Experience

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  Us army

  Jul 1999 - Aug 2004

  Network and security administrator

  • Led a team for 1.5 years, adhering to DoD Security Practices as a Team Chief.• Configured NIPR/SIPR Servers following the Security Configurations outlined by DISA/DoD standards.• Accumulated over 3.5 years of experience in monitoring and configuring Intrusion Detection Systems on a Windows 2000 Server based machine.• Garnered 3.5+ years of experience in monitoring the utilization of Network Servers on NT 4.0 and 2000 Server based machines.• Managed setup, maintenance, and accountability for over one million dollars' worth of Army Tactical Network equipment in both field and garrison environments.• Configured and maintained various network security devices, including the Raptor Firewall, Intrusion Detection System, and Web-Sense.• Programmed and monitored Windows NT and 2000 servers featuring Microsoft Exchange 5.5.• Programmed Cisco Routers and Cache Engines.• Constructed, maintained, and installed network cables. Show less

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  Calltech communications, llc

  Aug 2004 - Oct 2005

  Presidential escalations team

  • Served on the Presidential Escalations Technical Support Team, aiding customers with critical issues requiring special attention and deemed high priority. This team represents one of the highest tiers of technical support provided by BellSouth.• Contributed to the Customer Ownership Team, a customer-centric support unit where trained agents guide customers from the initial problem identification through to resolution. This support encompasses both technical and non-technical issues.• Functioned as a Product Specialist with specialized training in routers and modems.• Assisted customers with the installation and setup of BellSouth DSL equipment, including configuring modems and setting up Internet Explorer, Netscape, Outlook, Outlook Express, and routers to BellSouth standards on both Windows and MAC operating systems. Show less

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  Av lifestyles

  Oct 2005 - Feb 2006

  Home automations installer

  • Installed necessary wires for Custom Home Theaters and Lighting Control Systems in high-end homes.• Installed speakers, televisions, Crestron Touch Panels, Lutron, and Crestron Switches and Keypads.• Programmed and designed Crestron Touch Panels for the customers' needs.

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  South financial group

  Feb 2006 - Mar 2009

  Application support analyst

  • Utilized Remedy to efficiently track, maintain, and update trouble tickets.• Provided round-the-clock support for applications, file and data feeds, and batch processes to ensure uninterrupted business operations.• Collaborated closely with developers, analysts, and project managers to expedite the resolution of incidents.• Conducted data analysis and mapping, as well as the composition of SQL scripts to extract data from SQL databases.• Participated in and supported implementation delivery with various internal departments.• Conducted comprehensive software application and disaster recovery testing to ensure business readiness post fail-overs.• Demonstrated advanced knowledge of the software delivery lifecycle and various delivery methodologies.• Actively participated in on-site requirements gathering sessions.• Interacted directly with clients to resolve issues and address software-related inquiries. Show less

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  Csc

  Feb 2009 - Mar 2014

  Wintel engineer--boeing account

  • A multi-national organization providing information technology services and professional services.• Held various Individual Admin Roles within the organization.• HP Business Process Monitor Admin: Responsible for writing and configuring monitors using HP BAC/BPM to monitor Boeing's critical applications.• Systems Integration Specialist: Tasked with maintaining Windows Servers, including the elimination of Win2k servers and migration of Win2k3 servers from physical to virtual environments.• X86 VM Migration Technician: Managed P2V and V2V migrations for Boeing using VMware Converter and VMClient.• Planned and executed upgrades to system hardware and software.• Diagnosed and resolved hardware and software issues.• Effectively resolved issues and escalated problems with knowledgeable support and quality service. Show less

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  Foulk consulting

  Mar 2014 - May 2022

  • Provided strategic solutions offerings to decision makers around IT Operations Management and ITSM projects for customers.• Collaborated with account executives to create sales plans and forecasts.• Collaborated with product managers and other groups, ensuring the successful execution of the sales strategy.• Analyzed problematic areas to provide recommendations and solutions.• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.• Created and developed detailed work plans to meet business priorities and deadlines. Show less • Sustained duties inherited from J9 following the acquisition by Foulk Consulting.• Oversight of the HP/MicroFocus ITOM and ADM software suite of tools.• Administration of multiple ticketing systems (Zendesk and Freshdesk) for both internal and external customers.• Management of on-call duties and project-related support for Consultants during installations.• Collaborative Pre-Sales engagement with the Sales team to ensure customers comprehended technical intricacies prior to project initiation or purchases.• Facilitated tracking of documentation and software updates from various vendors, ensuring prompt accessibility for clients, alongside Consultants, Sales, and Management.• Execution of technical resolutions to resolve customer issues and elevate satisfaction levels.• Methodical documentation of technical issues and solutions for comprehensive history tracking and accurate logs maintenance.• Explored and implemented innovative technologies and methodologies to enhance support processes and deliver superior services to customers.• Conducted thorough research to pinpoint and implement effective solutions for technical challenges. Show less

  • Consultant

    Jan 2022 - May 2022

  • Senior Support Engineer

    Mar 2014 - Dec 2021
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  Moogsoft

  Jun 2022 - Aug 2023

  Solutions consultant

  • Served as an AI-driven observability leader, providing intelligent monitoring solutions for smart DevOps. Led and/or participated in discovery sessions with customers, pre-sales engineers, and others for enterprise customers (including US Bank, SVB, Cable One, Merck, Neiman Marcus, and more) to understand their business objectives and system requirements.• Provided consultative guidance to customers to help them understand and achieve rapid time to value from their Moogsoft solution.• Collaborated with Moogsoft engineering and professional services to design the solution that best met the customer's requirements.• Led the hands-on building of the solution for Moogsoft On-Prem & Hosted, leveraging core Moogsoft configuration capabilities. Led testing to ensure the solution performed as designed, led customer training sessions, and supported customers through the go-live process, playing a key role in promoting solution adoption.• Provided expert guidance and adoption services for Moogsoft Cloud.• Collaborated with the PMO to understand assigned project responsibilities and kept projects on budget and on schedule, communicating effectively and in a timely manner to identify and resolve any issues that arose.• Worked with the Product team for any enhancement requests to the products identified during the solution deployment.• Presented and articulated advanced product features, benefits, and overall product solutions.• Developed post-sale technical processes for installation and technical support.• Developed and maintained long-term relationships with clients, fostering strong service bonds.• Coordinated support responses to customer issues, verifying the closure of concerns and the correction of deficiencies.• Managed multiple deployments consecutively. Show less

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  Dell technologies

  Apr 2024 - now

  Principal moogsoft engineer