*Manage Technical Support Engineering team, focusing on strategy implementation and operational excellence.*Plan and assist in hiring, training, and performance evaluations of staff.*Developing and managing budgets, policies, and procedures to support the functional infrastructure.*Identify opportunities for improvement and implements solutions to enhance efficiency and effectiveness.*Collaborate with other departments to achieve company-wide goals.

• Assisting customers in Installation and Upgrades of the Hyperscience Platform.• Troubleshooting technical issues and managing support escalations.• Designing and managing the Zendesk ticketing platform.• Managing OpsGenie rotations and alerts for on-call rotations.• Implementing procedures, workflows, and standard operating procedures.• Training new team members on the usage of Zendesk, Opsgenie, and the Hyperscience Platform.• Working interdepartmentally on company-wide initiatives.• Interviewing/vetting candidates for other internal positions.• Working to rebuild company Values & Culture with the Global Culture Committee.• Co-authoring the monthly company newsletter.

Assist customers with support incidents in the areas of Reporting, Licensing, Configuration, Installation, Backup and Recovery, amongst other topics.• Performed log review and remote sessions to diagnose and resolve customer issues.• Trained other Frontline team members in the basics of Server and Media Management incidents to enable them for future opportunities.

WIndows & Linux system administrator managing software installs and maintenance for clients.