the systems in place to provide organization for the volume of product we carried. I was an expert on our merchandise, and counseled customers on what product would best fit their needs.