Patch management and implementation in support of federal, national, and regional NERC CIP cyber security policies on Evergy infrastructure equipment.Infrastructure buildout and support for multiple internal customers.Application deployment and maintenance including RSA, VMWare, Device42, and Tripwire.End to end support of remote laptops utilized by 100% remote technicians supporting and calibrating the electric grid.

Compliance management for federal, national, and regional NERC CIP cyber security policies on KCP&L designated infrastructure equipment.

Compliance management for federal, national, and regional NERC CIP cyber security policies on KCP&L designated infrastructure equipment.

Managed computer equipment upgrade project including 1,000 desktop and laptop PCs and peripherals. Coordination of team doing software surveys on site and deployment of new machines including scheduling and post deployment troubleshooting and problem resolution when necessary.

Managed roadmap and life cycle planning on mobile broadband products, including embedded hotspots, USB data cards, phone connect, and fixed wireless routers.Met customer needs by appropriately positioning solutions for business and retail customers as subject matter expert for marketing, sales, pricing, customer care, and engineering teams.Achieved 25% reduction in defects at product launch by aligning network and device strategies, vendor selection, and requirements delivery for 14 unique products involving CDMA, WiMAX, and LTE network technologies. Vendors included Novatel Wireless, Franklin Wireless, Sierra Wireless, Netgear, ZTE, Huawei, Smith Micro, Lenovo, Samsung, Dell, and Fujitsu.Created an easy interface for vendor discussions and problem resolution by driving all phases of product lifecycle. Product lifecycle included vendor and feature selection, product requirements / enhancements, user design, pre-launch testing, post-launch troubleshooting, maintenance releases, and end of life planning.Reduced vendors from 5 to 2 through product portfolio evaluation and deselection of non-performing providers, enabling better purchasing power across fewer suppliers and lowering solution costs.Managed development of host-less connection management for USB data cards, enabling no software install on customer PCs translating to fewer customer service calls and higher customer satisfaction.Analyzed prepaid and postpaid customer data together, executing new, holistic approach that resulted in economies of scale in purchasing decisions.Filled gaps in test plans, ensuring all features were adequately tested. Performed in tech support roles, conducting troubleshooting, and testing for Windows 95 / 98 / NT / 2000 / XP / 7 / 8, LINUX, Google Chrome, Google Android, Web OS, and Apple IOS.Special projects: billing system enhancements, LTE network enhancements, LTE only devices, Carrier Aggregation, and small cell network solutions.

Charged with Tier 3, business sales support in wireless devices / solutions for distributed sales organization on CDMA 1XRTT, EVDO, Wimax, LTE, and iDen networks, wireless business applications, broadband devices, and messaging platforms. Ensured products were ready to be sold, implemented, and supported after launch. Acted as business sales interface for marketing and product development teams regarding business requirements, solution testing, product sales positioning, operational support, and implementation processes.Achieved customer experience consistency by developing implementation process methodology for business customers, which was repeated on 6 solutions.Engaged in all aspects of business sales and support as a Tier 3 shared technical resource consultant. Improved customer experience before and after sales by providing device and solution technical-design help and end-state problem / escalation resolution.Reduced customer escalations by writing technical solution presentations and documentation for training, installation, and troubleshooting, thereby enabling field sales staff to accurately represent solution capabilities.Championed technical product subject matter expert role, providing solution overviews and Q & A to Fortune 500 executives in Sprint Executive Briefing centers.

Consulted as project “firefighter” within Sprint LTD Enabling Technologies and Executive Services groups on desktop / server configuration, troubleshooting, and solution rollout.Saved $7.5M by empowering software enterprise licensing and consolidating support processes across 85K PCs / 6.5K servers through standardization of PC and server system image development across 3 Sprint divisions.Deployed Microsoft Systems Management Server on 25K desktops in LTD and Executive Services organizations enabling remote management of PCs across 100’s of site locations, reducing desktop technician workload and increasing PC reliability with remotely installed patch updates.Reduced PC / server downtime and lost productivity by identifying and cataloging thousands of software packages across non-standard PC configurations and Y2K remediation of non-compliant software on an expedited project timeline.Provided desktop PC software / hardware support for Sprint LTD Enabling Technologies and Executive Services departments supporting Sprint senior executives and their staff, including: user account maintenance, Microsoft Exchange email and HP Openmail support, Microsoft Office, Windows NT 4.0 and Windows 2000 Professional, Microsoft Outlook applications, deployment of Microsoft Systems Management Server. Hardware troubleshooting, system builds, and the testing / evaluation of new products and services.

Contracted on site support for Yellow Freight Systems at their company headquarters in Overland Park, KSDesktop software / hardware support utilizing Microsoft Windows 3.11, Windows 95, & Windows NT operating systems. Hardware repair and Tier 2 software support for 650+ NEC Versa laptop computers utilized by remote marketing staff. Software and hardware install and break-fix support on Toshiba, NEC, IBM, and Compaq laptops; Toshiba, Dell, & Compaq desktop systems, and HP LaserJet printers. Windows NT & Novell LAN user administration for existing accounts.

Field Service support with full responsibility for maintaining good customer relations after the sale, as well as fixing system & peripheral problems for 54 customers.On-site planning, installation, service, and preventative maintenance of systems for retail auto parts and hardware stores, lumberyards, and decorating centers. Provided hardware & software support on MS-DOS, Windows, & UNIX based PCs. Intel 286, 386, 486, & Pentium based systems utilizing ISA, EISA, VLB & PCI motherboard configurations with IDE & SCSI hard drive, CD-Rom, & tape backup systems. Repair of Okidata, Texas Instruments, Wyse, and Altos printers and terminals.

Performed daily mainframe operation, printing assignments, and system backups. Installation, maintenance, and troubleshooting of system terminals, desktop PCs, and peripheral equipment.

Supervised purchasing, invoicing, shipping, and receiving of computer and copier supplies inventory, retail sales, and customer service. Assisted with employee reviews, hiring, and termination.