Service Engineer

• Oct 2023 - Present

Assistant Professor IV

• Aug 2019 - Present

Information Technology Specialist II

• Jul 2021 - Sep 2023

-Strong problem-solving skills, firm understanding of how to properly troubleshoot problems.-Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.-Ability to ask qualifying questions to produce the optimal result.-Coordinates issues to different clients, vendors, and makes sure escalated tickets a re handled accordingly.-Strong familiarity with Windows desktop operating systems, and Microsoft Office suite of application.-Strong familiarity with MSP/service desk generalist tasks that includes servers, VPN, cybersecurity, windows applications, etc.-Familiar with client-specific apps like JAMF, Egnyte, Service Titan, Nextiva, Bluebeam, etc.-Creates knowledge-based documentations for troubleshooting that everyone in the company may refer to in terms of critical and client-specific tasks. Show less

Network Operations Center Engineer

• May 2020 - Jul 2021

-Maintain uptime for all IT systems and stability of the core network-Network support, network administration and management, switching and routing– Firewall support and configuration– Server OS and associated technologies management, configuration, and troubleshooting (Windows Server 2012/2012R2/2016, PowerShell, Active Directory, Group Policy, FSRM, etc.)– Office 365 including Exchange, OneDrive, and SharePoint Online.– Virtualization Technologies (VMWare Suite).-Network analysis and routine troubleshooting-Identification and prevention of any potential issues regarding the network-Recommends improvements in organizational productivity and the network Show less

Subject Matter Expert

• Sep 2018 - May 2020

1. Act as technical mentor to ambassadors providing proximity support when they encountercomplex issues and process hurdles.2. Act as reviewer of cases that are subject for escalation to ensure that ambassadors followprescribed escalation guidelines.3. Aid Team Leads in handling escalations when customer demands to speak with a technicalexpert.4. Assist ambassadors in managing their backlogs through reviews and recommendation of nextaction plan to resolve the issue.5. Aid in the monitoring of common issues that could result to High Call volume. He/she isresponsible in notifying NEXT team when spikes are detected for quick and timely VPescalation to Microsoft engineering.6. Assist Next Team in providing refresher training, Knowledge transfer, mentoring and best-practice sharing based on strengths and areas for improvement.7. 30% of the time will be spent responding to email modality cases and the rest will be floorsupport.8. Assists in updating and maintaining of process and client related documents (SOP’s,communique, roll-outs and experiment participation).9. Provide feedback to team leads based on observations and FAQs that are commonly raised bysupport ambassadors.10.Assists real-time analysts from in monitoring service levels and real-time adherence on a perneed basis.11. Perform other ad-hoc tasks as required and assigned by Operations Lead. Show less

Cloud Support Engineer

• Dec 2017 - Sep 2018

• Responsible for being first point of contact for clients/customers of Microsoft Office 365 for Business for their support queries.• Provide timely troubleshooting and quality responses to client issues received via phone, email or through remote support tools according to agreed SLA’s• Provide support by responding to customer requests for technical support via phone, email and remote support tools• Provide resolutions with pre-defined timeframes across the technical break/fix, client orders and billing and partner enablement support services area• Follow call support procedures as per ITIL best practice processes• Perform detailed problem analysis with varying degree of complexity• Liaise with third party service providers where necessary• Participate in creating technical documents for company records and for clients, contribute to ongoing procedure development and documentation, and expanding knowledge base• Coordination with other business units to increase customer satisfaction and meet SLA targets• Ensure all policies and standards, as they are introduced are always adhered Show less

Specialist Instructor

• May 2019 - Jul 2019

Associate Software Engineer

• Dec 2016 - Nov 2017

• Responsible for being first point of contact for clients/customers of Microsoft Office 365 for Business for their support queries. • Provide timely troubleshooting and quality responses to client issues received via phone, email or through remote support tools according to agreed SLA’s • Provide support by responding to customer requests for technical support via phone, email and remote support tools • Provide resolutions with pre-defined timeframes across the technical break/fix, client orders and billing and partner enablement support services area • Follow call support procedures as per ITIL best practice processes • Perform detailed problem analysis with varying degree of complexity • Liaise with third party service providers where necessary • Participate in creating technical documents for company records and for clients, contribute to ongoing procedure development and documentation, and expanding knowledge base • Coordination with other business units to increase customer satisfaction and meet SLA targets • Ensure all policies and standards, as they are introduced are always adhered Show less

Teaching Faculty - College of Engineering

• Nov 2016 - May 2017

Engineering Intern

• Mar 2016 - Apr 2016

IS Site Support

Intern

• Nov 2015 - Mar 2016

SAP AMS