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Work Background
EverwaySenior Systems Administrator
Mar. 2025United States, ColumbusSenior Systems Administrator/Gainsight Administrator
GoogleSenior Data Analyst
Nov. 2022 - Oct. 2024United States, Mountain ViewSenior Data Analyst/Gainsight Administrator
KaratCustomer Success Operations Manager
Aug. 2021 - Jan. 2023
FireEye, Inc.Analyst
Apr. 2014 - Aug. 2021
AT&T Wi-Fi Services (Formerly Wayport)NOC2 Lead
Dec. 2012 - Apr. 2014Austin, Texas Area-Led and directed the NOC II team; defined NOC II success metrics, led management engagements, delegated and managed team projects
-Revamped the entire ITAC department from the ground up; created policy, procedure, and process documentation with version control and either revised or retired outdated documentation
-Acted as ITAC Lead Technical Representative to all interfacing parties such as Engineering, Project Management, Repair & Maintenance and Special Radio Frequency (SRF) teams
-Reshaped department quality initiatives with new metrics/KPI objectives, call templates and reviews, and coaching opportunities to improve NOC1 performance
-Published the ITAC Learning Center via Sharepoint; created core, intermediate, and advanced competencies and took sole responsibility as Departmental Trainer
-Created SME Champion Program to assist ITAC with managing implementation projects, knowledge base updates, and external process changes more effectively
-Sourced and created the ITAC lab environment, configured hardware via console in the rack
AT&T Wi-Fi Services (Formerly Wayport)SRF Augmentation Engineer
Oct. 2011 - Feb. 2012Austin, Texas Area-Part of a 6 man group that handled the pre/post-deployment and lifecycle support of the largest venues for the NOC (stadiums, airports, municipalities)
-Configured controller-based Wi-Fi networks (Cisco/Ruckus)
-Muni-Wi-Fi configurations with BelAir and Motorola PtP Endpoints
-Stadiums required monitoring and support during live events – as such we worked on call, and would monitor the functionality of the network, Ticketmaster systems, Wi-Fi health, etc. – via monitoring tools on the NMD, or WCS/NCS
AT&T Wi-Fi Services (Formerly Wayport)NOC ITAC Engineer - Tier 2
Jul. 2011 - Apr. 2014Austin, Texas Area-Troubleshot and managed escalated technical issues from tier 1 technicians and management
-Worked with senior groups (NOC III, Software/Network Engineering) to resolve complex issues
-Performed postmortem/root cause analysis of deployments & implemented process changes to reduce those outcomes
-Re-built our Knowledgebase – our current media-wiki based knowledgebase was outdated and at times outright wrong. On our virtual server, installed, populated and reformatted our knowledgebase to be more useable and scalable
-Created SME Champion Program – identified a need within the department to interface better with project management on new deployments
-Trained NOC I agents on troubleshooting best practices, networking skills, internal policy & procedure
AT&T Wi-Fi Services (Formerly Wayport)NOC ITAC Engineer - Tier 1
Oct. 2010 - Jun. 2011Austin, Texas Area-Provided remote support and preformed test and acceptance for Wi-Fi and LAN services installation at various retail and hospitality venues including McDonald’s, Starbucks, Hospitals and Hotels
-Provided subject matter expertise on the Hilton hotel deployment, the largest and most significant venue deployment in AT&T Wi-Fi Services/Wayport history
-Acted as the only tier 1 technician performing troubleshooting, test and acceptance on the most complex LAN deployments in the company
-Developed testing standards for large hospitality installations
-Performed layer 1 through 3 troubleshooting on WAN technologies (T1, DSL, Cable, Metro-Ethernet). -Troubleshot LAN technologies including Cisco switches, routers and access points, Motorola TUT DSLAM devices and DLink switches and access points. -Troubleshot Linux servers running proprietary and non-proprietary firewalls and connection software. -Acted as an inter-departmental liaison between installations, project management, design and engineering, and life cycle support.
SupportSoftSolutions Engineer
Apr. 2008 - May. 2010
UnisysTech Support Agent
Oct. 2006 - Aug. 2010
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