What I Do for IBM:* Managing a team of up to six people during day-to-day data center operations.* Compiling and presenting monthly reports regarding provisioning errors, ticket resolution metrics, power capacity/usage, and personnel training/development.* Managing the build-out and deployment of Lenovo and SuperMicro bare metal server hardware for customers while maintaining adherence to time- and service-based SLAs.* Assisting with the physical deployment, configuration, and troubleshooting of Cisco networking switches and routers, usually while working in conjunction with remote network engineers.* Deploying, configuring, and troubleshooting hardware for application and automation tests in a DevOps environment.* Promptly troubleshooting and resolving issues with customer hardware, including storage drives and RAID arrays, CPU, RAM, RAID storage controllers, and power supply units.* Resolving networking and hardware dependency issues in a wide variety of operating systems (Windows, CentOS/Rocky Linux, Ubuntu Linux, RHEL, FreeBDS etc.) to ensure prompt delivery or issue resolution.* Overseeing on-boarding and training for full-time and contract staff.* Generating new training protocols as new offerings become available and ensuring existing staff are brought up to speed on those changes.* Using Confluence and MediaWiki, developing useful and understandable technical documentation (for both hardware and software) for training and reporting purposes.* Point-of-contact within the data center for the investigation and resolution of Customer-Impacting Events (CIEs) that affect multiple customers and may involve loss of network functionality, loss of power, or loss of certain application capabilities.* Leading or contributing to Root Cause Analyses (RCAs) within ServiceNow for Customer-Impacting Events (CIEs) that effectively explain issues, how they are resolved, and how their recurrence is prevented.

What I Did at wePresent* Oversaw social media strategy in both the education and enterprise verticals for Twitter, Facebook, Instagram, and LinkedIn.* Developed and wrote content for the wePresent social media, wePresent newsletter, and the wePresent blog, including use-case and feature examples framed in the Challenger Sales model.* Wrote and edited copy for physical media, such as magazine ads, fliers, and trade show booth signage.* Worked with existing customers to highlight their use of the product by producing case studies/white papers on their end-user experiences, including technical specifics on the deploying/configuring wePresent hardware within their network.* Developed and edited technical documentation for the wePresent in conjunction with the product engineering team.* Developed and edited deployment and configuration documents in conjunction with the product technical support team.* Managed integration of HubSpot CRM software into daily workflows for both the marketing and sales teams.* Deployed and managed the company Slack server to ensure seamless integration between sales and marketing teams in the US, Europe, and South Africa.* Sought out opportunities for the wePresent hardware to be reviewed for trade publications and trade show awards, then crafted and and delivered submissions or requests for reviews.

What I Did for Popejoy:* End-user support for PC and Mac desktop and laptop systems within a Windows Active Directory environment.* Managed imaging and deployment of laptop and desktop computers for incoming Popejoy staff.* Assisted with the integration of the Popejoy domain into the main campus Active Directory domain.* Designed and implemented the Storage Area Network (SAN) structure for all departments and entities under the Popejoy umbrella within Windows Active Directory.* Deployed and maintained software and hardware for stage lighting and sound within the performance space.* Working with main campus network engineering teams, evaluated and affected changes to the networking infrastructure at the performance space in accordance with technical riders provided by touring companies.* Wrote and maintained technical documentation regarding specific deployment or configuration tasks.

What I Did for UNM-FSMNS* Point-of-contact for the resolution of user tickets for hardware, software, and account issues.* User creation and administration in both Windows Active Directory and the Novell network environments.* Resolving software issues with supported PC applications, such as Toad for Oracle, Banner ERP, Microsoft Outlook/Office.* Troubleshooting and solving hardware issues with Dell PC hardware, including submitting faulty hardware for RMA, or and acting as point-of-contact for on-site support from the vendor.* Troubleshooting and solving issues with the LAN and WAN within the building to maintain connectivity for end-users.* Troubleshooting and resolving issues with RICOH and HP printers, or acting as point-of-contact for on-site support from the vendor.* Ensuring that software dependencies for commonly-used applications within FSMNS were resolved promptly and transparently following update cycles.* Imaging, configuring, and deploying Dell Optiplex desktops and Latitude laptops for new users.* Conducting a yearly inventory audit of all FSMNS assets and maintaining the tracking database for incoming hardware.* Securely destroying data in compliance with FERPA standards when decommissioning hardware to be sold by the Surplus IT department.