Senior Support Specialist

• Dec 2021 - Present

Managed Services – Senior Systems Engineer

• Mar 2016 - Nov 2021

• Establish, configure, test and maintain operating systems, application software and system management tools • Planned, design and implement Veeam Backup Solutions including High Availability Console, Cloud Connect, Replication, Backup and Recovery • Deliver technical services, problem-solving, analytical and corrective resolutions to client requests/onboarding; monitor alerts and manage project requirements. • Diagnose and resolve Server, Network, Application, Internet, Security, Firewall issues, and document resolutions and update knowledge base. • Responsible for all aspects of maintaining configuring, and sustaining the Cisco Unified Communications environment (VOIP, Video, IM, Webex, Contact Center). • Planned, design and implement Nutanix Hyper-converge solution running VMWare Hypervisor & Nutanix Acropolis Hypervisor (AHV). • Provides clients and account managers with technical product advice and demonstration support during pre-sales discussions • Design and implement Remote Desktop Services including RD Web Access, Gateway, Licensing, Connection Broker and Session Host • Design, plan and implement Active Directory Infrastructure including Site Topology, DNS, DHCP, Group Policy, DFS Replication and Name Space. • Managed and supported Virtual Desktop Environments such as Azure WVD, RDS, Citrix XenApp/XenDesktop and VMWare VDI • Planned and implemented VMWare infrastructure including configuring Storage (Tintri, VNXe, Dell Compellent, Synology and Fujitsu) on multiple vendor hardware (Cisco UC, HP, Dell and Fujitsu) Show less

Service Desk Analyst

• Oct 2015 - Mar 2016

• Tier III support with in-depth knowledge of desktop/application troubleshooting. • Perform accurate incident classification and categorization of reported incidents in the Service Desk ticketing system. • Advanced troubleshooting of Citrix, Windows 7, Microsoft Office and Apple products • Proactively determine fixes, document accordingly and effectively communicate the solutions to the appropriate support teams and team members. • Install and configure desktop software utilizing remote tools. Show less

Level 2 Help Desk Account Manager

• Mar 2014 - Oct 2015

• Responsible for level 2 support for all clientele. • Oversee new installations and service calls remotely. • Manage 10 high end help desk clients. • Provide support for database and reporting team. • Network support for both virtual & physical environments. • Report bugs discovered by helpdesk to development team when encountered. • Increased overall KPI for customer ticket system by 22%. • Responsible for level 2 support for all clientele. • Oversee new installations and service calls remotely. • Manage 10 high end help desk clients. • Provide support for database and reporting team. • Network support for both virtual & physical environments. • Report bugs discovered by helpdesk to development team when encountered. • Increased overall KPI for customer ticket system by 22%.

Cellular QA Tester

• Jul 2013 - Feb 2014

• Verified functionality and performance of CDMA/GSM technology. • Identified crucial bugs/defects before new product rollouts. • Tested new firmware/software upgrades. • Implemented new testing approach for QA team to increase efficiency. • Collaborated with development team to present new features for products. • Verified functionality and performance of CDMA/GSM technology. • Identified crucial bugs/defects before new product rollouts. • Tested new firmware/software upgrades. • Implemented new testing approach for QA team to increase efficiency. • Collaborated with development team to present new features for products.

Tier 2 Technical Support

• Jun 2012 - Jul 2013

• Handled call queue management and distribution of work load between tiers. • Organized detailed documentation for customer online knowledge base. • Assessed customer’s issues over phone to support computers, networks and VOIP devices. • Assisted tier 3 to assure escalation protocols and KPI’s were always met. • Handled call queue management and distribution of work load between tiers. • Organized detailed documentation for customer online knowledge base. • Assessed customer’s issues over phone to support computers, networks and VOIP devices. • Assisted tier 3 to assure escalation protocols and KPI’s were always met.