Director of Technology

• Jan 2016 - Present

Lead Support Engineer

• Nov 2014 - Jan 2016

Escalations Analyst III / Priority Team

• Jan 2014 - Nov 2014

Provide management and issue resolution for items elevated to the highest level of supportManage and execute VIP client and partner requestsContain virus outbreaks and triage network functionalityResolve critical network outagesExecute disk expansions in VMware and Hyper-V environmentsManage switching and create VLANsConfigure and monitor firewalls (web filtering, policies, and failover)Manage server disk space alerts, Exchange server whitespace, and offline defragmentation Show less

Response Team Lead

• Jul 2013 - Dec 2013

Managed team of Escalations II AnalystsMonitored and scheduled new ticketsHandled client communicationConducted ticket quality check and established final resolution

Escalations Analyst II

• Jul 2012 - Jun 2013

Provided support to (remote, onsite) Lloyd clientsInstalled network printers and deployed new workstationsPerformed data migrations between workstationsAssisted clients with VPN connectivity issuesConducted Mac OS X upgrades and Mac peripheralsManaged BlackBerry Enterprise Servers and user devicesExported and archived disabled user mailboxes

Field Service Engineer II

• Mar 2011 - Jul 2012

On-site support in installing, upgrading, and maintaining hardware and softwareCollaboration with service desk personnel and other field techniciansServer and Exchange migrations, and Dealer Management System roll outs and upgradesTraining of newly hired regional field techniciansCustomer consultation, visitation and relationship managementInstallation and assistance in configuration of Cisco products (Switches, Routers, WirelessAccess Points, ASA’s, IP and wireless phones)Deployment and maintenance of body shop and parts software and hardware, VPN access,Security Cameras/Alarm Systems, Blackberry, iPhone, and Android phone setup andtroubleshooting, Cabling (creating, punching, tracing), ISP cutovers, A/V hook ups) Show less

Desktop Support II

• Oct 2010 - Mar 2011

Technical assistance to computer system usersOn-site and off-site computer issue resolutionAssistance with issues of computer hardware and software (printing, installation, wordprocessing, electronic mail, and operating systems)

Computer Technician

• Sep 2009 - Oct 2010

Troubleshooting on-site issues and walk ins Removal of virus, spyware or malware infecting PCs Cloning hard drives using Acronis 2009 and Ghost 2003 Replacement of internal mechanisms in laptops or desktops (hard drives, memory, PC or AGP cards, screens, and keyboards) Workstation set-up on wired and wireless networks Computer optimization via disabling unnecessary startup items and fixing registry issues Troubleshooting Microsoft Exchange issues (spam filtering, importing and exporting PST files, and address book recovery) Custom building PCs for customers and fresh installs with data backup using Ycopy Show less

Help Desk Technician I

• Sep 2008 - Jan 2009

Technical/network end-user support and assistance with Microsoft Office 2003/2007, Outlook, and Adobe Acrobat issues Resolution of issues related to workstation operating system, user login, network connectivity, and application errors Maintenance and creation of inventory documentation Creation and support of workstation network configurations Technical/network end-user support and assistance with Microsoft Office 2003/2007, Outlook, and Adobe Acrobat issues Resolution of issues related to workstation operating system, user login, network connectivity, and application errors Maintenance and creation of inventory documentation Creation and support of workstation network configurations

Operations Manager

• Feb 2007 - Sep 2008

Supervisory responsibilities in merchant processing and installationManaging troubleshooting and providing customer serviceLeading new merchants through implementation processesIncreasing of annual installations by approximately 10%

Head Installer

• Oct 2003 - Jan 2007

Installation of new processing equipment and reprogramming existing hardwareEducating merchants on proper equipment usageHanding on-site customer service callsTraining all newly hired installers