Cloud Engineering Manager

• Aug 2022 - Present

Cloud Support Engineer Supervisor

• Aug 2021 - Aug 2022

Cloud Operations Engineer

• May 2020 - Aug 2021

Senior Information Technology Support Engineer

• Mar 2019 - May 2019

Configure, troubleshoot, upgrade and maintain all core hardware equipment and software components. (Monitors, Desktops, Laptops, Printers, Scanners, Windows, Office). Manage stock of devices being removed from the environment, as well as track and maintain property control of newly deployed devices into medical offices and critical hospital areas. Responsible for physical setup and configuration of new office moves, as well as mentor and train peers. Upgrade machines to Windows 10 and provide… Show more Configure, troubleshoot, upgrade and maintain all core hardware equipment and software components. (Monitors, Desktops, Laptops, Printers, Scanners, Windows, Office). Manage stock of devices being removed from the environment, as well as track and maintain property control of newly deployed devices into medical offices and critical hospital areas. Responsible for physical setup and configuration of new office moves, as well as mentor and train peers. Upgrade machines to Windows 10 and provide all end user support. Reimage devices with Landesk and SCCM. Fulfill software requests via SCCM and physical deskside support. Maintain proper updates and patches for all software in the user environment. Show less Configure, troubleshoot, upgrade and maintain all core hardware equipment and software components. (Monitors, Desktops, Laptops, Printers, Scanners, Windows, Office). Manage stock of devices being removed from the environment, as well as track and maintain property control of newly deployed devices into medical offices and critical hospital areas. Responsible for physical setup and configuration of new office moves, as well as mentor and train peers. Upgrade machines to Windows 10 and provide… Show more Configure, troubleshoot, upgrade and maintain all core hardware equipment and software components. (Monitors, Desktops, Laptops, Printers, Scanners, Windows, Office). Manage stock of devices being removed from the environment, as well as track and maintain property control of newly deployed devices into medical offices and critical hospital areas. Responsible for physical setup and configuration of new office moves, as well as mentor and train peers. Upgrade machines to Windows 10 and provide all end user support. Reimage devices with Landesk and SCCM. Fulfill software requests via SCCM and physical deskside support. Maintain proper updates and patches for all software in the user environment. Show less

Windows 10 Refresh Engineer \ Information Technology Support Engineer

• Jul 2018 - Nov 2018

Responsible for migrating and upgrading user machines from Windows 7 to Windows 10. Utilize remote migration tools (mstsc, msra, VNC) to ensure all user content is backed up properly prior to reimage. Monitor reimage progress and address any issues that prevent a successful upgrade or impact to end users. Ensure all user content is properly restored after reimage. Primary contact for all end user support needs of Windows 10, including new printer setup, map network drives, third party… Show more Responsible for migrating and upgrading user machines from Windows 7 to Windows 10. Utilize remote migration tools (mstsc, msra, VNC) to ensure all user content is backed up properly prior to reimage. Monitor reimage progress and address any issues that prevent a successful upgrade or impact to end users. Ensure all user content is properly restored after reimage. Primary contact for all end user support needs of Windows 10, including new printer setup, map network drives, third party software, and general troubleshooting. Maintain high awareness of end user schedule needs to meet migration deadlines on time with minimal impact on production. Adhere to all legal and security protocols within financial environment to ensure all content and access is handled properly. Show less Responsible for migrating and upgrading user machines from Windows 7 to Windows 10. Utilize remote migration tools (mstsc, msra, VNC) to ensure all user content is backed up properly prior to reimage. Monitor reimage progress and address any issues that prevent a successful upgrade or impact to end users. Ensure all user content is properly restored after reimage. Primary contact for all end user support needs of Windows 10, including new printer setup, map network drives, third party… Show more Responsible for migrating and upgrading user machines from Windows 7 to Windows 10. Utilize remote migration tools (mstsc, msra, VNC) to ensure all user content is backed up properly prior to reimage. Monitor reimage progress and address any issues that prevent a successful upgrade or impact to end users. Ensure all user content is properly restored after reimage. Primary contact for all end user support needs of Windows 10, including new printer setup, map network drives, third party software, and general troubleshooting. Maintain high awareness of end user schedule needs to meet migration deadlines on time with minimal impact on production. Adhere to all legal and security protocols within financial environment to ensure all content and access is handled properly. Show less

Information Technology Specialist \ Epic support tech \ Inventory control \ Team lead

