Former Lead Hardware Engineer
MicroStrategy, Vienna, VA Feb 2000 – July 2020Technical Support Manager Supervised daily operations, including schedules, escalations, and reporting. Developed and managed BI reporting tool to maintain, track, schedule, and decommission both legacy software and hardware. Prioritized projects, identified goals, determined budget and scope, and assigned staff to reach goals. Maintained performance metrics and survey targets for quality service delivery. Handled ticketing process and responded to day-to-day needs. Performed analyses, created reports, and facilitated implementations utilizing the MicroStrategy BI toolset. Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution. Developed hardware operation, which include procurement, tracking, configuration, assignment, returns, and disposal for both iOS and Windows operating systems. Responsible for inventory ordering / management in the US and Canada ensuring yearly budget adherence – approx. $750,000.00 USD. Improved engineering processes and created workflows to acquire, configure and deliver hardware to end user.Technical Support Engineer/Computer Operator Supported end users with hardware and software needs. Performed general maintenance and repair of technical equipment. Installed software and hardware applications. Field questions pertaining to user inquiries regarding computer software or hardware and presented solutions. Installed, maintained, monitored, analyzed, and troubleshot equipment and software in support of computer operations.Computer Support Specialist Performed regular maintenance to ensure networks were operating correctly. Troubleshot networks (LANs, WANs) and Internet systems. Worked with users to properly diagnose problems and work through the fix. Trained users to work with new computer hardware or software.
