Sr. IT Support Analyst

• Oct 2022 - Present

Assistant Manager, IT Support

• Apr 2019 - Sep 2022

Main IT duties are all-encompassing supporting the corporate offices at [24]7.ai. This includes user account management via Okta SSO Identity Cloud. Additional account administration is done via Active Directory, and O365 Admin. Virtual server environment is managed via Nutanix while backups are maintained on our Rubrik nodes. Assist network and server teams with maintenance and upgrades on a quarterly basis. Program management oversight with internal team and vendors to work on business-critical projects. Saved the company $150K/yearly decommissioning redundant SaaS applications in the environment. Manage and mentor direct reports and past employees to help them realize and achieve their goals as they navigate the IT industry. Maintain and utilize communications via company emails and updating Confluence knowledge bases. Additionally, I work with vendors to consistently explore emerging technologies, and reevaluate our current business applications and relationships. Engage AP, finance, and procurement to negotiate and order hardware and software for the corporate team as needed. Hold weekly new hire trainings and assist with guiding the new employees to key resources for transparent day 1 success. Show less

IT Senior Support Engineer

• Dec 2017 - Apr 2019

Tier three support handling all escalated matters dealing with hardware, software, infrastructure, identity management, mobile device management, projects, procurement, and cyber security. Managing mixed environment of on-prem and virtualized servers. Focus on Nutanix's ahv hypervisor for all VM's. Designing, implementing, and deploying Rubrik Cloud-based data management running on a hybrid cloud environment.

Windows Level 2 Administrator / Principle Consultant

• Mar 2016 - Jan 2018

I oversee provisioning of the internal Windows Server system infrastructure on a global scale, with 10,000 servers. I schedule and manage ongoing maintenance based on established guidance and standards, document various systems and working processes, and solve complex support problems, escalating issues to external vendors, if needed. I am responsible for all forms of user account administration, folder / system permissions while adhering to strict SLA, KPI, and industry regulations.

Citrix Level 2 Administrator / Principle Consultant

• Sep 2015 - Mar 2016

I provided technical leadership for supporting 80% of Citrix infrastructure to company, effectively coordinating 30 farms as well as 10,000 virtual and physical servers across 5 Active Directory (AD) root forests with over 40 child domains. I installed, configured, administered, and monitored environment. I managed SSL certifications and change requests implementations.

Infrastructure Support Specialist / Principal Consultant

• Nov 2012 - Sep 2015

I was responsible for providing 2/3rd line support for all site servers and network infrastructure to 1200 GE Software clients, both on-site and online, ensuring high systems availability and positive impact on achievements around business goals. I held full accountability for $900K budget, managing procurement of IT infrastructure and maintaining inventory on site. I secured implementation of global and local IT standards. I was involved in project work to facilitate business and information systems projects. I troubleshot system and network problems, diagnosed and solved hardware and software incidents, and problems in timely and accurate manner. Show less

Deskside Support Lead

• Dec 2006 - Nov 2012

I supported 400 end-users on all devices, including desktops, laptops, servers, printers, PDAs. I acted as single point of contact across GE Energy, ensuring KPIs and SLAs requirements were met, and reporting on performance to senior management. I supported 400 end-users on all devices, including desktops, laptops, servers, printers, PDAs. I acted as single point of contact across GE Energy, ensuring KPIs and SLAs requirements were met, and reporting on performance to senior management.