Experience

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  Experience, inc/hero's experience

  Jan 2006 - Aug 2006

  Database programmer

  Created a multi-layered database using mySQL for a start-up company.

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  Career connections, inc

  Mar 2007 - Nov 2007

  Customer service representative at ibm

  Primary tier support for all consumer bought IBM/Lenovo computers. Assisted customers via phone and chat service using Remedy ticketing system. Assisted customers with networking issues, backup and recovery and virus/spyware issues. Used Avaya remote desktop connection for hands on assistance. Researched and authored documents for our local internal knowledge database

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  Equiom

  Nov 2007 - May 2009

  Jr. systems administrator at microsoft

  Replaced basic hardware including hard drives and array controllers as needed for a lab of over 1200 servers. Deployed Operating Systems, Windows Updates, and other software packages to all servers using a combination of Automated Deployment System (ADS), System Management Server (SMS), and Altiris Deployment Server. Coordinated and facilitated data moves on raided hard drives ranging from 5TB to 110TB in size on a monthly basis.

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  Baxa corporation

  Jul 2009 - Mar 2011

  Pc\lan tech

  Assisted end users with issues submitted through Footprints Ticketing system. Aided in the imaging of user computers using Symantec Ghost. Also installed job related software by hand. Setup user computer stations during headquarter building move. Repaired computers as needed according to the user submitted tickets in Footprints. Successfully installed System Center Configuration Manager for asset management and application distribution. Facilitated the migration of users and computers from an acquisition’s domain to internal proprietary domain. Correlated information on dependencies for shutting down and turning up servers for datacenter move. Point of contact for IT testing and user authentication testing after datacenter relocation. Managed a MediaSite system for live webcasting all company meetings. Administered an Ipswitch DMZ File Exchange system. Show less

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  Four winds interactive

  May 2011 - Mar 2012

  Technical support representative

  Assisted customers over the phone and remotely via Log Me In.Created customers and cases in SalesForce for tracking purposes.Worked with Field Services department to configure and ship replacement computers.Aided the Signage Development department on complex signage architecture support cases to resolve customer complaints and issues.Coordinated with the Customer Service Managers on particular issues that result in unsatisfactory customer experiences. Assisted with the resolution of these issues. Show less

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  Nuaxis, llc

  Oct 2012 - Mar 2013

  Service center analyst i

  Assisting with a Windows XP to Windows 7 user computer migration.

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  Crgt inc.

  Jun 2013 - Jul 2013

  It specialist/tier ii help desk

  Helped maintain the SCCM environment.

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  Vmware

  Jul 2013 - Oct 2022

  Assist customers over the phone with issues in their VMware environments. Screen share via Zoom or Teams not always available for Federal customers so sometimes troubleshooting blind. Work as part of the after hours team assisting customers with production down issues outside of normal business hours. Triage and open new cases in SalesForce. Determine whether customer is a Federal customer or whether they need to be redirected to the commercial teams. Verify that the customer has active support and whether active contracts have Federal SKUs. Run reports every week to determine what cases the weekend and overnight weekend teams can assist the weekday team with and delegate these cases to these teams. Work with management to identify any cases not reflected by the reports for the weekend teams to look at as well. Products supported include vSphere, Horizon View, App Volumes, and Dynamic Environment Manager. Show less Assist customers over the phone with issues in their VMware environments. Screen share via Zoom or Teams not always available for Federal customers so sometimes troubleshooting blind. Work as part of the after hours team assisting customers with production down issues outside of normal business hours. Triage and open new cases in SalesForce. Determine whether customer is a Federal customer or whether they need to be redirected to the commercial teams. Verify that the customer has active support and whether active contracts have Federal SKUs. Run reports every week to determine what cases the weekend and overnight weekend teams can assist the weekday team with and delegate these cases to these teams. Work with management to identify any cases not reflected by the reports for the weekend teams to look at as well. Products supported include vSphere, Horizon View, App Volumes, and Dynamic Environment Manager. Show less

  • Senior Federal Technical Support Engineer

    Aug 2019 - Oct 2022

  • Federal Technical Support Engineer

    Apr 2017 - Aug 2019

  • Technical Support Engineer End User Computing

    Jul 2013 - Mar 2017
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  Dizzion | digital workspaces

  Oct 2022 - now

  Technical support engineer

  Manage Horizon environments in multiple datacenters across the world including upgrading infrastructure, maintaining golden images, maintaining SSL certificates. Assist in creating documentation for Horizon processes. Open tickets in Connectwise then ZenDesk for customers and internal communication.