KEVIN IWANAGA

ad1ove@r.postjobfree.com

The Title Girl

IT Support / Customer Support Analyst

August 2022 – December 2023

●Lead client engagement initiatives.

●Support clients as they transition from sales prospects to active users in our proprietary software.

●Implementation and integration of software to clients’ systems, implement training process and procedure, and on-going client support.

●Daily interaction with the development team to ensure all technology is operating as designed through beta testing, data analytics, and hands-on work with the application.

●Create the process, procedures, and best practices for our client technology support.

●Product technology troubleshooting and resolution.

●Define product vision and communicate to the Development team.

●SaaS and backlog management.

Environment: O365, MS Teams, Zoom, Adobe Creative Cloud, Slack, Zendesk, Jira, Active Directory, Citrix, SharePoint, ConnectWise, BitLocker, ClickUp, Dynamic 365, Sales Professional, Lenovo, & OneDrive.

Olive AI

Technical Architect

October 2020 - August 2022

●Set up and implemented the Olive Helps platform.

●Served as the platform subject matter expert providing technical guidance and solutions.

●Collaborated with the Engineering team to scope technical projects, report bugs, and request enhancements.

●Performed technical platform configuration to meet client requirements.

●Setup B2B VPNs, FTP Servers, and AWS instances.

●Troubleshooted client-reported issues.

●Delivered program metrics and measures.

●Effectively partner and communicate with senior management & engineering on program strategies, and decisions.

●Applied knowledge and standard methodologies to influence & lead strategy and design.

●Collaborated across teams to implement the required applications, communication, and training needed to deliver the product.

Environment: O365, Zoom, AWS, Adobe Creative Cloud, Slack, WebEx, Box, ServiceNow, Jira, Confluence, SharePoint, BitLocker, & File Vault.

Terralogic Solutions Inc. MSP

Senior Support Engineer

September 2018 - September 2020

● Onsite support for companies Little Passports, Sienna Group, & Open Silicon.

● Remote support for clients in Utah, Washington, Arizona, and Texas.

● Responded to telephone calls, emails, & ticket requests for technical support.

● Imaging, configuration, & troubleshooting of software & hardware for MacOS & Windows.

● Track client tickets in ServiceNow, Zendesk, & Remedy.

● Administer O365 & G Suite accounts.

● Support for iOS and Android devices.

● Purchased hardware and software for clients when needed.

● On call support.

Environment: O365, G Suite, Cisco WebEx, Zoom, Adobe Creative Cloud, Jabber, Cisco Any Connect, Slack, WebEx, Box, Drop Box, ServiceNow, Remedy, Commit CRM, Zendesk, Jira, Confluence, Active Directory, Citrix, SharePoint, ConnectWise, VMWare, vSphere Client, AirWatch Admin, AirWatch MDM, BackBlaze, BitLocker, & File Vault.

SnapLogic Inc.

IT Operations Manager

July 2014 – September 2018

●Managed all purchasing accounts.

●Responsible for creating and maintaining processes and procedures.

●Managed Inventory and distribution of all company Hardware.

●Managed all network operations and Security management (Cisco ASA 5520 firewall).

●Administered Zendesk ticketing system and Google Apps accounts.

●Managed AWS EC2 accounts and creations of servers.

●Implemented and maintained 8X8 VOIP phone system.

●Worked with iMac, MacBook Pro, and MacBook Air Products.

Environment: Zendesk, MacOS, AWS EC2, Rackspace, Google Apps, Microsoft Office, File Vault, DHCP, DNS, Cisco ASA 5520, HP POE, 3Com switches, Box, Android, Apple iOS, CrashPlan Pro, What’s up Gold, Adobe, WebEx, GoToMeeting.

Walmart eCommerce

Senior Support Engineer, NOC Administrator, Call Center Supervisor

July 2011 – July 2014

● Worked in Walmart’s NOC monitoring & updating the retail website.

● Systems Engineer OS imaging and hardware break fix.

● Call Center Supervisor & Support

● Identified, researched, and resolved technical problems.

● Responded to telephone calls, emails, and personnel requests for technical support.

● Installation, configuration, and troubleshooting of software and hardware.

● Configuration, and troubleshooting of Windows and Linux virtual machines.

● Documented, tracked, and monitored problems to ensure a timely resolution.

● Supported Windows servers, Windows laptops, and MacOS.

Environment: Cisco WebEx, Zoom, Adobe Creative Suite, Jabber, Cisco Any Connect, Slack, AirWatch client, WebEx, O365, Citrix Receiver, Citrix, Box, ServiceNow, Active Directory, Exchange Management, Bomgar, VMWare, vSphere Client, JSS Casper, Cisco CCM, SCCM, AirWatch Admin, BitLocker, & File Vault.

Microsoft

Data Center Engineer

December 2010 – July 2011

●Configure and troubleshoot: BIOS, POST messages, AMD and Intel 32/64-bit CPUs, PXEboot, NIC, drivers, hooking up networking, external storage (SAN and disk arrays).

●Configuration of RAIDS.

●Decommissioned old HP servers from the Data Center.

●Installed & troubleshooted windows Server OS

●Physical cabling, cabling standards, power cabling, and power standards.

●Worked with heavy fragile equipment and lifting tools for Racks and cabinets.

●Worked on over 93,000 servers using crash carts (KVM).

●Investigated and restored hardware and operating system failures on servers and network devices.

●Smart hands support in the investigation and restoration of hardware failures on network equipment and associated devices/subcomponents.

●Tape management support in the form of tape replacement, preparation for shipment and shipment receiving.

●Had to complete tickets/tasks according to SLA and COBAM time frames.

NTT Data

NOC Supervisor, Data Center Engineer

October 2007 – Decembber 2010

●On a team supporting the implementation of HP NNM/OpenView software in NOCs across the country.

●Supervisor for NOC day to day operations.

●Supervised 3-6 team members on the Swing/Graveyard shifts.

●Helped design and set up data center colocations (cabinet, cages, and floor plans).

●Physical cabling, cabling standards, and power management.

●Investigated and restored hardware and operating system failures on servers and network devices.

●Tape management support in the form of tape replacement, preparation for shipment and shipment receiving.

EDUCATION

University of Seattle Pacific, Seattle, WA

Certification: Computer Learning Center, San Francisco, CA

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