Enterprise ITOps Engineer

• Apr 2022 - Present

IT Helpdesk / Sys Admin at Amare Global

• Mar 2019 - Present

• Working closely with developers and product managers in feature-based teams during each iteration, to make sure acceptance criteria are met.• Has working knowledge of all of the following quality assurance methods: unit, integration, regression, user interface and automated testing.• Provide test strategy/plan presentations to digital manager, project manager and QA manager.• Ensure latest model firewalls are in place and network intrusion devices provide the best performance and security.• Establish and monitor clearly defined key performance indicators and service levels for all Technical Operations and personnel to support best in class customer service.• Oversees equipment maintenance and systems testing, upgrading, and installing.

Customer Service Representative

• Oct 2017 - Mar 2019

• Manage all customer interactions via inbound phone, online chat, email, and written correspondence while capturing customer information and ensuring a high quality customer experience.• Work closely with team and supervisor to meet weekly and monthly sales goals.• Provides excellent customer and product service; creating and maintaining professional relationships to ensure customer satisfaction and brand loyalty.

Youth Instructor

• Nov 2016 - Oct 2017

• Develops afterschool programming for youths 5-18 • Performs administrative tasks (scheduling, documenting, email correspondence, etc.) • Maintains interdepartmental relationships • Manages and defuses conflict • Active member of the planning and mental health committee • Develops afterschool programming for youths 5-18 • Performs administrative tasks (scheduling, documenting, email correspondence, etc.) • Maintains interdepartmental relationships • Manages and defuses conflict • Active member of the planning and mental health committee

Front End Team Member

• Jan 2016 - Sep 2016

Lifeguard

• Feb 2012 - May 2014