Experience

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  Hostdime global

  Feb 2016 - Oct 2017

  Responsibilities: - Responsible for a stable client base and server environment including live support for managed servers. - Extensive experience in LAMP, SSL/TLS, DNS, domain name control, cPanel, Plesk, IIS, Outlook, O365, email, networking, server hardening, redundancy, backups, and much more. - Perform virtualization configuration, optimization, and monitoring including OpenVZ, KVM, and Xen.- System administration duties including live abuse response, server analytics, and upgrade solutions.- Maintain diagnostic troubleshooting skills emphasizing documentation, root cause analysis, and actionable solutions.- Comprehensive understanding of operating platforms, connectivity, security, and information management.- Contribute to internal company knowledge bases. Show less

  • Advanced Support Technician II at HostDime.com

    Jan 2017 - Oct 2017

  • Advanced Support Technician I

    Feb 2016 - Jan 2017
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  Ubreakifix

  Mar 2018 - now

  Responsibilities and Duties:• Lead for all Jira ticket queues for developer support and incident escalations.• Partner with major players (Samsung, Google, Verizon, Asurion) in order to achieve and maintain system integrations.• Assist with Jira Administration for the organization of 300+ users.• Assist with developing, creating, maintaining, improving SRE/PRD documents for multiple projects throughout the software development lifecycle (SDLC).• Oversees and optimizes organizational, operational development processes to increase support efficiency and better response• Responsible for implementation of support processes• Knowledge Writer• Problem Manager• Escalated Tickets Manager• Support (Help Desk) Stakeholder• Contact between SRE (Site Reliability Engineering) team and Support (Help Desk)• Liaison between Partner teams (Samsung, Google, Verizon, Asurion, Distro, etc) and Support• Atlassian Jira & Confluence Administrator• UBIF Google User Account Administrator• Lead for assistance and onboarding with Slack • Lead Support Analyst and Store Support Specialist• Coach support agents, specialists, and stores Show less Responsibilities: • Provide technical support to franchisees and repair technicians at the store level.• Confidently resolve issues independently through making sound business decisions, keeping brand recognition and maintaining the ultimate support experience with every interaction.• Diagnose and resolve problems in the areas of computer hardware and operating system software, applications and connected peripherals.• Provide support for proprietary in-house point of sale system• Field incoming requests from users via telephone, email or other established support channels• Manage support tickets submitted via internal point-of-sale system• Record all help requests, then clearing or resolving the case once the user has confirmed that the problem has been fixed• Identify and learn appropriate software and hardware used and supported by the organization• Utilize knowledge-base, FAQs, peers and all other available resources to aid in incident resolution to resolve users’ issues effectively and efficiently• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner• Maintain, update and create support documentation, instructional guides, and helpful articles for future reference• Identify trends in user feedback and review data• Make recommendations to improve the user experience based on recorded data• Escalate problems, questions, and requests to the appropriate person and or team as required Show less

  • Dev Support (Support & Escalation Analyst)

    Apr 2020 - now

  • Store Support Specialist

    Apr 2019 - now

  • Franchise Support Specialist

    Mar 2018 - now
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  Asurion

  Jun 2021 - now

  Icsd supervisor

  Overseeing operations for the internal support team of 20 individuals (with 15 direct reports) and mitigating customer service and product bottlenecks or I.T. escalations while fostering a relationship of productiveness and efficiency to resolving any and all problems internal or external alike for Asurion's 600+ tech repair retail stores and mobile units. - Managing the ITIL for practical solutions in a relatively refreshed industry of electronics repair focused around connected proprietary software which allows management and administration of inventory, inventory distribution, purchasing, point of sale, customer data, metrics, reporting, repair knowledge, etc. - Knowledge writer with over 600 written articles within related to propriety software and internal tech repair support.- Created or contributed to nearly 100% of all the internal and external standard operating procedures related to the help desk for to the 600+ franchise and corporate retail repair locations and mobile units.- Worked as the help desk stakeholder for dev requests, escalations and support tools.- Performed requirement gathering for advanced propriety software issues with thorough troubleshooting and incident tracking. Show less