Manage a team of two iManage Application AdministratorsResponsible for the administration and maintenance of the iManage application systemCollaborate with cross-functional teams to provide technical support and troubleshooting for iManage system issuesDevelop and implement iManage system policies and procedures to ensure optimal system performanceMonitor and analyze system logs to identify and resolve issues

Led the upgrade of the iManage IDOL indexer to the iManage RAVN IndexerSuccessfully migrated to inTapp Walls from a custom SQL-based solutionImplemented an upgrade from 9.x WorkSite Server to 10.x Work ServerFacilitated the transition from FileSite/DeskSite to 10.x Work Clients

Actively monitor and optimize system performance to ensure optimal functionalityPlan and execute upgrades, patches, and migrationsManage job setup, scheduling, and log file maintenanceProvide SQL Database Administration for the Document Management SystemParticipate in disaster recovery planning and testingEnsure thorough documentation of all strategies, processes, and procedures related to the system's implementation and supportCollaborate with hardware and OS technical teams to ensure seamless integration with each systemCollaborate with database technical teams to ensure proper integration with each systemWork closely with other members of the Technology Services Group to resolve customer inquiries and issues, and ensure timely follow-upProvide functional support to super users and Information Management staff across office locationsMaintain and enforce standards for document classification, indexing, and processing

• Provided Level 3 support for the Server Side applications• Analyze, diagnose, and resolve software and configuration issues in complex multi-tiered application environments• Deep technical knowledge of the HP Autonomy business solutions• Effectively collaborate with customer engineers and system integrators to support complex system deployment projects• Deep technical knowledge of Microsoft Windows Servers, networking, relational databases, mobile smart devices, Microsoft desktop software, and web technologies• Created environment consisting of Windows Domain, Exchange as large project for the QA team.• Served as a mentor to a new hire, helped configure environment, and get up to speed to taking tickets• Traveled to Costa Rica to assist in the training of the new engineering on the WorkSite IDOL Indexer• Documented, tested and reproduced over 85 WorkSite software issues in engineering ticket system JIRA• Developed team knowledge share articles, customer facing blogs, and WorkSite case solutions• Created environment for new support team of 20 VMs consisting of a Domain, Exchange, SQL, WorkSite DMS, and clients for engineering to have an environment to test with• Configured and continue to maintain 2 Esxi machines with 10 virtual machines for troubleshooting

• Helped get support teams metrics from unacceptable to exceptional, by effectively reducing team call hold times, response times, and resolution time per ticket• Had a resolution rate above 95% for all tickets processed• Top performer on a team of 14 support engineers, handling over 12 support cases per day• Introduced team to new ESXi to help each team member have stable environments• Guided new team member being brought on-board during live call sessions with customers• Brought and shared knowledge of networking and server maintenance to the team

Provide student support and customer service.Be present, and available to students, faculty and staff requiring technical assistance.Monitors student activities for the purpose of maintaining a safe environment conducive to learning.

Create labs, and setup virtual environments for students to practice, and learn new skills