Experience

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  Intuitive

  Jan 2008 - Jan 2010

  It support technician / helpdesk

  Conducted corporate end user support for a wide range of hardware, software, and other technical issues by phone. remotely using Net Support Client or onsite within a large, team-oriented and fast-paced Windows XP Pro environment, Performed a wide array of services including replacement of hardware, installation of software, troubleshooting of VPN issues, system preparation and deployment of laptop and desktop equipment using Acronis software, configuration of Cisco VoIP phone and voicemail using Unity, setup and management of accounts for Active Directory and corporate applications, instructional writing for end users, troubleshooting of LAN/Wi-Fi/broadband issues, documentation of all actions performed in Remedy ticketing system, technical support for smartphone devices, updating of Track It Asset Management system, and discussion of discrepancies with team members and management.Additional work experience as IT Support Technician at Stryker Endoscopy,and as Information Management Officer at TEK Systems – Presidio of Monterey Army Health Clinic. Show less

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  Iron mountain / hp/autonomy / capax global

  Jan 2010 - Jan 2013

  Technical support engineer

  Oversaw inbound calls from customers with software issues pertaining to the Mimosa NearPoint e-mail archive solution and MS Exchange. Collaborated with support and product development personnel to facilitate troubleshooting and workaround for various product issues. Worked on a monthly average of 75-100 case closures depending on case load. Maintained updated knowledge of all the latest technologies concerning Mimosa’s products technologies and, disseminated this knowledge to other support engineers. Made valuable contributions to Professional Services projects by providing crucial details through SOW documentation. Show less

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  Malwarebytes

  Jan 2013 - Jan 2019

  Directed all aspects of day-to-day operations for the Customer Support Team encompassing onboarding and training of newly hired employees, quality assurance, performance management, policy implementation, organizational communication, and queue and workflow management.Implemented best practices and procedures in managing queues and enabling technicians to balance both new and current cases.Ensured SLA’s are being meet for various consumer channels by providing detailed feedback from team to management, and communicating product, procedure, or notification changes.Provided crucial support to team with workarounds, solutions, updates, and information of upcoming product releases and bug fixes.Maintained consistency of policy and procedural implementations across all areas of operations.Provided weekly report to management/directors on each team’s productivity, highs and lows with team.Played a key role in identifying areas of improvement and success through weekly engagements with senior management team.Collaborated with the upper management and product engineering teams to close the communication gap for product updates and releases. Show less Orchestrated technical and malware remediation support for enterprise and consumer customers via e-mail, remote tools, and phone. Recognized and escalated highly challenging technical and business issues within the sales, customer support, and engineering groups. Filed enhancement requests and work with product management and marketing to understand requested product enhancements. Performed troubleshooting and workaround for a variety of product issues, averaging 300+ case closures on a monthly basis depending on case load.Delivered the highest customer satisfaction consistent efficiency in resolving support cases.Credited for authorship of multiple knowledge base articles and technical notes for use by internal staff. Show less

  • Team Lead of Product Support

    Jan 2015 - Jan 2019

  • Technical Support Engineer

    Jan 2013 - Jan 2015
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  Akamai technologies

  Sept 2019 - Nov 2024

  It service delivery specialist

  Optimized service delivery processes and implemented strategic initiatives to align with organizational goals. Led the successful rollout of multiple high-impact projects, driving enhanced operational performance while ensuring customer satisfaction remained at the highest levels. Through exceptional leadership, collaboration and a steadfast commitment to service excellence, I consistently delivered impactful results.Delivered innovative solutions that increased operational efficiency, customer satisfaction, and cost savings.Led and executed major projects, including Exchange Online Migration, internal website migration from Jive to LumApps, and Service Now IT Management Service development, while exceeding deadlines.Developed and implemented comprehensive training materials and documentation to ensure seamless service delivery and adoption.Designed and refined customer-facing resources using tool such as LumApps, Adobe Creative Cloud Suite, CSS, HTML to improve user experience and accessibility.(Contracted to Akamai via NetPolarity, Inc. as Solution Center/Desktop Support Specialist 10/2019 -10/2020; converted to a full-time employee 10/2020) Show less