Managed a team of 5 support engineers. Responsible for helping provide advanced troubleshooting techniques for all engineers on my team Coached engineers in meeting SLA, improving customer satisfaction, and efficiently managing their queue. Resolved escalated technical issues and triaged service requests that needed to be escalated. Monthly meetings with management providing reporting on KPI’s.Created reporting for monitoring KPI’s.Created and improved documentation for Standard operating procedures.Manage Azure US Gov Environment

Deploy to large scale environments in both physical and virtual environments (Azure).Deploy daily, weekly, monthly updates and patches to over 50 partner services (cloud based applications).Install, configure and test equipment on specialized platforms (Proxy web site and it is corresponding hardware). Perform periodic testing of all networks and systems. Analyze and evaluate performance and optimization.Coordinate with other team engineers and partner services (program manager & developer’s). Maintain, manage and update (SQL, AZURE) databases. Review and analyze system data to identify escalations and problems. Resolve and troubleshoot large complex problems. Ensure compliance of corporate laws and regulations. Cleareances: IT-2 SecretCriminal Justice Information Securities adjudicated in the following states: HI, NY, NC, AZ, KS, GA, MO, SC, IL, VT, MN, WA, AK, NJ, ME, UT, MA, TN, US, CA, IA, KY, CO, MI, RI

Provide technical support for Daimler, Detroit Diesel, and 125+ additional accounts under their Virtual Technician program. Participate in firmware validating sessions with engineering.Administer team SharePoint site, track schedule, report status updates, and create documentation.Monitor data usage, oversee OTAs, and resolve network issues.

Provided technical support for internal employees and end users via telephone, email, and in person.Diagnosed customer issues and helped end users resolve issues through problem-solving steps. Documented, tracked, and monitored technical issues in SalesForce to ensure timely resolution. Involved in testing of hardware and software products and provided feedback to upper management.

Managed a team of 10-15 SLA support agents. Responsible for helping provide advanced troubleshooting techniques for all Tier 1 agents on the floor this would typically range from 20 – 40 agents. Coached agents in meeting SLA, improving customer satisfaction, and efficiently managing their queue. Resolved escalated technical issues and triaged service requests that needed to be escalated to Tier 3 agents. Team was consistently in the top 3 for customer satisfaction.

Responsible for managing a team of 10-15 Tier 1 agents. Responsible for helping provide advanced troubleshooting techniques for all Tier 1 agents on the floor this would typically range from 50 – 100 agents. Assisted Agents with troubleshooting difficult service requests.Provided support for escalated calls or when agents couldn’t resolve technical issues.Created training materials and mentoring for new agents.

Provided technical support for Account Administrators in the Business Productivity OnlineStandard Suite (BPOS-S) space.Diagnosed and resolved technical issues within an enterprise environment, including system crashes, slow-downs and data recoveries. Tracked technical issues and ensured timely documentation, escalation, and closure of service requests.Achieved a perfect SLA of 100% for the entire duration.

Provided networking/desktop support and performed mainframe and account maintenance tasks. Received accolades for teamwork, flexibility, and excellence in providing IT support to students and faculty.Student Body Government Freshmen Representative: Served as a liaison between the student body and the college administration. Created a community for the students, organized campus wide activities, and coordinated fundraising efforts.