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Work Background
FlexportSenior IT Engineer
Jun. 2023 - Nov. 2024Provide expert-level technical support to internal clients, resolving complex IT issues promptly and efficiently. Lead and mentor a team of IT Support Engineers, ensuring their professional growth and development. Collaborate with internal Atlanta clients to assess their IT infrastructure, identify opportunities for improvement, and provide strategic recommendations. Oversee IT projects, including system upgrades, migrations, and deployments, ensuring they are completed successfully. Perform proactive maintenance and monitoring to prevent potential IT issues and optimize performance. Maintain up-to-date documentation of internal client environments and support processes. Serve as Lead technical contact for the Atlanta warehouses. Handle escalations from junior support staff and assist in resolving critical incidents.
Posit PBCSenior IT Operations Engineer
Feb. 2020 - Feb. 2023Contribute to the planning, designing, and implementing of the operational IT application and infrastructure landscapes. Perform IT and security operations and maintenance activities. Implement programs and procedures for safeguarding data/information security. Consult with other departments internally to advise on best practice strategies for using and integrating with IT systems and processes. Point of contact for internal IT support escalations.
Newmind Group, Inc.Happiness/IT Engineer
Oct. 2016 - Feb. 2020Managed solutions, escalations, and on-site responses for clients and sites. Managed GSuite clients as a GSuite Administrator and reseller. Provided full production and support for Active Directory, email, DNS, and file servers. Deployed and managed various applications .Planned and implemented full custom network, backup, security, and application management and upgrades to meet diverse client needs. Handled on premise Cisco Meraki network installations and administration. Provided clients with multiple software solutions as well as troubleshooting support.
Simply Mac - Apple Premier PartnerService Technician
Oct. 2015 - Oct. 2016Provided product troubleshooting, diagnosis, and repair on all Apple products and a wide variety of Windows products. Managed service room nightly. Corresponded with Apple on customer issues and solutions on a daily basis. Conducted inventory and analysis on all Apple consignment parts and orders.
AppleAppleCare+ Senior Advisor
Jun. 2012 - Oct. 2015Interacted with customers while providing technical support and various troubleshooting of Apple software and hardware. Assisted in full escalation of issues acting as a middle-man between the customer and higher technical support agents.
Alma CollegeComputer Consultant/IT Assistant
Aug. 2011 - Aug. 2013Managed and supported all PC/technological inquires in Bruske Hall and the I.T. Help Desk at Alma College. Performed daily security tasks, troubleshooting, and monitoring of computer systems and the campus network. Assisted students/faculty/staff in troubleshooting and resolution of technical issues.
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