Product/Process Improvement:-Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.-Provides feedback to serviceability team on functionality of products based on engagements with customers; provides feedback to the product group for product improvement.-Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions; utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.-Identifies potential defects and escalates to more senior engineers to resolve.-Applies broad knowledge of automated tools being used across other technologies and products; provides feedback for tool improvement.Response and Resolution:-Resolves escalated customer issues through problem solving, collaboration, and research.-Reviews complex issues (e.g., multiple components of a product).-Performs in-depth product troubleshooting and remediation when needed.-Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues.Readiness:-Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, quality assurance checks); develops readiness content; mentors new Technical Support Engineers; develops high level competence on support topics.

Product/Process Improvement:-Uses automated tools to deliver solutions for a wide range of issues; provides feedback on how to improve automated tools.-Provides feedback to improve products to other engineers or technical advisors.-Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.-Identifies potential defects and resolves issues.Response and Resolution-Reviews issues and contacts customers to understand issue; utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.-Resolves multiple and varied customer issues; documents technical work and research.-Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.-Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.Readiness-Attends readiness trainings and non-technical trainings to ensure proficiency in support topics.

Responsible for providing technical support to our customers throughout their lifecycle on our Glint People Success Platform.• Serve as a trusted advisor and partner, delivering best practices, guidance, and an empathetic ear;• Primary point of contact for all customer support inquiries on our People Success Platform;• Prioritize and drive timely resolution of technical support tickets;• Support Customer Success Managers and work on special projects to deliver value to our customers;• Gather regular customer feedback and suggestions and present ideas to key stakeholders internally;• Propose new ideas to continuously evolve the customer experience;• Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy and product changes that will affect users;• Document all communication with users and accounts accurately and in a timely manner via system tools;• Ensure that all issues are escalated appropriately to the correct internal departments and management.

As a Technical Relationship Manager (TRM), my overall role was to cement a close working relationship between Ivanti and the customer, helping them to strategically develop their adoption of Ivanti and AppSense technology solutions. This included providing a central focal point between the customer and the various functional divisions within Ivanti, specifically with the AppSense software product.My overall accountabilities within the TRM role included:• Developing a strong, positive strategic relationship with the customer;• Ratifying customer projects and providing guidance around further projects and upgrades, as well as worked within customer projects using Agile project methodologies;• Developing and aligning a comprehensive account plan with the customer, including documenting and providing visual representations of the customer environment, their expectations, priorities and technology deployment roadmaps;• Developing a good understanding of the customer environment and using this knowledge to proactively drive improvements and efficiencies within the customer environment;• Reviewing user stories with customers as they applied to Ivanti / AppSense products;• Providing QA and testing of Ivanti / AppSense products;• Assisting in the creation of SQL and PowerShell scripts;• Providing knowledge transfer of Ivanti / AppSense products and functionality;• Assisting with the escalation of support incidents through resolution;• Assisting in the escalation of support queries to the relevant channels;• Assisting in the creation of customer feature requests as a conduit to product management;• Advising the customer on technical best practices as their Ivanti / AppSense trusted advisor;• Using my in-depth knowledge of the customer environment to uncover additional Ivanti / AppSense product sales opportunities.

As an IT Enterprise Architect, I was responsible for assisting with designing significant components of enterprise-wide technical solutions and implementing related software and hardware. I succeeded in providing many solutions that provided excellent ROI, increased employee productivity, and lowered ongoing company costs. • I was an evangelist of the architectural vision, strategy and principles to internal staff, customers, analysts, and the executive leaders;• I utilized ITIL, TOGAF and ArchiMate enterprise architecture modeling influences to support the description, analysis, and visualization of architecture within and across business domains in an unambiguous way;• I oversaw initiatives designed to advance continuous improvement and competitive advantage;• I interacted directly with executive and senior-level management, presenting solutions and garnering financial and labor resources required for successful solution implementation;• I collaborated with stakeholder groups across the organization to ensure business and technology alignment. I proposed solutions meeting defined specifications and needs;• I provided leadership both within the team, as well as the larger IT division;• I assisted in program and project management at an enterprise level to carry solutions through vendor selection, acquisition and implementation phases, utilizing Agile methodologies;• I analyzed business, user and technical requirements for proposed web-based SaaS and on-premise solutions;• I completed in-depth analyses for business-optimization projects, reporting tools, and back-office programs;• I partnered with developers to automate manual processes, saving time and money while decreasing errors;• I performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for up to 4,000 multi-located users.

As a Senior Systems Engineer, I was responsible for the overall performance of my clients’ IT infrastructure. This included:• Working with multiple customer environments, using a variety of different technologies, hardware and software, in many challenging situations;• Using technical skills to design, install, support, and proactively manage networks for a variety of clients;• Quickly learning new software and hardware products and deploying solutions successfully, with limited resources;• Having extensive knowledge of hardware and software to maintain over 99.99% uptime across multiple environments;• Deploying, managing and troubleshooting Microsoft Exchange Server in multiple environments;• Deploying, managing and troubleshooting Microsoft SharePoint technologies in multiple environments;• Knowledge of VMware virtualization technologies in the infrastructure;• Knowledge of Windows server and client operating systems;• Knowledge of LAN/WAN/WLAN technologies;• Managing a wide variety of printing and scanning technologies.

As the IT Group Leader, I managed the IT department and was involved on all IT projects. While I was in this role:• I designed and maintained a new datacenter with dozens of physical and virtual servers, SANs, and multi-headed tape drive systems;• I designed and maintained a five-building campus network with a redundant fiber-optic backbone and multiple wiring closets;• I designed and maintained a wide area network (WAN) between our Lincoln, Germany, and UK offices;• I designed and maintained a wireless local area network (WLAN) across five buildings with seamless transfer abilities;• I designed and maintained an Active Directory (AD) network with ~1,000 hosts and users in three countries;• I trained employees internally in classroom-based computer training on Microsoft Office products.

As a Senior Consultant:• I provided computer network consulting for small and medium business networks in a variety of industries and environments;• I provided hardware and software support services, including troubleshooting, maintenance, setup and design services for clients;• I provided the highest tier of support and acted as an escalation engineer for high-visibility issues.

As the Director of Technical Training:• I developed training curriculum for classroom and onsite training with audiences varying from IT professionals to end users;• I provided instructor-led Microsoft certified training as a Microsoft Certified Trainer (MCT);• I provided classroom and onsite training for Microsoft Windows Servers, including network design, setup, maintenance, and troubleshooting;• I provided classroom and onsite certified training for many major software packages;• I administered, maintained, and troubleshooted internal IT infrastructure.

As a Systems Engineer for a mid-size direct marketing firm:• I designed, setup, and maintained internal IT infrastructure;• I designed, setup, and maintained SQL Server, Oracle Server, and Noble Demand-Dial Servers;• I provided highest-tier support for end users and was an escalation engineer for support issues.

As a Senior Technical:• I provided instructor-led Microsoft certified training as a Microsoft Certified Trainer (MCT;• I led classroom and onsite training for Microsoft Windows Servers, including network design, setup, maintenance, and troubleshooting;• I provided classroom and onsite certified training for many major software packages;• I administered, maintained, and troubleshooted internal IT infrastructure.