Site Reliability Engineer

• Dec 2021 - Present

Sr. IT Analyst | IT Operations

• Nov 2019 - Dec 2021

Remote Support Specialist II

• Jan 2014 - Nov 2019

• Facilitate and support 100,000 plus student body, faculty, and staff with IT-related issues.• Work with tickets submitted by students, faculty, and staff to resolve issues. • Research and troubleshoot system errors. • Manage adhoc systemic requests involving troubleshooting hardware/software issues. • Resolve technical problems with LAN/WAN systems. • Manage accounts, group and license permission. • Triage tickets, respond to incident and mitigate threats.• Create and review Knowledge Base articles according to ITIL standard. • Work with cross-functional teams including: System and Network Operations, VoIP, Engineers, App Developer and other IT teams to deliver solution to our customers. Show less

IT Support Specialist I

• Jan 2014 - May 2015

Research and resolve user-reported technical issues with university portal, remote Blackboard and classroom-related technology issues. Open, prioritize, document and close trouble tickets upon resolution. Troubleshoot issues with computer, browser and software usage. Manage user account and login information via Active Directory, customer relationship management (CRM) software and database programs. Compile, maintain and report technical support and computer-usage records. - Consistently met all service level agreements (SLA) by rapidly and efficiently resolving reported issues. Show less

Network Tech support Rep

• Mar 2011 - Mar 2014

Delivered support for business and residential cable / DSL Internet, and video / voice services, including hybrid fiber coaxial (HFC), wireline and wireless (802.11). Collaborate daily with cross-functional teams, including representatives from network operating center (NOC), sales, field support and network engineer departments. Demonstrated capacity for adapting rapidly to new technical environments and delivering skillful, timely issue resolution. Delivered support for business and residential cable / DSL Internet, and video / voice services, including hybrid fiber coaxial (HFC), wireline and wireless (802.11). Collaborate daily with cross-functional teams, including representatives from network operating center (NOC), sales, field support and network engineer departments. Demonstrated capacity for adapting rapidly to new technical environments and delivering skillful, timely issue resolution.

CDP (Child Development Program) Correspondent Agent

• May 2010 - Aug 2010

Establish correspondence between children and sponsors. Translating from English to French and vice versa Assist project's director making plans and collect data for future project. Host children activities at the schools and orphanages across the metropolitan area. Tours with visitors Establish correspondence between children and sponsors. Translating from English to French and vice versa Assist project's director making plans and collect data for future project. Host children activities at the schools and orphanages across the metropolitan area. Tours with visitors

Field Supervisor

• Jul 2005 - Oct 2006

Managed project entailing planting of mango trees and coordinating of soil conservation for 48+ acres of land in Léogâne, Haiti. Supervised 12 groups with 16 members each. Formulated work schedules and weekly plans. Recruited and trained new team members. Prepared bi-weekly payroll for 190+ workers. Conducted negotiations with landowners. Instrumental in ensuring optimal work environment and that all responsibilities were completed efficiently and on time. Managed project entailing planting of mango trees and coordinating of soil conservation for 48+ acres of land in Léogâne, Haiti. Supervised 12 groups with 16 members each. Formulated work schedules and weekly plans. Recruited and trained new team members. Prepared bi-weekly payroll for 190+ workers. Conducted negotiations with landowners. Instrumental in ensuring optimal work environment and that all responsibilities were completed efficiently and on time.