Innovative Systems Administrator & Technical Engineer with a proven background delivering a wide range of IT solutions and world-class customer service to clients in dynamic environments. Skilled communicator motivated to lead teams to problem solve, increase efficiency, and create the best outcomes at every opportunity.

Career Highlights

Relationship-builder and active listener driven to create happy customers and timely resolutions

Led Zix’s culture committee throughout COVID to maintain team cohesiveness and unity in times of uncertainty; respected as a positive, upbeat influence

Participated in senior team meetings to gain leadership & build continuity across functions

Recognized as a knowledge seeker and collaborator, seeking opportunities to overcome challenges and advance professional development at the individual and team levels

Championed change controls and incidents for Teradata’s west coast operations—selected for the team leader position 3 out of 4 years with a reputation for sharp time management

Steered resources for up to 8 high-end clients, anticipating and meeting needs to bolster customer satisfaction

Led Everbridge team to become cohesive and work together while building team relationships as co-workers and friends, also helping to create the team name of Space goats

Working two teams while maintaining excellence work performance and deadlines for both teams

Professional Experience

Junior Backend Development XMatters 2022-current

Integrating third party applications into our xmatters system.

Editing webhooks to adjust payloads and determine what is needed for our platform.

Creating and editing triggers to deploy a switch that will define the alert that was sent.

Creating Database patches and merging them into the production system.

Updating the snapshot files with current data

Remove unnecessary toggles and triggers

Technical Support Engineer II Everbridge 2021 – current

Leverages internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues

Accurately document and update tickets in the tracking systems. Able to maintain a personal queue of open requests.

Maintain communication with the customers on the status of all open tickets. All responses are professional, complete, well formatted, and consistent with prior communications.

Contribute to technical knowledge base

Technical support team lead every ten weeks.

oReview Backlog for any team members out (planned or unplanned), review and assist (put your name in Assisted By field), assign or ask others to assist if necessary.

oAssign tickets round robin during 9-10am & 1-4pm PT hours

oPrepare for Wednesday TC team building exercise where you lead the meetings

oReview Customer Replied or Reopened tickets using the Pasadena Team Captain Dashboard “Needs Attention” for Colchester, India and Burlington teams

oCheck Scheduled Meetings today for anybody who is out

Encryption Specialist / Tech Specialist II Zix 2020 – 2021

Establish policy & procedures ensuring the seamless operation of networking and encryption systems; seize opportunities to expand networking knowledge and skills

Deliver exceptional customer service and care as a key member of a high-performing 24/7/365 technical support team

Engage clients to understand and meet a range of IT needs:

oUtilize telephone, instant messaging, email, live remote assistance sessions, and ticket queues to interface with clients

oResolve connectivity issues between Zix AppRiver products and client systems

Positively influence customer outcomes with expertise in Linux administration

System Support Engineer Teradata 2015 – 2019

Collaborated with high-profile clients including Southwest Airlines (SWA), AT&T, Cisco, and CarMax providing onsite system troubleshooting and upgrades

Organized weekly and quarterly customer reviews with major accounts, meeting with leadership to build trust and confidence

Leveraged solid infrastructure architectural knowledge to conceptualize, launch, and deliver multiple IT projects on time and within budget across multi-data center operations

oBuilt, monitored, and maintained storage solutions, virtual machines

oDeveloped a variety of technical documents, including manuals and user guides

Service Industry Experience DFW Area Restaurants 2004 – 2015

Education & Training

Bachelor of Arts, Art & Technology University of Texas at Dallas 2015 Associate of Arts & Sciences, Art Studies Collin County Community College 2012

Tools & Technologies:

Hardware: Dell/Gateway/HP servers, Dot Hill storage arrays, cabling, switches, mainframes, motherboards, CPUs, hard drives

Software: Maya, Adobe Photoshop, ZBrush, Autodesk Mudbox, MotionBuilder, Gitlab, Hadoop, Kurbemetes, Oracle, Putty, BASH, WMware Workstation, NetApp, MS Office Suite, Visual Studios, Terminal, Ubuntu, Node.js

Networking: DNS, TLS, internet mail protocols, gateways

Programming: Unix, Linux (CentOS, Red Hat, Suse, Kernel), Windows (XP, Vista, 7 & up), C++, Java, Processing, Assembly Language (ASM), JSON, MacOS, Git, SQL,

Information Technology IT Operations Project Management Systems Engineering Process Improvement

Cloud Computing Networking Encryption Virtualization 3D Modeling Digital Services Storyboarding

Account Management Customer Service Data Centers Change Controls Database Management Analysis

Strategic Planning Risk Management Troubleshooting Diagnostics Inventory Management

Common Vulnerabilities and Exposures (CVE) Basic Input/Output System (BIOS)

Presentations Reporting Compliance Technical Documents Quality Control Scheduling

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