Experience

• 

  Fbop corporation

  Jan 2002 - Jan 2005

  Proof operator
• 

  Fbop corporation

  Dec 2005 - Jul 2006

  Item processing clerk
• 

  Park national bank

  Jul 2006 - Feb 2010

  Systems administrator

  - Diagnosis and troubleshoot day to day PC hardware, software, networking, and telecommunication problems for all FBOP Bank users.- Installation and upgrading of PCs and software- Remote support for end users using SMS.- Responsible for the installation, deployment, and configuration of laptops/desktops, printers, Cisco IP Phones, scanners, and blackberry devices using Blackberry Enterprise ServerResponsible for timely escalation to IT Manager where PC hardware and software problems cannot be resolved within 24 hours of original report.- Inputs all FBOP Bank user requests and problems to the Track-1T system within 1 hour of original request or problem report. - Responsible for first level Windows XP, Windows 2003 & Active Directory administration and troubleshooting for all FBOP Bank locations.- Responsible for setting up network printers, diagnosing all network printing problems, and timely recommendation of corrective action.- Responsible for creating, modifying and deleting Active Directory Users, groups, and distribution lists. - Responsible for a complete knowledge and adherence of all FBOP Technical & Security standards and policies.- Responsible for creating technical documentation for software installations and FBOP bank policy and procedures training of Systems Administrator team.- Help desk liaison for disaster recovery planning for critical departments. Responsibilities include planning and managing disaster recovery sites, software and hardware configuration for critical applications and components, and acting as the first level of support for the testing phases. Show less

• 

  West monroe

  Feb 2010 - May 2017

  Help Desk/Break Fix:Provide advanced escalation support for unresolved issues Provide on-site support at client when necessaryPerform troubleshooting analysis of servers, networks and applications.Manage and close tickets based on established policies and procedures. Escalate unresolved issues to WMP Senior Engineer or WMP Consultant. Create and approve Knowledgebase articles. Provide on-call support during off hours and weekends.Lead and manage multiple clients.Manage vendor relationships and coordinate communication.Lead advanced troubleshooting and long term fix.Follow up with end user to assure appropriate resolution.Follow up with client sponsor to communicate issue resolution, root cause and potential future improvementsMonitoring:Monitor system performance reports. Monitor network usage reports. Evaluate and provide recommendations on monitoring sets.Assist with troubleshooting escalated monitoring tickets.Maintenance:Manage complex system updates. Conduct onsite client onboarding tasks.Handle application maintenance escalations.Undertake routine preventative measures and implement, maintain and monitor system security. Review applicable scripts.Approve changes to client environmentProjects:Participate in client status meetings. Install new hardware, systems and software upgrades. Implement new systems and software. Provide time and equipment cost estimates. Design non-complex systems. Manage multiple vendors. Create options and pros/cons for simple proposals. Perform environment assessment and documentation for new client onboarding.Lead projects with supervision Show less I support and respond to end-user inquiries for a wide-range of clients and technologies including but not limited to SalesLogix, Citrix, Windows Server 2003/2008, Exchange 2003/2007, Windows 7, iPhone, Blackberry, BES, Active Directory, Q-Pulse, Bizcon, SharePoint, Microsoft Online Business Productivity tool, Websense, Mxlogic, Entourage, Sonicwall Firewalls, Cisco Unity and Call Manager Express.I monitor our clients system uptime and troubleshoot outages. I also create and schedule scripts in our monitoring tool, Kaseya, for automated installs, system optimization, patching, and other administrative tasks. Show less

  • Senior Engineer

    Oct 2016 - May 2017

  • Engineer

    Oct 2012 - Oct 2016

  • Senior Service Desk Analyst, Managed Services

    Feb 2010 - Sept 2012
• 

  Groupon

  Jul 2017 - now

  • Information Technology Team Lead

    Mar 2022 - now

  • Jira Administrator

    Jan 2018 - now

  • Senior Desktop Support Analyst

    Jul 2017 - Mar 2022