Enterprise Infrastructure Manager

• Apr 2022 - Present

Infrastructure Engineer

• Sep 2019 - Aug 2023

Network Engineer

• Oct 2015 - Present

Responsible for Trulite facilities on the east coast. Responsible for Trulite facilities on the east coast.

Contractor for Trulite

• Jul 2015 - Oct 2015

T1 tech support in the corporate office, dispatching, purchasing, machine imaging and issuance. T1 tech support in the corporate office, dispatching, purchasing, machine imaging and issuance.

Senior Help Desk Analyst - Support Booz Allen Hamilton

• Apr 2009 - Jul 2015

• Promoted to Tier 2 Analyst and was assigned 10+ individuals to manage • Attained Bachelors in Computer Information Systems while working full time. • Reviewed recorded phone conversations for quality control • Headed many VIP cases with a 30 minute resolution SLA requirement • Experience providing mobile support for iPhones and Androids • Selected to field and address customer complaints that were escalated to management • Advised and coached clients on processes in place… Show more • Promoted to Tier 2 Analyst and was assigned 10+ individuals to manage • Attained Bachelors in Computer Information Systems while working full time. • Reviewed recorded phone conversations for quality control • Headed many VIP cases with a 30 minute resolution SLA requirement • Experience providing mobile support for iPhones and Androids • Selected to field and address customer complaints that were escalated to management • Advised and coached clients on processes in place with the company • Provided remote technical support and triaging issues, resulting in minimal production downtime for clients • Designated to pilot remote support capability facilitating geographical diversity of a call center based contract. • Generated reports developed by offloading data from different company systems and producing performance reports in Excel. Reports were used to insure quality and increase Team productivity. • Provided assistance to my co-workers/subordinates to facilitate clients’ issues, accelerate the resolution. • Consulted under several pilot programs that became contract standard processes or were used to analyze system issues. • Established training sessions and co-authored documentation used to facilitating contract knowledge & requirements. • Assisted in transition of one knowledge database to another by formatting documentation to new standards. • Recruited to management discussions for input on contract requirements, undocumented issues, and planned training events. • Selected to respond to time sensitive issues that arose due to special projects and users stationed overseas. • Designated lead trainer and trained 4 individuals in 3 months • I was selected to train for multiple contracts for desk wide support flexibility. Show less • Promoted to Tier 2 Analyst and was assigned 10+ individuals to manage • Attained Bachelors in Computer Information Systems while working full time. • Reviewed recorded phone conversations for quality control • Headed many VIP cases with a 30 minute resolution SLA requirement • Experience providing mobile support for iPhones and Androids • Selected to field and address customer complaints that were escalated to management • Advised and coached clients on processes in place… Show more • Promoted to Tier 2 Analyst and was assigned 10+ individuals to manage • Attained Bachelors in Computer Information Systems while working full time. • Reviewed recorded phone conversations for quality control • Headed many VIP cases with a 30 minute resolution SLA requirement • Experience providing mobile support for iPhones and Androids • Selected to field and address customer complaints that were escalated to management • Advised and coached clients on processes in place with the company • Provided remote technical support and triaging issues, resulting in minimal production downtime for clients • Designated to pilot remote support capability facilitating geographical diversity of a call center based contract. • Generated reports developed by offloading data from different company systems and producing performance reports in Excel. Reports were used to insure quality and increase Team productivity. • Provided assistance to my co-workers/subordinates to facilitate clients’ issues, accelerate the resolution. • Consulted under several pilot programs that became contract standard processes or were used to analyze system issues. • Established training sessions and co-authored documentation used to facilitating contract knowledge & requirements. • Assisted in transition of one knowledge database to another by formatting documentation to new standards. • Recruited to management discussions for input on contract requirements, undocumented issues, and planned training events. • Selected to respond to time sensitive issues that arose due to special projects and users stationed overseas. • Designated lead trainer and trained 4 individuals in 3 months • I was selected to train for multiple contracts for desk wide support flexibility. Show less

Helpdesk Analyst - Contractor for CompuCom

• Feb 2009 - Apr 2009

• Provided support on a call center contract for Booz Allen Hamilton for technical support, HR, finance, and payroll. • As contractor I trained 3 individuals and was asked to provide assistance to my fellow associates when the Tier 2-Analysts were occupied with tasking given by the Team Lead. • Provided support on a call center contract for Booz Allen Hamilton for technical support, HR, finance, and payroll. • As contractor I trained 3 individuals and was asked to provide assistance to my fellow associates when the Tier 2-Analysts were occupied with tasking given by the Team Lead.

E-5 / FS2

• Jun 2001 - Dec 2008

• Paperwork management for Coast Guard Galley Facility using MS Office 2003 • Adjusted recipes for baking by using Excel Formulas • Resolved several issues with the Inventory control logs by setting the formulas correct in Excel. Maintained galley personal computer systems. Boot camp & rating designation school - June 2001 through January 2002 1st station - USCGC Bear (WMEC 901) Arrived E2 (Feb. 2002) departed E5 (May 2005) 2nd station - ISC Miami - arrived E5 (May 2005)… Show more • Paperwork management for Coast Guard Galley Facility using MS Office 2003 • Adjusted recipes for baking by using Excel Formulas • Resolved several issues with the Inventory control logs by setting the formulas correct in Excel. Maintained galley personal computer systems. Boot camp & rating designation school - June 2001 through January 2002 1st station - USCGC Bear (WMEC 901) Arrived E2 (Feb. 2002) departed E5 (May 2005) 2nd station - ISC Miami - arrived E5 (May 2005), departed E5 (June 2008) 3rd station - Station Milford Haven, arrived E5 (July 2008) departed Honorable discharge (Dec. 2008) Show less • Paperwork management for Coast Guard Galley Facility using MS Office 2003 • Adjusted recipes for baking by using Excel Formulas • Resolved several issues with the Inventory control logs by setting the formulas correct in Excel. Maintained galley personal computer systems. Boot camp & rating designation school - June 2001 through January 2002 1st station - USCGC Bear (WMEC 901) Arrived E2 (Feb. 2002) departed E5 (May 2005) 2nd station - ISC Miami - arrived E5 (May 2005)… Show more • Paperwork management for Coast Guard Galley Facility using MS Office 2003 • Adjusted recipes for baking by using Excel Formulas • Resolved several issues with the Inventory control logs by setting the formulas correct in Excel. Maintained galley personal computer systems. Boot camp & rating designation school - June 2001 through January 2002 1st station - USCGC Bear (WMEC 901) Arrived E2 (Feb. 2002) departed E5 (May 2005) 2nd station - ISC Miami - arrived E5 (May 2005), departed E5 (June 2008) 3rd station - Station Milford Haven, arrived E5 (July 2008) departed Honorable discharge (Dec. 2008) Show less

Computer Technician

• Aug 1998 - Jun 2001

• Refurbished Laptops and Desktops that needed repair for resell • Used RAM Tester to verify Memory in working condition. • Replaced and upgraded processors, LAN Cards, Video Cards, Sound cards, IDE cables, hard drives, removable media drives, Motherboards, and Power supplies. • Updated drivers for new hardware to improve system performance • Partitioned hard drives for multi boot systems. • Refurbished Laptops and Desktops that needed repair for resell • Used RAM Tester to verify Memory in working condition. • Replaced and upgraded processors, LAN Cards, Video Cards, Sound cards, IDE cables, hard drives, removable media drives, Motherboards, and Power supplies. • Updated drivers for new hardware to improve system performance • Partitioned hard drives for multi boot systems.