Experience

• 

  Eagle Alliance

  • United States
  • Information Technology & Services
  • 100 - 200 Employee

  • Technician Senior Associate

    • Mar 2016 - Present

    • Interfaces with the end users to resolve complex problems concerning system function which have been escalated through a problem ticket process. Assesses diagnostic information and determines alternative courses of action. Recommends and implements process changes. • Coordinates and/or conducts install, move, add and change activities based for complex activities including integrated equipment and systems. Creates plan to implement changes and work with appropriate parties to ensure implementation is meeting expected timeframes, service level agreements and other criteria. Measures, maintains and documents team performance in relation to established goals, time frames and service levels. Revises plans as necessary. •Provides technical services in support of project work; works with project teams to develop, engineer and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines and procedures. • Provides guidance and training to client population on system and products to eliminate recurring errors for systems/products. Escalates issues or concerns as appropriate. Recommends changes to procedures and processes; implements as approved. •Maintains currency regarding technological, process and/or other advances, specifically in the line of service, to ensure team performance and to achieve team objectives. •Creates and maintains systems software and hardware documentation and assesses system information where appropriate. •Provides leadership and work guidance to less experienced personnel.

  • Technician Senior Associate

    • Mar 2016 - Present

• 

  Sylvan Learning Centers

  • Technical Project Coordinator

    • 2012 - 2013

    Deployment Coordinator:• Provisioned and shipped hundreds of franchisee infrastructure kits, including HP ML110 and ML310 series servers, Juniper routers, and Juniper access points • Quality assurance tested all equipment shipped to remote facilities • Coordinated with 3rd party technician dispat...

• 

  TASS

  • Senior Technician

    • Jun 2000 - Aug 2012

    • Provided IT support for clients on a case by case basis • Ran cables, including sites with over 80 network drops• Install new network equipment• Creative input for rebranding effort • Collected inventory data for new and prospective clients• Project Management of client engagements• Conduct sit...