Experience

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  Sophos

  • Burlington, MA

  • Associate Operations Engineer

    • Feb 2016 - Apr 2024
    • Burlington, MA

    Provide high level Active Directory and Exchange console (O365 web portal) support.Manage networking hardware such as patch panels, activate and configure ports, and switches.Troubleshoot and allocate resources to VMs using VMWare vSphere software.Install and support Zoom, Polycom, and Skype in conference rooms.Administer physical security tokens such as SecurID RSA and Duo 2FA.Lead weekly onboarding and training events for new hires.Create and maintain knowledge base articles in the internal database for training purposes.Travel to other US offices to support high level executives and facilitate company acquisitions.Provide remote customer support across the entire North American region with LogMeIn.Manage daily ticket queues in Jira Service Desk and BMC RemedyForce Console.Manage staff accounts via Salesforce WebUI and Workbench.Deploy images and manage computers with Microsoft SCCM for PCs and JAMF for Macs.Serve as a member of a dedicated Mac support team (MacOps).

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  Bright Horizons

  • Watertown, MA

  • IT Service Desk Analyst II

    • Dec 2013 - Jan 2016
    • Watertown, MA

    Offer second tier support to Bright Horizons center employees.Provide telephone, remote, and email support to over 600 centers nationwide.Prioritize and resolve service tickets using FootPrints ticketing software.Manage Active Directory domain including provisioning, deprovisioning, and configuration of user accounts.Use Citrix GoToAssist remote desktop software to perform system updates and repairs.Configure CradlePoint wireless routers for center usage.Troubleshoot and resolve network and phone outages with various service vendors.Coordinate with vendors to dispatch on-site network repairs and troubleshooting.Resolve issues with Procare payroll software, including configuring network shares.Manage employee email accounts and distribution lists in Microsoft Exchange Server.

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  The Tech Center

  • Danvers, MA

  • Repair Technician

    • May 2012 - Dec 2013
    • Danvers, MA

    Diagnosed hardware and software issues with consumer electronics, including: Apple iPhones, iPods, iPads, iMacs and MacBooks, Android devices, tablets, cell phones, smartphones, PCs and laptops, and video game consoles.Reinstalled and configured Windows and OSX on PCs and Macs.Used reflow / soldering machine to perform PCB repairs, including SMD (surface-mount devices).Discussed possible repair, pricing options, and additional services with customers.Prioritized and perform repairs based on parts availability and repair time.Ordered parts on an as-needed basis and schedule repairs based on parts delivery.Performed cosmetic upgrades such as custom colored or mirrored iPhone casings.

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  AMD

  • CPU Support Specialist

    • 2009 - 2011

    Provided phone support for AMD and ATI products.Communicated with customers via phone and email to troubleshoot system issues.Built test systems to determine if products were damaged or defective.Offered on-site testing of potentially defective products.Processed RMAs quickly and efficiently.Used SAP software for both call and RMA tracking.Tracked inventory and attended global inventory meetings regarding RMA fulfillment.