-Responsible for installation, configuration and technical support to end-users and service providers, provide sales support to the sales team. -Work with the Service Engineer team to monitor and operate the business technology infrastructure, ensuring all systems are operating optimally, provide routine preventative maintenance, ensure appropriate capacity scalability is available and troubleshoot any problems or issues with the utmost urgency. -Assist in new product reviews to help further develop NextVault's service offerings and test any current product updates before they are installed on production infrastructure.
o Assures timely escalation and resolution of IT production environment issues across the Staples Corporate North American IT Enterprise, including systems, applications, computer equipment, hardware and software. Coordinates diverse departments to meet or exceed established service levels and minimize service interruptions. o Enables effective communication and distribution of resources with internal teams, internal customers and vendors. Responsible for tracking high priority issue progress and resolution, including process management and issue recap. o Works with the Problem Management team to identify recurring issues in both technical systems and processes to assure continued improvement per ITIL standards and company-specific workflow.
o Worked with the Technical Services team to perform various network maintenance tasks in support of resource consolidation. o Worked in a laboratory setting to recreate and resolve end-user hardware and software issues. o Domain Server migration and decommissioning. o Active Directory account maintenance. o Cabling and racking consolidation.
o Works with others to analyze collected requirements, translates into Hosting and Delivery solutions, and ensures that identified solutions meet customer needs and expectations o Monitors performance to identify and help resolve system Hosting problems o Investigates and resolves problems on selected software products and standard systems o Learns to apply appropriate tools to analyze, identify and resolve technical problems o Available for after hours maintenance and escalations as needed o Maintains security, integrity and business continuity controls and documents o Works closely with Customer Support organization to maintain applications and managed hosting service levels through disciplined change management, capacity planning and scaling as needed o Works closely with customers to ensure work performed meets customer requirements o Gains knowledge on emerging tools, techniques and technologies. May participate in self-paced or structured development program to enhance capabilities to perform accountabilities and responsibilities of the position o Other responsibilities as required, including operating system patching for customer servers, backup administration, internal system support, account management, documentation and auditing.
o Responsible for providing systems, network, and applications support and monitoring and maintenance in a 24/7/365 environment. o Performs maintenance tasks, monitors multi-site, multi-platform environment of over 2,000 servers. o Responsible for resolving minor customer issues, and escalation of larger issues to appropriate personnel. o Praised for proper escalation of major issues, handling of minor issues, and ability to support GMTI's high level of customer service in adverse conditions.
Served as Communications Watch Officer, Assistant Information Systems Security Manager, and Work Center Supervisor in USS Barry's CC Division. Was responsible for all HF/UHF/EHF/SHF external communications as well as administration of ship's LAN.
Served as Assistant to the Regional Project Manager for Naval Computer and Telecommunications Area Master Station-Atlantic(NCTAMS-LANT) in Norfolk, VA. Acted as liaison between civilian contractor and military personnel regarding the planning, tracking, and implementation of as many as 35 concurrent installations.
Served as Message Center Supervisor aboard USS Kearsarge(LHD-3). Was responsible for the accurate, timely, and secure transmission of up to 10,000 daily messages using HF, EHF, and SHF methods to interface with the Navy's Naval Modular Automated Communications System II(NAVMACS-II).
? 1. Executes timely escalation and resolution of High Priority Incidents involving all IS systems, applications, computer equipment, hardware and software to meet or exceed Service Level Agreements. This includes effective communication, reporting, tracking, trending and follow-up. ? 2. Assists in the coordination of Priority Incident Management activities across IS and the business. This includes development, management, implementation, documentation and adherence to the Major Incident, Problem and High Priority Incident Management processes. ? 3. Monitors and assesses the occurrence of all critical issues to ensure they are handled as quickly and efficiently as possible ? 4. Runs crisis team meetings to facilitate the resolution of major system issues. ? 5. Participate in 24 x 7 crisis management on-call rotation approximately once every 3 weeks. ? 6. Communicate outages and updates to key stakeholders ? 7. Assist in root cause determination and resolution with the aid of Subject Matter Experts (SME's) ? 8. Participate in the analysis of priority incident data, identify and recommend changes to the systems and the processes to improve the delivery of services ? 9. Collaborate with Staples IS / IT groups to take corrective and preventative actions ? 10 .Coordinate with Problem Management process for high priority incidents to ensure proper identification, escalation and resolution of IS problems in a timely manner ? 11. Close issues through the Incident Report and IS Issues processes
Bachelor of Arts (BA)
Concentration: Business Administration
Voc.
Concentration: US Navy Networks
Voc.
Concentration: Navy Communications
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