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Work Background
Per ScholasTechnical Instructor
Jul. 2021Bronx, New York, United StatesImmersing students in a fully interactive 15-week technical training program that gives the students the knowledge and skill set to pass the CompTIA A+ certification exams.
Graphic Packaging International, LLCInformation Technology Analyst
Oct. 2019 - Oct. 2020Atlanta, Georgia, United States• Collaborate with a small team of IT technicians that focus on customer service with our internal end-user community.
• Train team for transition from Remedy to ServiceNow
• Work with cross platform technical teams, identify gaps, execute remediation plans, streamline processes and coordinate all technical level and service delivery support activities. Providing technical support in the diagnostic and restoration of IT services.
• Collaborate with engineering and service management teams to ensure operational acceptance of all new services and technology following ITIL methodologies
Delta Air LinesField Engineer
Mar. 2018 - Jul. 2019Greater Atlanta Area- Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment ( Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
- Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.).
- Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
- Verify the asset in accordance with Delta policy prior to the move.
- Update asset management systems.
- Troubleshoot and resolve all hardware and software problems supported by Field Operations.
- Communicate with the Field Planning and Project Management organization; including research, providing input into work orders, and occasional assistance with site surveys.
- Perform preventative maintenance on operational devices.
- Coordinate external vendor services.
- Install, customize, maintain, test, and troubleshoot operating systems and other systems software
- Provide on-site, and on-call 7x24x365 support, as needed.
- Provide technical support, as needed, to the enterprise.
- Configure, install, maintain, test, and troubleshoot hardware systems
- Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
- Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.
- Coordinate activities with internal/external technology owners/service providers
Hewlett Packard EnterpriseHyperscale Server Solutions/Converged Infrastructure and Networking Engineer
Jun. 2016 - Dec. 2017Alpharetta, GASuccessfully resolves technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. Responds to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). . Proactively assists internal or external businesses and end users to avoid or reduce problem occurrence. Works variable shifts, including overnight and weekends, according to business needs. Acts as a mentor and guide to other employees. Provides direction and guidance to process improvements. Articulates clearly, recommends and explains resolutions to clients. Understands and utilizes ITIL. Represents the company in face to face customer location visits, industry conferences/trade shows, vendor meetings, etc.
WiproTechnical Trainer
Oct. 2014 - Oct. 2015Greater Atlanta AreaTEAM LEAD/TECHNICAL TRAINER Managed several teams of 20+ employees in Tier 1 IT support. Responsible for new hire and ongoing training for Tier 1 remote technical support agents for Best Buy’s Geek Squad in a 500 person call center. KEY ACCOMPLISHMENTS: • Facilitated 30% reduction on call center employee turnover. • Improved new hire retention rate to 85%. • Revamped Team Integration and Nesting protocol resulting in 40% Customer satisfaction increase
The Sage GroupTechnical Trainer
Mar. 2014 - Mar. 2016Greater Atlanta Area Delivered CompTia A+ ,Networking and Security+ Classroom and Distance Learning (Virtual) classes every evening to Corporate Clients. Develop training materials including reference guides, lab guides and presentation materials. Provide Hands-on Classroom-based training to Industry Professionals. Currently delivering the following courses: CompTIA A+
Network +
Security +
Tech BOSS Lady, LLCTechnical Trainer
Jan. 2011Recent Client Contract: Educational and Collaborative Homegrown Organization • Lead managed services provider’s training and operations with 75 employees training the entire Tier I and Tier II IT Specialist and Network Consulting team. • Consult with all departments, delivering analytical tools to improve revenue and profitability, enhancing corporate value proposition. • Map out design and architecture of network and A+, Network+ and Security+ training labs. • Recommend process improvements. Regularly present data and recommendations to key stakeholders via monthly PowerPoint presentations
The Princeton ReviewProgram Manager
Jul. 2008 - Jun. 2010Baltimore, Maryland AreaPROGRAM MANAGER
Managed federally funded Supplemental Education Service after-school tutoring program sites. Tutoring sites were located in public elementary and middle schools throughout the Baltimore area. KEY ACCOMPLISHMENTS: • Recruited and registered over 100 students per site annually • Developed and oversaw community outreach programs increasing enrollment by 50%.
• Established and nurtured school and community relationships • Hired, trained and supervised a staff of more than 50 part-time Instructors and Aides
Bally Total FitnessOperations Manager
May. 2006 - Mar. 2008Washington D.C. Metro AreaOPERATIONS MANAGER Managed 70 member staff in the daily operation of a fitness club. Responsibilities included processing of daily income reports resulting in an average of $200,000 in monthly revenue; reviewed and analyzed all membership contracts for accuracy and adherence to company policy and procedure and recruitment and training and retention of all staff. KEY ACCOMPLISHMENTS: • Advanced from part time sales to Operations Manager in 4 months
• Promoted to larger facility after reducing club collections by 60% • Recognized as Operations Manager of the Year 2007
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