▪ Oversee a team of three IT employees in addition to completing systems administrator tasks▪ Serve as a point of contact for help desk escalations; resolve escalated issues effectively▪ Operate as second-in-command to the Director of IT, backfilling for his role as needed and taking part in both management responsibilities and project management.▪ Manage attendance and timesheets with consistently accurate reporting and efficient staffing▪ Mentor team members through various… Show more ▪ Oversee a team of three IT employees in addition to completing systems administrator tasks▪ Serve as a point of contact for help desk escalations; resolve escalated issues effectively▪ Operate as second-in-command to the Director of IT, backfilling for his role as needed and taking part in both management responsibilities and project management.▪ Manage attendance and timesheets with consistently accurate reporting and efficient staffing▪ Mentor team members through various difficult situations and issues that they encounter in their roles, using regular meetings and objectives to help them succeed.▪ Responsible for the maintenance, configuration, and reliable operation of the company's servers, as well as management of cloud-based solutions.▪ Manage and maintain a virtual environment including creation of virtual servers, allocation of available resources, and monitoring of physical hosts. ▪ Manage migrations from legacy systems to cloud-based solutions.▪ Perform/automate regular backups, and implement processes for data protection as well as disaster recovery.▪ Build and maintain server-based solutions to support the needs of the business; write documentation and provided end-user training for new applications where applicable.▪ Responsible for troubleshooting hardware and software errors by running diagnostics, prioritizing problems, assessing impact of issues, establishing and implementing a plan of action, and documenting findings, actions, and outcomes. ▪ Perform helpdesk support tasks, making sure all issues are resolved in a timely manner with limited disruptions to business operations.▪ Work in tandem with other IT staff to ensure all systems function efficiently together, adhere to security policies, and provide the best possible end-user experience.▪ Plan and perform any required after-hours maintenance, and implement processes to notify affected users of expected changes/downtime while minimizing impact to daily operations. Show less

▪ Responsible for the maintenance, configuration, and reliable operation of computer systems.▪ Installed and upgraded server components and software, and regularly assessed physical resources to proactively handle issues. ▪ Managed and maintained a virtual environment including creation of virtual servers, allocation of available resources, and monitoring of physical hosts. ▪ Performed or automated regular backup operations, and implemented appropriate processes for data protection,… Show more ▪ Responsible for the maintenance, configuration, and reliable operation of computer systems.▪ Installed and upgraded server components and software, and regularly assessed physical resources to proactively handle issues. ▪ Managed and maintained a virtual environment including creation of virtual servers, allocation of available resources, and monitoring of physical hosts. ▪ Performed or automated regular backup operations, and implemented appropriate processes for data protection, disaster recovery, and failover procedures. ▪ Built and maintained server-based solutions to support the needs of the business; wrote documentation and provided end-user training for new applications where applicable.▪ Responsible for troubleshooting hardware and software errors by running diagnostics, prioritizing problems, assessing impact of issues, establishing and implementing a plan of action, and documenting findings, actions, and outcomes. ▪ Performed helpdesk support tasks, making sure all issues were resolved in a timely manner with limited disruptions to business operations.▪ Worked in tandem with other IT staff to ensure all systems functioned efficiently together, adhered to security policies, and provided the best possible end-user experience.▪ Planned and performed any required after-hours maintenance, and implemented processes to notify affected users of expected changes/downtime while minimizing impact to daily operations. Show less

▪ Responsible for scheduling/coordinating repairs at client locations, served as liaison between client and contractor▪ Created thorough documentation of damages and the repairs done to rectify them▪ Handled tracking/processing of invoices to ensure contractors received payment as quickly as possible▪ Managed several dozen project locations concurrently

▪ Oversaw a team of ten testers in addition to managing daily operations and Release Planner role▪ Served the team as a point of contact for client escalations; resolved escalated issues effectively▪ Managed attendance and timesheets with consistently accurate reporting and efficient staffing▪ Mentored team members through various difficult situations and issues that they encountered in their roles

• Manage software releases/schedules across multiple complex platforms• Gather paperwork for in-scope work items including certifications and code trackers• Operate as the liaison between Development and Operations to prepare for releases• Coordinate with QA and Dev teams to ensure that high-quality results are delivered according to timelines

• Responsible for monitoring all defect submissions to the team• Acted as a liaison between the client and our developers• Consistently researched and implemented new methods to streamline the defect resolution process and get our clients back up and running as soon as possible.

