Solutions Engineer

• Oct 2022 - Present

System Support Administrator

• Dec 2021 - Sep 2022

Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary. Configure and maintain users in O365 space. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Answer user inquiries regarding computer software or hardware operation to resolve problems. software. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Support users all across the continental US and a few territories in Canada. Provide shipping and return shipment labels Catalog all asset using Asset Tiger software. Create new OI’s for users and team members to follow. Help with different project launches such as new ticketing software, new covid mandate protocols to different site locations, and O365 migration. Show less

East Technology Support Lead

• Aug 2020 - Oct 2021

▪ Handle Tier 1 and Tier 2 help desk service requests through tickets or phone ▪ Ensure that all tickets are reviewed and properly acted upon before end of work day ▪ Execute hardware/software upgrades and repairs as assigned ▪ Follow up on outstanding requests and ensure timely resolution ▪ Ensure that the help desk is physically covered during business hours ▪ Manage and monitor internal assets to ensure accurate inventory records • Oversee the day-to-day operations of the Technical Support Team • Act as a senior agent who will drive customer satisfaction through customer support • Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions • Act as a mentor and provide oversight, coaching, and training to technical support staff • Be the point of contact when it comes to technical escalations • Record and track team SLAs and workflows • Provide support where needed for both internal and external customers. • Clearly communicate escalated issues to Tier 3 and product managers as needed • Manage and report on all incoming technical support inquiries • On-board all new technical support team members • Assist in the creation of the team KPIs as well as monitor and report on results • Be actively involved with the operational delivery and UAT if required for new product and feature releases • Monitor team performance and report on metrics • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner • Work to create any relevant support material for the team • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents • Implement any necessary preventive measures to reduce customer faults and issues • Review all technical support related processes and documentation for continuous improvement • Assist in the creation and implementation of customer self-service material and tools Show less

IT Operations Engineer

• Jul 2018 - Aug 2020

▪ Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. ▪ Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. ▪ Ensure that Help Desk service levels agreements are met for all incidents/requests to which he/she is assigned. ▪ Assist in the development and dissemination of help sheets, usage guides, and FAQ lists for end users. ▪ Take IT Help Desk on call on a rotating basis ▪ Work in partnership with the Information Security Officer, participates in Incident Response Team efforts when a suspected security breach has been reported. ▪ Participates in the design, implementation, and execution of backup and disaster recovery plan for infrastructure solutions. ▪ Ensures end user devices are properly encrypted, and that anti-virus/anti-malware packages are installed and functioning properly. ▪ Make recommendations to improve security and participates in investigations as needed. ▪ Provide and help support an environment of at least 1000 employees ▪ Install numerous types of different hardware that need proprietary software Show less

IT Technician

• Aug 2015 - Jul 2018

▪ Handle network functionality – switches, routers, connectivity ▪ Handle PC replacement schedule and deployment of PC’s ▪ Handle all PC related issues – software, connectivity, performance ▪ Handle troubleshooting efforts for internet connection and phone issues ▪ Create new user accounts, emails, and user accounts for proprietary software ▪ Backup for our mainframe specialist, handle configuration of Client Access for connections to our AS400 ▪ Maintain and support all Barracuda Backups and Web Filter ▪ Implemented use of work-group printers which helped decrease costs related to printing ▪ Handle pricing and purchasing of most all computer and peripheral components and supplies ▪ Troubleshoot VOIP phones and help with phone vendor for advanced support or replacement sets ▪ Provide back up to Radix support for meter reader handheld devices ▪ Implement new helpdesk ticketing system to help with knowledge base and inventory of equipment with in the field ▪ Support and launch new Wi-Fi access points ▪ Support and manage Tripwire and Tenable Nexus scan utilities to analyze security risks in network environment. ▪ Work within PowerShell to modify and manage O365 ▪ Setup new mobile devices – IPad, IPhone and Android ▪ In charge of security door software – GX Protégé ▪ Configured Group Policy to create a secure Windows Infrastructure ▪ Managed and maintained Active Directory ▪ Document and update knowledge base within Spiceworks Show less

Desktop Support Engineer

• Jul 2013 - Aug 2015

▪ Provide and help support an environment of at least 800 employees ▪ Provide support to end users either on phone or on-site ▪ Document all issues and generate reports detailing common problems and error trends ▪ Provided system administration support for Windows system including workstation upgrades, backup and recovery monitoring, user account setup and security administrator ▪ Escalate service questions to the correct departments ▪ Install new desktops, laptops, virtual machines, and network printers ▪ Setup and launch new network printers on DHCP server ▪ Create and manage Windows 7 64 & 32 bit software images ▪ On-call support when needed on rotation ▪ Help with the rollout of over 800 desktops and laptops with Windows 7 to eliminate the environment of Windows XP ▪ Install numerous different types of different hardware that needed proprietary software ▪ Diagnose and repair failed hardware components ▪ Implement and support VOIP phone systems ▪ Roll out new mobile devices – IPad, IPhone and Android ▪ Use Manage Engine to push new security patches or new updates out to remote devices ▪ Encrypt all mobile devices ▪ Managed and serviced HP Thin Clients and Zero Clients Show less

Service Technician

• Sep 2008 - Oct 2009

▪ Service and Calibration of Ateq products returned from customers ▪ Answer service related phone calls from customers ▪ Troubleshoot over the phone as needed to prevent travel cost or possible return of Ateq unit ▪ Assist sales staff with testing and applications evaluations ▪ On-site service with customers as needed ▪ Trained customers on how to service and calibrate Ateq units ▪ Managed day to day task of a small office ▪ Service and Calibration of Ateq products returned from customers ▪ Answer service related phone calls from customers ▪ Troubleshoot over the phone as needed to prevent travel cost or possible return of Ateq unit ▪ Assist sales staff with testing and applications evaluations ▪ On-site service with customers as needed ▪ Trained customers on how to service and calibrate Ateq units ▪ Managed day to day task of a small office

Assistant Manager

• Aug 2006 - Nov 2008

▪ Hired, trained and supervised up to 15 employees ▪ Created new marketing ideas for store promotion ▪ Generated and evaluated reports related to labor costs, sales and inventory ▪ Managed closing procedures including reconciliation and balancing end of day monies and deposits ▪ Managed opening procedures including scheduling, food prep and cash on hand ▪ Attended weekly team meetings to deliver updates on accomplishments and local area store news ▪ Participated in, and helped organize community events with local churches and schools. Sponsored concerts and bike rallies for charities such as Autism Awareness Show less