Experience

• 

  Walmart Global Tech

  • United States
  • Software Development
  • 700 & Above Employee

  • Systems & Infrastructure Engineer III

    • Apr 2023 - Present

    - Led a team of 10 engineers, providing training and ensuring high performance.- Directed the videoconference room RMM proof of concept, scaling to 4,000 rooms with automated checks and self-healing, eliminating vendor maintenance costs.- Simplified hardware deployments for Zoom Rooms, Poly Lens rooms, and Crestron XIO, reducing manual tasks by 50%.- Increased conference room technology reliability to 95% through timely issue resolution.- Achieved a Jira CSAT score of 99%, the highest among all teams.- Achieved 100% alerting capability through RMM for real-time monitoring and response.- Onboarded 5 new engineers across international locations, fostering collaboration.- Developed a robust RMM platform with automation, self-healing, and vendor collaboration.- Deployed 8 on-prem servers to support the RMM platform, driving continuous improvement.- Influenced driver enhancements for RMM through vendor collaboration.- Secured architecture board approval for the RMM platform.- Ensured security and compliance by meeting SSP/APM requirements and implementing training and change management plans.- Streamlined the onboarding process for international team members on RMM, focusing on customization and data-driven insights.

  • Systems Engineer II

    • Nov 2021 - Apr 2023

    - Established and led the division's first job shadowing program focused on proactive endpoint vulnerability remediation; adopted by other teams within Global Business Services (GBS).- Took ownership of Disaster Recovery (DR) and Business Continuity planning, establishing quarterly DR exercises and creating a comprehensive DR Plan for In-Room Experience products.- Collaborated with Infosec to complete the .1x project, ensuring 100% endpoint compliance and forming a strong partnership for quicker issue resolution.- Maintained vigilance on vulnerabilities, ensuring proactive remediation and rarely listing In-Room Experience products as vulnerable due to timely software and firmware upgrades.- Resolved over 500 unexpected vulnerabilities in Crestron systems within a day, working closely with stakeholders.- Enhanced technological infrastructure by adding 800+ room devices to the store environment as part of a complex Academy project.- Migrated 800 GeC endpoints to HO VCS, decommissioning the obsolete GeC VCS infrastructure.- Coordinated with Regional Vice President (RVP) sites to install and configure new Poly units, replacing existing Cisco units.- Led the decommissioning of 1,500 Cisco units replaced by Poly, establishing streamlined team processes.- Directed the decommissioning of Cisco Proximity, coordinating with four different Global Tech teams, earning recognition from the Privacy and Compliance SVP.- Built strong working relationships with ADE Client, Mac teams, and international tech teams to ensure seamless operations.- Introduced the Video Mute feature to Cisco devices to align with Poly's functionality.- Led digital signage projects for Zoom Rooms, maintaining accuracy and consistency despite last-minute customer changes.- Initiated and managed the Disaster Recovery Plan for In-Room Experience products, inspiring similar initiatives across other teams.

  • Systems Engineer

    • Jun 2018 - Nov 2021

    - Led multiple high-level projects typically managed by more senior roles, demonstrating exceptional project management and leadership skills.- Achieved a 30% reduction in incidents through proactive issue resolution and system improvements.- Standardized hardware for meeting experiences, reducing installation costs through strategic in-sourcing.- Successfully erased video tech debt and implemented a cloud-first strategy, reducing technical debt by 50%.- Achieved a 100% reduction of end-of-life infrastructure and a 25% reduction in on-premises infrastructure, upgrading 400 endpoints.- Grew Zoom Net Promoter Score (NPS) by 20% and increased conference room customer satisfaction (CSAT) by 10%.- Delivered over 20 associate-requested features and increased video-capable rooms by 25% with 600 endpoint upgrades.- Upgraded 1800 fully-featured meeting spaces and deployed Zoom to 100% of US retail associates.- Reduced costs through pro/basic license automation while supporting approximately 20% growth in services.- Ensured 100% monitoring and alerting of infrastructure to mitigate video collaboration risks.- Set minimum client version globally for Zoom, retiring five legacy variations across multiple platforms (PC, Mac, Linux, Mobile).- Managed the packaging and rollout of a major security client upgrade to 230,000+ users.

  • Systems Programmer

    • Nov 2017 - Jun 2018

    - Led quarterly customer feedback initiatives and modernized 500 voice and video endpoints.- Standardized conference room touch panel interfaces in 90% of domestic integrated and non-integrated rooms.- Enhanced 20% of domestic meeting spaces with new wireless presentation technology and upgraded 60% of US voice and video infrastructure.- Reduced end-of-life equipment in voice and video infrastructure by 60%.- Assisted in the rollout of new proximity technology to the UK and Mexico.- Installed Quick Dial interfaces in 90% of compatible domestic conference rooms.- Enabled 50% of products with self-service or self-help capabilities.- Implemented four user self-help applications, including the development of a chatbot for customer queries.

  • Systems Administrator

    • May 2017 - Nov 2017

    - Developed and conducted training programs for L1, L2, and Officer Support teams, significantly improving their ability to resolve support issues.- Collaborated with senior team members to develop effective solutions for recurring support issues, enhancing operational stability.- Created a baseline for product awareness and adoption, achieving a 15% reduction in L3 calls by Q3 and modernizing 20% of communication and collaboration infrastructure by year-end.- Conducted monthly training sessions for incoming L2 technicians, quarterly reviews of L1/L2 documentation, and provided international L1/L2 support and global video updates.

• 

  US Army

  • Signal Support Systems Specialist

    • Sep 2007 - Jun 2016

    - Trained personnel on the operation and maintenance of communication systems, ensuring high operational readiness.- Supervised communications operations, maintaining optimal functionality of systems and equipment.- Mentored and developed subordinates, boosting morale and adherence to policies.- Managed the inventory, installation, operation, and troubleshooting of communication equipment, ensuring operational integrity.- Led quick response teams, providing reliable communications support in various regions.- Ensured secure transmission of sensitive information by administering Communication Security (COMSEC) protocols.- Enhanced situational awareness by maintaining and operating advanced communication systems.- Coordinated successful conferences and virtual meetings in a combat zone, including the first-ever live broadcast by a President, ensuring seamless communication for the President, State Department, and command decisions.- Developed and implemented standard operating procedures, increasing productivity.- Acted as a liaison for international communications, ensuring reliable and secure operations during high-profile events.- Implemented strategies to reduce technical debt and modernize communication infrastructure.- Supervised junior specialists, enhancing their technical skills and operational efficiency.- Developed and executed communication plans, ensuring seamless coordination during operations.- Managed the installation, operation, and maintenance of communication systems, ensuring reliability.- Led IT migrations and transitions, ensuring smooth and timely implementation with minimal disruption.- Achieved significant reductions in incidents and improved system performance through proactive management and improvements.