Customer Support Tier

SUMMARY CAREER PROFILE & OBJECTIVE

My passion for solving problems and growing business has spanned different industries with success. Over 16 years in Technology. Experienced in different verticals have had experience in Management planning allows me to tackle different tasks with results. Seeking the right opportunity for professional growth.

SKILLS & EXPERIENCE

Systems Administration & Engineering Networking Azure m365 Project Management Purchasing

SharePoint Exchange 2016/2019/Hybrid Licensing Soft Skills WebEx Business Development VOIP CRM Six Sigma Lean ERP Cisco Spark SaaS IaaS Manufacturing Training PowerShell Windows 11 iOS Android Hyper-V Marketing Asset Management Windows Server Zabbix Confluence Azure SSO Okta AWS Google Cloud VM Ware Endpoint management

EMPLOYMENT HISTORY & EXPERIENCE

May 2022 – Dec 2022

Sr Systems Engineer KCIT Seattle, WA

Assigned to the KCIT team. I’ve been working on the Skype for Business to Microsoft Teams migration. Duties: Be responsible for the technical design, configuration, planning, implementation, and after migration support. Support Operational teams providing Level 2 support to KCIT’s internal customers. Create standard operating procedures, training documentation, and training of first tier support of personnel in KCIT. Create and review reports for monitoring and identification of issues for proactive remediation of potential issues and decrease downtime or customer impacts. Review current configurations and standards for existing systems to identify, design, plan, recommend, and implement improvements. Proficient scripting skills for automation, reporting, and standardization of operational processes. Percentage of Time: 15% Other Duties: Presenting to management ideas with costs analysis and resources to support technology plans, when and were directed by KCIT management Participate in planning and development of KCIT’s technology roadmap Provide knowledge transfer and training to other KCIT staff. Built and supported virtualized PolyLens & AudioCodes servers in Azure environments.

Responsible for technical design, configuration, planning, implementation, and after migration support for new VOIP system.

Migration of 10k endpoints for King County, WA.

Patching and updating existing Windows servers prior to sunset of Skype.

Provides Level 2 support to KCIT’s internal support, and escalations to vendor(s).

Creates standard operating procedures, training documentation, and training of first-tier support personnel in KCIT.

Creates and reviews reports for monitoring and identification of issues for proactive remediation of potential issues, decreasing downtime or customer impacts.

Reviews current configurations and standards for existing systems to identify, design, plan, recommend, and implement improvements & security posture for post migration roadmap.

Possesses proficient scripting skills for automation leveraging PowerShell for reporting, and standardization of operational processes.

Presents ideas with cost analysis and resources to support technology plans when directed by KCIT management.

Participates in planning and development of KCIT’s technology roadmap.

Provides knowledge transfer and training to other KCIT staff.

Built and supported PolyLens & AudioCodes MSFT 2019 VM servers in Azure environments.

Triaging & resolving network issues for VOIP connectivity across King County.

Worked with PM’s & Stakeholders on roadmap of migration.

Presented cost savings initiates to Management.

Audits of licensing, and security policies for VOIP endpoints.

Powershell Automation for bulk migration, and validation of data.

September 2019 – April 2022

Software Engineer Client Services Tableau/Salesforce Seattle, WA

As a member of the Client Services Team at Tableau, provided technical support to over 4000 users for various technologies, including o365/Hybrid Exchange, Azure AD, Azure, AWS, Mimecast, Sophos, Box, DropBox, Zabbix, GSuite, and AirWatch. Resolved identity issues with Okta and supported app integration within o365 and Azure. Collaborated with different teams, such as InfoSec, Infrastructure Services, and Identity teams, to address project or issue-specific needs. Handled Azure-related tasks related to o365, app integrations, and maintaining VMs on AWS & Azure. AWS experience was related to Zabbix & using terraform in that environment. Additionally, performed security audits and enhanced PowerShell for automation of tasks and project work. Involved with migration work of o365 to GSuite as part of M&A tasks.

Provided technical support to over 4000 users for various technologies.

Maintained VM’s in Azure environment for Exchange & SMTP.

Managed portfolio of SaaS applications, infrastructure & integrations: m365/Hybrid Exchange, Azure AD, Azure VMs, Mimecast, Sophos, Box, DropBox, GSuite Admin, and AirWatch.

Ownership of Azure Dir Sync Server: Patching, maintenance, and backups.

Endpoint Security: Sophos was leveraged & administered for all endpoints in organization.

Mimecast: Edge security for mailflow.

Okta & onPrem Active Directory: Management of Dynamic Groups.

Resolved identity issues with Okta and supported app integration within o365, AzureAD & OnPrem AD.