• Oct 2017 - Jun 2018

Configured and deployed various hardware for Epic support in healthcare environment, including workstations, monitors, medical scanners and printers. Configured down time workstations for use in critical loss of power events. Responded to trouble tickets for break\fix situations and corrected any issues at assigned hospitals. Responsible for inventory control and tracking new equipment being deployed, as well as replaced equipment being decommissioned. Responsible for leading teams on… Show more Configured and deployed various hardware for Epic support in healthcare environment, including workstations, monitors, medical scanners and printers. Configured down time workstations for use in critical loss of power events. Responded to trouble tickets for break\fix situations and corrected any issues at assigned hospitals. Responsible for inventory control and tracking new equipment being deployed, as well as replaced equipment being decommissioned. Responsible for leading teams on deployments to ensure all equipment is put into the environments correctly and safely. Monitored ticketing system for updates and ensured issues were resolved properly and within SLA. Maintained a critical level of concern and adherence for patient care and safety in all situations. Show less Configured and deployed various hardware for Epic support in healthcare environment, including workstations, monitors, medical scanners and printers. Configured down time workstations for use in critical loss of power events. Responded to trouble tickets for break\fix situations and corrected any issues at assigned hospitals. Responsible for inventory control and tracking new equipment being deployed, as well as replaced equipment being decommissioned. Responsible for leading teams on… Show more Configured and deployed various hardware for Epic support in healthcare environment, including workstations, monitors, medical scanners and printers. Configured down time workstations for use in critical loss of power events. Responded to trouble tickets for break\fix situations and corrected any issues at assigned hospitals. Responsible for inventory control and tracking new equipment being deployed, as well as replaced equipment being decommissioned. Responsible for leading teams on deployments to ensure all equipment is put into the environments correctly and safely. Monitored ticketing system for updates and ensured issues were resolved properly and within SLA. Maintained a critical level of concern and adherence for patient care and safety in all situations. Show less

Technical Service Center Analyst

• Aug 2014 - Sep 2017

Utilized Remote Desktop software (mstsc and msra) for remote support of all internal users technology troubleshooting and resolution needs. Including all aspects of Microsoft products and Internet connectivity and functionality. Remotely configured and installed various pieces of software. Provided support for user security by utilizing Active Directory and Membership Roles within the environment. Contributed knowledge and feedback for department processes and procedures. Developed various… Show more Utilized Remote Desktop software (mstsc and msra) for remote support of all internal users technology troubleshooting and resolution needs. Including all aspects of Microsoft products and Internet connectivity and functionality. Remotely configured and installed various pieces of software. Provided support for user security by utilizing Active Directory and Membership Roles within the environment. Contributed knowledge and feedback for department processes and procedures. Developed various automated tools and scripts for department use to streamline processes and maintain SLA goals. Show less Utilized Remote Desktop software (mstsc and msra) for remote support of all internal users technology troubleshooting and resolution needs. Including all aspects of Microsoft products and Internet connectivity and functionality. Remotely configured and installed various pieces of software. Provided support for user security by utilizing Active Directory and Membership Roles within the environment. Contributed knowledge and feedback for department processes and procedures. Developed various… Show more Utilized Remote Desktop software (mstsc and msra) for remote support of all internal users technology troubleshooting and resolution needs. Including all aspects of Microsoft products and Internet connectivity and functionality. Remotely configured and installed various pieces of software. Provided support for user security by utilizing Active Directory and Membership Roles within the environment. Contributed knowledge and feedback for department processes and procedures. Developed various automated tools and scripts for department use to streamline processes and maintain SLA goals. Show less

IT Service Desk Analyst

• Mar 2014 - Jul 2014

Responsible for Tier 1/Tier 2 technical support of core clients. Manage client contact via phone, email and web tickets. Utilize remote technologies to assist clients with hardware and software issues. Manage multiple client environment's Active Directory with password issues, account locks and drive mapping. Adhere to escalation matrix to provide timely escalation and resolution for all client issues. Maintain strict documentation standards for clients and teams. Responsible for Tier 1/Tier 2 technical support of core clients. Manage client contact via phone, email and web tickets. Utilize remote technologies to assist clients with hardware and software issues. Manage multiple client environment's Active Directory with password issues, account locks and drive mapping. Adhere to escalation matrix to provide timely escalation and resolution for all client issues. Maintain strict documentation standards for clients and teams.

Incident Analyst

• Dec 2010 - Jul 2013

Responsible for Tier 1/Tier 2 Customer Support of Global Network and Hosting clients. Managed inbound client calls and emails. Leveraged knowledge of network functionality and internal diagnostic tools to determine best solution for the most immediate resolution. Facilitated standards and maintained escalation intervals in order to provide the quickest time to resolution within stringent SLAs. Provide concise and detailed documentation of client issues for all teams to follow and… Show more Responsible for Tier 1/Tier 2 Customer Support of Global Network and Hosting clients. Managed inbound client calls and emails. Leveraged knowledge of network functionality and internal diagnostic tools to determine best solution for the most immediate resolution. Facilitated standards and maintained escalation intervals in order to provide the quickest time to resolution within stringent SLAs. Provide concise and detailed documentation of client issues for all teams to follow and troubleshoot. Ensure all ongoing issues are correctly escalated and actively being worked toward resolution. Show less Responsible for Tier 1/Tier 2 Customer Support of Global Network and Hosting clients. Managed inbound client calls and emails. Leveraged knowledge of network functionality and internal diagnostic tools to determine best solution for the most immediate resolution. Facilitated standards and maintained escalation intervals in order to provide the quickest time to resolution within stringent SLAs. Provide concise and detailed documentation of client issues for all teams to follow and… Show more Responsible for Tier 1/Tier 2 Customer Support of Global Network and Hosting clients. Managed inbound client calls and emails. Leveraged knowledge of network functionality and internal diagnostic tools to determine best solution for the most immediate resolution. Facilitated standards and maintained escalation intervals in order to provide the quickest time to resolution within stringent SLAs. Provide concise and detailed documentation of client issues for all teams to follow and troubleshoot. Ensure all ongoing issues are correctly escalated and actively being worked toward resolution. Show less