• Linux administration• Amazon Web Services (AWS) Administration• Experience with monitoring tools (Zabbix, New Relic, Datadog, etc)• Experience with Apache, Tomcat, Cassandra, Kafka and MySQL• Monitoring Production systems• Production Certificate rotations• Contribute to new product implementation and provide upkeep to existing products and services• Running and maintaining Production infrastructure hosted on AWS• Participate as a technical expert providing solutions to operations problems.

Technical Support Engineer Ping Identity• Manage high caseloads with varying levels of severity and priority• Scope, document and resolve customer tickets by researching functionality and usability related issues; working with our customer’s IT personnel to understand the nature of the issue and communicate steps to resolution. • Contribution to our Knowledge Base • Maintained various VM environments to replicate and troubleshoot issues. • Provide prompt, friendly and knowledgeable support to our customer base.

Field Services Internetworking Atlantic Inc.• Install modem, routing and switching equipment onsite at customer premise• Deploy phones and provide training on each handset type• Troubleshoot issues in the field ranging from Telephony issues to Networking issues• Install and troubleshoot wireless equipment• Fiber installation• Equipment maintenance (UPS, Switches, Routers, etc.)

• Knowledge of IP addressing, DHCP, DNS, RDP, and WAN• Experience installing software, patches, updates on desktops, laptops and related equipment• Experience troubleshooting basic network, software and printing problems• Highly skilled in troubleshooting hardware, software, LAN, and operating system issues• In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals• Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs• Demonstrated ability to provide user support by means of remote access tools• Proven skills in Windows Operating Systems, Microsoft Office 2007/2010, BMC Remedy, Avaya, Aspect and Antivirus software• Experience with Active Directory• Documented success in responding all inquiries and tickets in a timely mannerADDITIONAL DUTIESData Center• Install, cable, and power equipment in the Data Center following DCM Standards.• Replace failed hard disks when required• Setup crash cart and connect when required.• Ensuring that the Data Center is kept cleanTelecom• Provision Cisco IP phones using Cisco Unified Call Manager• Troubleshoot phone issues• Configure and deploy Avaya phone system to Contact Center floor• Ongoing support for Avaya phone system• Setup and configuring of Cisco IP CommunicatorMedia Support• Assist and troubleshoot any media services equipment (both video and audio conferences)• Setup Global Town Halls using Crestron media systems

• Technical triaging, providing status updates and communications to management and end-users and acting as the IT Single-Point-of-Contact for customers to ensure they maintain maximum productivity. • Process emails, calls and interact directly with in-person walk-up requests. • Install, upgrade and troubleshoot problems with Microsoft Windows, Office, Exchange, Active Directory, as well as BlackBerry and VPN; maintain password and data integrity of various systems; install, configure, troubleshoot and repair laptops, handhelds and other hardware peripherals. • Computer and laptop hardware components and experience diagnosing and troubleshooting both hardware and software issues • Active Directory and Exchange administration • Proficiency in a broad range of IT activities as well as the ability to collect and organize information • Working with Remedy Ticket tracking system • Follow policies / procedures, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required

• Experience providing world class customer support (in person, on email or by telephone) • Troubleshooting skills with POP3, SMTP and IMAP protocols • Ability to diffuse situations with a consistently positive attitude • Resolving technical issues on first contact • Ability to work well as part of a global team • Flexibility to adapt to a rapidly changing and growing environment • Ability to work rotating shifts in a 24/7 environment • Basic computer networking skills