Collaborated with different teams, such as InfoSec, Infrastructure Services, and Identity teams, to address project or issue-specific needs.

Performed security audits and enhanced PowerShell for automation of tasks and project work.

Involved with migration work of o365 to GSuite as part of M&A tasks: Migration of mail, and onedrive to GSuite: Discovery, data prep & validation, cutover of SMTP services, Dmarc & DKIM for mail cutover.

June 2019 – September 2019

Microsoft Premier Support Exchange OnPrem Mindtree/Microsoft Redmond, WA

On a team supporting Microsoft Exchange 2010-2019 for Microsoft Premier customers. Supporting Windows Cluster technologies, Virtualized Environments, Networking issues for customers with Exchange OnPrem & Hybrid deployments. Involved in supporting active directory, identity, and networking issues related to customer issues with Exchange. Proficient in utilizing Microsoft Exchange in VMWare environments for providing high-quality technical support as a Microsoft support partner. Skilled in managing and troubleshooting Exchange server deployments, configuring virtual machines, monitoring system performance, and resolving complex issues efficiently. Proven ability to deliver exceptional customer service, collaborate with cross-functional teams, and ensure optimal functionality of Exchange services in virtualized environments.

September 2016 – June 2019

IT (Information Technology) Project Manager IonicBrands, Inc Tacoma, WA

Acting IT/Project Manager for a rapidly expanding manufacturing company based in Tacoma. I manage day to day tech operations, oversee vendor contracts, procure hardware, managed licensing & billing. I have also run several projects for IonicBrands: Managed their raw materials delivery, wrote SOPs for departments. Set project scope for office moves & expansion needs for expanding markets. Setup Azure AD with Intune to reduce IT costs & needs. Operations exist in WA, OR, CA, NV at present. Implemented network design, unified messaging, o365 Administration, Azure AD DS to keep costs at OpEx not CapEx.

O365 Administrator

SharePoint Administrator

Exchange Administrator

Installed & Support network for operations. (LAN/WLAN/VPN)

Supported Manufacturing ERP Implementation (Just Foods/D365)

End User Support: Windows 10, Apple, iOS, & Android environment

Training initiatives created to reduce trouble tickets. Enable Self Service.

Policy & SOP Administration

Initiate & write processes for IT management directives of company.

Created & Executed Strategic IT plan.

Asset Management for all devices in the organization.

Reduced costs utilizing audio/video conferencing solutions (Cisco WebEx/Rooms/Unified Messaging)

Managed Billing & Finance for IT & Project needs: Adobe, Microsoft, Cisco, RingCentral, etc.

Implementation of Azure AD + DS + Intune for hardware management

Setup Ubiquiti Networks for all offices to manage networks in multiple states.

Assisted with custom software support for applications built for partners.

Managed projects for Technology Rollouts, Office Moves, Upgrading of existing infrastructure.

Managed VOIP cutover for new services.

Managed Video Conferencing project (Cisco).

Handled billing for vendor accounts: Microsoft, Cisco, RingCentral, Adobe, etc.

May 2016- September 2016

Account Manager Urban Ag Auburn, WA

Working directly with large grow operations in North America. I managed prospecting, cold calls, samples qualifications, marketing & closing sales. My primary focus was large commercial operations. Secondary focus was expansion into retail markets for Dimlux Lighting & Bio Nova Fertilizers.

Target & identify key prospects.

Cost analysis for fertilizer requirements for large scale production.

Diagnose & help grow operations with problems (botanical, hardware, planning)

Responsible for marketing Bio Nova & Dimlux into most Hydroponic stores in the USA.

Did on site visits with Retail stores & Grow operations.

Worked with marketing director to create content & message for the Company.

March 2012–November 2015

Lead Manager / Sales & Development HPI Lemoyne, PA

Working directly with business owner since inception of flagship location, I manage all aspects of one specialty garden supply store while assisting with overall business development strategy and marketing. Four years of demonstrated horticultural retail industry experience show my understanding of the various needs of gardeners, whether hobbyist or commercial customers, storeowners, or vendors.

• From the inception of the small business to the present day, yearly sales have increased regularly, allowing the owner to establish additional retail locations. Assisted company owner as new locations opened and closed. Trained other team members.

• Provide one-on-one consultations and education sessions at all levels for hundreds of new and established gardeners.

• Implemented sales programs: An example was the recent “Grow Your Own Sales Event.” Each week the store featured a new product sale in a series of educational displays.

• Planned innovative partnership strategy for the business at its inception: Developed contacts within a network of CSAs, increasing exposure and awareness of alternative gardening techniques and product uses.

