Experience

• 

  Scientific research corporation (src)

  Jul 2012 - Aug 2014

  It technician

  Delivered in-person and remote support, swiftly resolving hardware break/fix and COTS application issues for over 500 users across multiple locations nationwide.Installed and patched Department of Defense applications and Common Access Card (CAC) readers, ensuring secure operations.

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  Brooksource

  Nov 2014 - Apr 2015

  Hardware logistics team lead

  Led a team in configuring and deploying over 2,500 desktops and laptops, throughout the WellStar Health System ensuring successful installation aligned with organizational requirements.Collaborated closely with project management to optimize a plan for the delivery and deployment of hardware to doctors' offices and hospital departments while significantly reducing delivery times and fuel costs.

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  Essential resources, inc.

  Jul 2015 - Dec 2015

  Imaging and support technician

  Supervised the configuration and deployment of 500+ desktops and laptops for the Georgia Department of Labor’s hardware refresh project. Performed next-day support for deployed hardware, ensuring smooth transitions and minimal downtime.Collaborated with the IT department to reduce deployment times by 10%, ensuring operational effectiveness during the hardware refresh.

• 

  Ibm watson media and weather

  Jan 2016 - Jun 2020

  Managed video asset workflows for leading streaming platforms such as HBO, iNDEMAND, A&E, and the Canadian Broadcasting Corporation (CBC), ensuring timely ingestion and publication.Administered AWS CloudFront CDN and IBM Linux storage, enhancing file organization and video asset distribution.Reduced video asset processing times by 20% through script execution and system optimization.Handled customer support tickets via Zendesk and Jira, resolving or escalating 10 to 15 tickets per shift. Show less

  • Cloud Video Engineer Tier 2 (Promotion)

    Mar 2019 - Jun 2020

  • Technical Operations Center (TOC) Analyst Tier 1

    Jan 2016 - Mar 2019
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  Hcltech

  Jul 2020 - Jan 2024

  Senior specialist, technical operations center (toc)

  Delivered remote technical support for IBM Watson Media and Weather users via ServiceNow, Slack, phone, and email.Managed real-time system monitoring alerts using Catchpoint and DataDog to ensure SLA compliance.Administered Okta SSO provisioning for secure access and handled on/offboarding processes.Monitored National Private Network (NPN) operations and managed maintenance/incident tickets.

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  Cox automotive inc.

  Nov 2024 - now

  Technical customer care specialist ⅱ