Resume

NPact(formerly Fusion Labs) – Remote - IT Consultant(Systems Engineer responsibilities) -October 2023 – Current

• Reduced Customer Onboarding by 80% through Powershell automation that integrated: SSRS, SQL, AD, DNS, IIS, Group Policy, ADO pipeline, and 1Password
• Reduced business cost by over 200k by consolidating vendors and systems to meet company goals
• Migrated over 50 workstations from on prem domain to Azure Domain
• Preparing for SOC2 Audit to meet company compliance goals
• Technology used: Jira, Confluence, VMWare, VSphere VMware, Power Automate, SQL, Powershell, Intune, o365 administration

Synoptek(Contracted to Transportation Insight) – Remote - Systems Engineer 2 - October 2024 – February 2025

• Created SOP documentation for customer systems to ensure consistent support standards during and after transition
• Migrated Datadog monitoring to LogicMonitor to allow existing teams to support the customer
• Migrated Bigfix to Datto and Intune for package and image deployment
• Technology Used: Secret Server, ServiceNow, Devolutions, Datto, LogicMonitor, Intune

Transportation Insight – Remote - Systems Administrator - April 2022 – October 2024

• Managed physical(Dell PowerEdge and HPE ProLiant), Virtual(VMWare and Hyper-V) and Cloud(Azure and AWS) servers in a hybrid multi-tenant environment with even distribution of Windows and Linux servers
• Executed team training to allow new team members onboarding to be reduced by 2 months
• Spearheaded documentation efforts to create and centralize network, infrasturcure, applications and databases with historical stakeholders and troubleshooting options to reduce reliance on knowledge silos
• Coordinated cross-functional teams through ServiceNow to deploy and support internal applications and infrastructure
• Consolidated Nagios, what’s up Gold and New Relic to Datadog to reduce costs and duplicate alerting
• Ensured SSL certificates were updated to reduce downtime of production sites and applications
• Regular Critical Incident Response member: regular participation and resolution of business impacting outages, including root cause analysis and implementation of long term fixes
• Administrative and Infrastructure support of Tableau, including Tableau Server migrations and upgrades, Tableau Bridges configuration and maintenance, Tableau cloud management
• Implemented Delinea and Active Directory to setup and configure privileged accounts and groups to align with Identity and Access Management best practices
• Team SME on Training, Tableau, documentation standards, Software packaging and deployment
• Upgraded 20+ ESXI Hosts annually to ensure support and minimize security vulnerabilities.
• Created powershell script to reduce SFTP site and user setup by 90%
• Technology: Zendesk, ServiceNow, Jira, Delinea, PDQ, Bigfix, Powershell, Tableau, DataDog, What’s Up Gold, Nagios, OpenSSL, DNSMadeEasy, Active Directory, Entra ID, Bash, Powershell, Visual Basic, Cerberus FTP, VMWare Vsphere, Hyper-V failover cluster manager, ESXI Hosts, Nimble Storage, Keeper, LastPass

Application Support Technician - Transportation Insight - Remote - October 2021 to April 2022

Analyzed software and system shortcomings, determined their causes, and implemented remedies to fix technical issues reported by users. Assisted individuals with using software by demonstrating procedures. Answered queries, offered detailed instructions, and provided training on application features and functionality. Aided in the process of installing and setting up software on end-user devices. Collaborated with software developers to identify and resolve software issues or bugs. Worked with Jira, Zendesk and ServiceNow for tickets and project updates.  

• Delivered assistance with Cognos 10, Cognos 11, Mercury Gate TMS, several in-house programs, and Salesforce. 
• Consistently recognized as the team's top ticket leader, averaged 50+ tickets per week 
• Facilitated the training of new team members and the development of efficiency-boosting JavaScript programs. 

Desk side Technician - Stefanini - Overland Park, KS - December 2020 to October 2021 

Provided Tier 2 Desk side Support for Black & Veatch, including hardware replacements and warranty repairs through Dell.  Accepted tickets via Walk-ups and assignments.  Utilized user schedules to perform repairs in a timely manner. Undertook additional initiatives to assist the team. Offered end-users with hands-on technical assistance and respond to user inquiries, provide guidance on the use of various software and hardware instruments, and troubleshoot user issues. Provided guidance with system enhancements, including hardware replacement, memory expansion, and software updates. Worked with ServiceNow for tickets.  

• Successfully oversaw the setup of multiple sites and returned to the office in a post-COVID setting. 
• Automated repetitive activities using PowerShell scripts and grew into the team's expert on Dell Precision hardware. 
• Provided support for O365
• Ensured that zero tickets violated SLA.  

Help Desk Technician - Transportation Insight - Overland Park, KS - September 2019 to December 2020

Delivered IT support for a remote office, including inventory management, computer refreshment, onsite server maintenance, and desk phone troubleshooting. Oversaw Active Directory and Exchange object management, including the creation, modification, and deletion of group mailboxes, Distribution Lists, new employees, and former employees. Engaged in the training of newly hired personnel. Built Dell API-based Warranty Verification Tools. Collaborated with system administrators and infrastructure engineers. Worked with Zendesk for tickets. 

• Facilitated the relocation of professionals from in-office to full-time remote work due to COVID. 
• Developed and became the group's resident expert in PDQ (software distribution), Druva (data backup), Cisco AMP (anti-virus alerts), and WSUS (search and push updates to enterprise).  
• Consistently the team's top ticket-taker, and a recipient of the company's customer service award 

Service Desk Technician - Dell - Oklahoma City, OK - September 2018 to September 2019 

Engaged in solving multiple queries specifically for crucial clients like Boeing. Responded to inbound calls and offered Tier 1 support for software and hardware. Worked with HP Service Manager for tickets. Achieved status as a team Macintosh expert who interfaced directly with executives and internal backup software product managers.  Spearheaded the writing and updating of documentation for Tier 1 agents and the team. Provided Tier 2 assistance by email, online ticketing, and telephone. Worked with HP Service Manager and ServiceNow for tickets. 

• Accomplished an average of 12-minute handle time and ensured first call resolution 75% of the time.  
• Gained a position in the top 10% of team ranking consistently and always averaged above 95% customer satisfaction.