• Built outside sales for store sponsored products: Recycler and Reducer, two in-house gardening products created especially for the store, have increased 5-20% sales since inception. Built accounts with five commercial landscape companies to use the products as tests continue for commercial turf management application.

• Serve as primary gardener for in-store display plant setups. Plan and maintain on-site demonstration container plants including lemon, banana, fig trees, sunflowers, tomatoes, and various other plants.

• Gained a range of product knowledge from vendor discussions and research used to assist customers with finding solutions to garden problems. Familiar with hydroponics, aquaponics, and many indoor and outdoor organic gardening techniques. Knowledge includes key aspects of creating plan for optimal growth, including selection of lighting (HID, LED, Plasma, CMH), watering systems, media, and nutrients.

• Develop relationships with vendors, distributors, and delivery people. Attended the Max Yield Conference to network with vendors and distributors. Distributed product and developed business network contacts.

• Establish and track inventory and sales using provided technology. Set pricing and oversee product life cycle, including unloading, display, placement, and stocking.

●Maintain perfect safety and customer privacy record: In over four years of running the location and storeroom there were no customer complaints, accusations, accidents, or injuries.

March 2011–June 2012

Training Coordinator / Project Lead PTI/Department of Corrections Camp Hill, PA

Deployed Windows laptops to enable mobile work by parole agents working in Pennsylvania. Ensured hardware and software was delivered to specification. Provided training classes for onboarding as well as active directory management.

• Planned and delivered monthly training programs for hardware and software use to groups of 30-50 officers. Created step-by-step training materials and handouts. Laptops and training sessions were consistently delivered ahead of schedule and within budget.

• Proven customer support and ability to work with others: Provided end-user support to users with varying levels of technology understanding.

• Demonstrated paperwork expertise and attention to detail: Filed regular status reports about asset allocation in requested formats.

November 2010–March 2011

Technical Sales Advisor D&H Distributing / HP Harrisburg, PA

Provided advice and consulting services via phone to sales staff and directly to large account clients to ensure customers were best prepared to implement the correct HP Specialty product to meet company needs.

• Listening to customers' needs to provide clear guidance in selection and implementation of HP Specialty product solutions, especially servers and large monitors. Worked on a team that increased HP Specialty business by 35%.

• Created reports to determine patterns in key accounts to ensure staff had necessary data to increase sales.

July 2010–November 2010

Account Executive Envisiontel Denver, CO / remote work

Developed sales leads by making cold calls to sell SaaS products for web training & conferencing.

• Learned sales techniques for cloud-based software application and product support.

• Demonstrated expertise and discussed features of Salesforce, Moodle, & Adobe communication technologies. Kept potential customers interested in information and trials of technology products.

December 2008–June 2010

Level III Desktop Technician AT&T/Norland Group Harrisburg, PA

Worked on an IBM contract servicing the AT&T northeast region. Provided remote support for lease changes, re-images, standard Windows troubleshooting, and customer service in a large enterprise.

• Provided remote support using Tivoli, Dameware, and MS Remote Desktop connection. Used AT&T's proprietary CRM for ticket tracking.

• Conducted network support for connectivity issues, Blackberries, and mobile broadband cards.

• Supported Cisco VPN client for remote customers.

October 2005–July 2007

Dealer Technical Support Case New Holland/Ajilon New Holland, PA

Handled the North American Dealer Helpdesk. Supported mainframe account management for all the North American dealers. Managed helpdesk requests using the Dealer Portal.

• Managed accounts for North American dealers residing on the AS400, managing passwords and ID associations.

• Identified and corrected errors with the frame relay circuits used for daily communication.

• Planned proactive solutions to issues with software releases. Completed Quality Assurance work.

INDEPENDENT PROJECTS & INTERESTS

Gardening: As an avid organic home gardener, plan and maintain a 1,200 square foot family vegetable garden plot. Maintain indoor containers and outdoor landscaped beds with herbs and flowers.

Training and Sharing Knowledge: Planned and presented a workshop at the annual SHARE Festival entitled “Introduction to Organic Gardening and Compost Teas.”

Volunteering and Event Planning: Provided input and assisted with event coordination to bring spiritual leaders to the community as a volunteer for Amethyst Center.

Environmental Ideals: Provided research and coaching about plant cloning to the Milkweed for Monarchs project.

EDUCATION

York Technical Institute, York, PA

Associate of Arts, degree conferred 1998.

Coursework focus in IT & business management.

Six Sigma White Belt

LEAN Manufacturing 101

Completed Azure 104 Training

Ranger Status on Salesforce Trailhead

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