Experience

ASA Computers

• United States
• Information Technology & Services
• 1 - 100 Employee

• Customer Service Engineer

  • Jul 2019 - Present



Redapt, Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Data Center Technician Tier 2

  • Aug 2018 - Jul 2019

  • Ensured that customers hardware orders completed the entire production process (rack and stack, cabling, test, quality control) and shipped at the promised dates set by our executive sales team • Implemented more effective RMA test procedures (Memtest86, Lifecycle, SG3 tools, etc.) • Contributed to an increase in production output, surpassing the expectations of peers and management • Manually test CPU, memory and drive stability on all servers deployed by Redapt • Test and RMA processing on Dell, IX Systems and Intel servers and all associated peripherals • Basic configuration of network switches based on customer specifications • Basic configuration of Power Distribution Units based on customer specifications • Provided on-site integration services and technical support for customers across multiple locations • Ensure peers follow proper component handling and RMA procedures when handling customer OEM devices



SoftLayer, an IBM Company

• IT Services and IT Consulting
• 300 - 400 Employee

• Data Center Technician, Shift Lead

  • Feb 2013 - Jul 2018

  • Ensuring hardware provision transactions complete within the established SLA • Ensuring that customer facing tickets with hardware related issues are completed in a timely matter while maintaining best practices • Coordinating with other departments within IBM Cloud on customer facing issues to ensure the customers issue is resolved quickly and correctly • Working and coordinating with IBM Cloud network engineers on special projects and network device maintenance / replacements • Supervising data center operations employees during regular business hours (Day Shift) • Delegating workflow tasks and coaching data center employees on customer service best practices