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Work Background
Lead Information Technology Specialist
HCL TechnologiesLead Information Technology Specialist
Feb. 2020United Statesmaintains corporate equipment in accordance with business requirements, develops and monitors equipment testing schedules and delegates duties to junior lead technicians. makes decisions and solves problems, monitors processes and materials, and evaluates.
Application Support Specialist
DeloitteApplication Support Specialist
Jun. 2018 - Feb. 2020morrisville, nc• supporting large scale applications on both the front-end and the back-end (Exalink, Legacy) applications • working with Okta, Sauce Labs, Ansible Jenkins and Elastic Stack Prod • unit testing and test-driven development • Knowledge of JavaScript, CSS, HTML and single page apps • System Monitoring tools (New Relic, etc.) • Basic coding skills of Python/Java and/or Ruby/Rails (preferred) • Taking ownership of Production issues, and working with our Development group to resolve more advanced issues when necessary • Documenting troubleshooting and problem resolution steps • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Client-facing experience will be a great plus • Making sure all SLA are meet according to client’s agreements
On Site Technology Support Analyst
DeloitteOn Site Technology Support Analyst
Aug. 2017 - Jan. 2018Raleigh-Durham, North Carolina Area Activities include procurement, configuration, and technical support of all standard hardware/software applications including internally developed and off the shelf software. Track hardware and software deployments following documented asset management procedures. Assist infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required. Provide mobile device deployment and support. Activities include end user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution. Establish relationships with business users at all levels in the organization. Promotes ITS services, engage customers to understand business needs and maintains ownership for incident resolution. Deliver technology updates to the user community to enhance the customer relationship. Provide one on one and group training for peers and customers. This would include trainings on new technologies, hardware/software and process changes. Participate in certification and impromptu training to effectively learn new technologies that are applied within the Deloitte environment. Document problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets. Manage Service Level Targets through accurate recording of service activities, asset transactions, data retention, and PC compliance activities. Perform password resets and workstation management in Active Directory. Responsible for resolving computer problems related to Windows 8 & 10, Windows applications, Microsoft Office products including MS Outlook, MS-Skype For Business, McAfee Antivirus and Mac OS X (including virus and OS patch updates). Participate and support the delivery of ITS projects focusing on personal computing, mobile devices, IT infrastructure, both in the Deloitte office and at remote firm engagement sites.
video conference engineer
Purdue Pharma L.P.video conference engineer
May. 2015 - Jul. 2017Wilson, Nc
IT Manager
High Performance ComputerIT Manager
Jun. 2014 - Jul. 2016Raleigh-Durham, North Carolina Area• Direct the efforts of the Desk side team to meet operational day to day deliverable ensuring a highly productive and secure desktop environment • Understand objectives, role and function of each team member • Lead by example in managing staff and building a strong, client-focused technical support team • Technical experience in a Windows based network with 500+ users, • Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. • Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities. • Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies. • Directs technological research by studying organization goals, strategies, practices, and user projects. • Completes projects by coordinating resources and timetables with user departments and data center. • Verifies application results by conducting system audits of technologies implemented. • Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures. • Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements. • Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action. • Maintains quality service by establishing and enforcing organization standards. •
PC technican
Career Match SolutionsPC technican
Jun. 2014 - May. 2015Raleigh-Durham, North Carolina AreaEngaged in configuring, imaging, maintaining and troubleshooting Windows XP and Windows 7 based desktops, laptops, tablets and toughInstalled, configured, and supported HEAT. Good understanding of ITIL Concepts. • Installed, configured, and supported hard drive encryption, decryption, recovery. • Created and analyzed data and reports. Basic understanding of Cisco switches, routers and TCP/IP networking. • Loaded image and created/managed/changed configurations of client profiles on computing device using Windows Operating Systems (i.e. Windows 7) and Macintosh (MAC). • Added client devices to a domain and resolve issues that may occur because of changes to the clients' computing environment under this contract. • Received calls, emails and web-tickets for end users and other Agency Service Desks/Help Desks, and created incident tickets or service request tickets, logging all pertinent information. • Tracked and classified incoming incidents or service requests, attempting initially solutions. • Independently resolved tickets within SLA. • Adhered to standard operating procedures/work instructions. • Followed the escalation process. Customer Service. • Updated the knowledge base and work logs. • Coached analysts for correct routing of tickets, capturing critical information. • Technically upgraded across versions of environment when required. • Adhered to organization policies and procedures. • Complied to regulatory requirements. Apple OS X Yosemite and OS X Mountain Lion desktops, laptops, tablets and all Apple products. Alert Monitoring and Ticket Monitoring. • Informed on call support. • Telecom Specialist as a WebEx, Cisco Jabber conference and Inter Call audio conference Administrator supporting employee’s IT asset tracking and management. • Installed, configured and supported McAfee Suite and/or Symantec Anti-Virus software on a PC. • Dispatched vendors to a specific issue.
Operations Manager
Sabre Business SolutionsOperations Manager
Aug. 2012 - Jun. 2014
network engineer
Cisconetwork engineer
May. 2011 - Aug. 2012
Project Coordinator
United Service Source IncProject Coordinator
Aug. 2005 - May. 2011
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