• Tested the Spanish user interface for the client's webpage to confirm existence and verify quality of expected content.• Utilized testing tools such as JIRA and Confluence to manage test cases, defects, and documentation.• Followed up with a network of team members to ensure efficiency and consistent high quality results.

▪ Communicated efficiently with clients via phone and chat systems.▪ Performed Tier 1 troubleshooting walk-throughs to resolve or effectively diagnose issues.▪ Utilized ticketing systems and routed tickets through the proper channels.▪ Adhered to procedures for each of the aforementioned channels while consistently producing high quality tickets, detailed documentation, and positive results.▪ Maintained a strong support network between team members to assist one another and… Show more ▪ Communicated efficiently with clients via phone and chat systems.▪ Performed Tier 1 troubleshooting walk-throughs to resolve or effectively diagnose issues.▪ Utilized ticketing systems and routed tickets through the proper channels.▪ Adhered to procedures for each of the aforementioned channels while consistently producing high quality tickets, detailed documentation, and positive results.▪ Maintained a strong support network between team members to assist one another and confirm information. Show less

• Served as support to Hoya Vision Care's sales reps by providing literature, managing orders, and assisting with preparation for trade shows and expositions.• Served as assistant to the Purchasing Manager• Accountable for maintaining inventory of sales literature and tools• Responsible for various procurement tasks, including contacting vendors, entering purchase orders, completing check requests, and receiving items.• Work closely with Marketing team to complete projects and… Show more • Served as support to Hoya Vision Care's sales reps by providing literature, managing orders, and assisting with preparation for trade shows and expositions.• Served as assistant to the Purchasing Manager• Accountable for maintaining inventory of sales literature and tools• Responsible for various procurement tasks, including contacting vendors, entering purchase orders, completing check requests, and receiving items.• Work closely with Marketing team to complete projects and outreach• Demonstrated flexibility by assisting with various administrative tasks within the Hoya office, including Reception, Shipping, and Accounts Receivable. Show less

• Responsible for efficient checkout and cash handling.• Worked as part of a team to ensure that the store remained clean, stocked, and attractive.• Actively engaged and inspired the customer with genuine, relevant conversation and enthusiasm.• Promoted the REI co-op, its history, and its benefits to each new customer, and celebrated the existing members of the co-op.• Educated and outfitted the customer by providing relevant feedback and tips on outdoor equipment and drawing on… Show more • Responsible for efficient checkout and cash handling.• Worked as part of a team to ensure that the store remained clean, stocked, and attractive.• Actively engaged and inspired the customer with genuine, relevant conversation and enthusiasm.• Promoted the REI co-op, its history, and its benefits to each new customer, and celebrated the existing members of the co-op.• Educated and outfitted the customer by providing relevant feedback and tips on outdoor equipment and drawing on personal experience.• REI Climbing Wall belay certified. Show less

• Promoted to Shift Leader (April 2012)• Supervised and delegated tasks to other Service Desk Assistants• Maintained a professional atmosphere and provided exemplary customer service• Accountable for setup and knowledge of instructional media equipment• Responsible for troubleshooting technology problems while completing office and reception tasks

• Handled cash and displayed knowledge of related equipment• Demonstrated knowledge of product codes and current store promotions• Provided an efficient transaction and a positive interaction to each customer

• Instructed children of all levels in swimming techniques• Conducted surveillance and ensured safety of the aquatic facility and its patrons• Maintained excellent professional relationships with club members