Responsible for managing a support ticket queue for customers that can range from 20 to 35 simultaneous tickets with either On-Premise or SaaS deployments of the Workspace ONE UEM product by VMware as part of the "Mobile Application Management" support engineer team.Have worked both remotely and in-office, balancing various team syncs with providing maximum availability to customers for specialized troubleshooting during a screen sharing session. Will scope out the issue, work on reproducing the issue and collecting any relevant logs, and escalating any emerging issues to the product and engineering teams for analysis and potential future patching.Have worked as part of a global team to address process and procedure challenges during our 2020 Work from Home transition, working with colleagues and management to provide and resources for new-hires to the team. Created documentation for macOS and Windows internal teammates, and worked to provide updated ticket handling procedure documentation and training procedures with the management team.Various support duties include:- Setting and delivering on reasonable expectations for the customer's experience, including time to resolution and communicating clear next steps.- Root Cause analysis to be provided to a wide customer-facing audience in a clear and effective manner- MS SQL, Windows server log collection, device-side Xcode or ADB logging, API scripting with Postman or BASH and CURL. VIM, less, and grep searches to locate specific details from server-side logs.- Enrolling test Windows, iOS, macOS, and Android devices into lab Workspace ONE environments to re-produce customer issues.- Analyzing macOS Munki logging to identify application deployment issues- Workspace ONE UEM API and VPP API scripting and analysis for app management issues.

Responsible for ICE Data Services live production monitoring, maintenance and incident management in ServiceNow for Windows and Linux systems across multiple platforms and data centers round the globe. Production Operations Support is a 24/7/365 position with regular weekly maintenance windows and in-office staff during holidays. Manages ongoing production incident calls, records good documentation during the issue and actively seeks out and follows up with developers for root-cause analyses and corrective actions procedures. Ask good questions, take good notes, create temporary system access for investigation, execute live production risk mitigation and changes to keep our systems running through vital market session open and close events. Monitors daily trends of resource utilization in each environment and re-allocate host resources to containers to better utilize the environment. Worked directly with development teams to identify common issues, implement test cases, record and value-add to the results, and promote development projects into staging and production.Daily utilization of sed, grep, awk, for-loops, and bash scripting to rapidly and accurately deploy thousands of application changes simultaneously, validating system status, and applying user configuration updates, including a project to move a plaintext user login system to LDAP authentication.

Primary technical support and systems administrator for Shadow-Soft, LLC, an open-source systems integrator specializing in DevOps toolsets and Red Hat Enterprise Linux. Responsible for all IT systems and network administration for both office locations and remote workers, including physical hardware upgrades, maintenance, repairs, and user account management.Daily experience with Red Hat and Debian Linux systems administration with a strong focus on open source technologies. Personally managed systems configuration for LAMP and LEMP based applications, Infrastructure Monitoring with Icinga (a Nagios fork), enforcing security policies in SSH, UFW, IPTables, and Fail2Ban, and developing configuration deployments with Ansible. Working knowledge of automation methodology and practices through self-led training, and observing engineering staff practices and customer whiteboard sessions.Managed Cisco networking hardware from demarcation to end-user. Gained on the job training in routing, switching, and VLAN configuration, and self studied on CCNA course material to gain a better understanding of the 7-layer OSI model. Developed documentation detailing network flow, port mapping, vendor call lists, failover configuration, troubleshooting procedures, and logged vendor interactions through detailed documentation in ticketing.

Sales representative for Apple Retail, responsible for directly connecting the needs of the customer, wether business or consumer level, through the conversation and probing techniques that make Apple Retail the best place in the world to shop. Highly familiarized with the Mac, iPhone, iPad, and iPod product lines and how they interact with Apple ID, iTunes Store, and iCloud services.Certified iOS technician for the Genius Bar service of the Apple Store. Conducted thirty and sixty minute personalized training sessions for customers of the “One-to-One” program. Managed reservations, walk-in or scheduled, for iOS devices at the Genius Bar, helping to resolve both hardware and software related issues through in-depth diagnosing and troubleshooting steps. Worked with the team to cover gaps in efficiency at different customer journey steps in the store.Senior member of the Visual Merchandising team. Responsible for planning and production of product launches within the store including software imaging of iOS and Mac OS X devices, installation of storefront windows, interpretation of instruction from the corporate level and relating goals to the team, and managing repair of demo products through an in-store ticketing system.