I have done website design for many years on and off, working with many of the different new technologies that have popped up over the years. I currently monitor and support just a handful of sites. I've found myself being more interested in other languages such as Python and have moved towards a focus on backend work, although I still enjoy web design and it is what I cut my teeth on in my early years.

As an Enterprise Operations Center Technician, I am responsible for the monitoring of cloud storage platforms, mobile device activation solutions, and our IoT platform for customers. I monitor both production and nonproduction systems to proactively identify service impacting events including hardware, software, network, and facility issues to ensure the best service for our clients. I perform health checks on the various applications to ensure they are running and if there is an issue, work to resolve it in an expedited timeframe. I regularly develop and implement tools or scripts and updated procedures to maximize our efficiency and optimize the team’s performance.

In this leadership position, I acted as the subject matter expert for less experienced team members, coordinated with the LAN team (ITSM team) to provide in-depth troubleshooting, imaged and set up laptops, configured workstations, and managed the team’s Confluence space. To provide outstanding customer service and support for team members and management, I needed to communicate effectively and worked diligently to achieve goals and meet the needs of our customers. During this time, I also played an instrumental role in the establishment of an International Service Desk team based out of India.

I developed and maintained a thorough knowledge base on Confluence for my team and other employees. I took customer calls and emails from colleagues, as well as customers, with issues or complaints to resolve. I was responsible for troubleshooting and delegating between teams to provide quick problem resolution. My meticulous work and dedication were recognized when I was awarded Employee of the Month for performance excellence and was promoted to a Senior Agent position.