• Operate, perform maintenance and service repairs on critical Data Center systems (UPS, PDU, Diesel Generators, ATS equipment and Building Controls, Chillers, CRAH, ETC)• Develop reliability reports to ensure availability and capacity targets are achieved and maintained with 100% uptime• Coordinate, and oversee all maintenance vendors to ensure personnel safety, protect the Facility’s critical equipment, and maintain power to the critical load• Create required MOPs (Method of Procedure), SOPs (Standard Operating Procedures) and EOPs (Emergency Operating Procedures) to ensure all maintenance activities are performed in accordingly• Monitor and manage site via Ignition BMS and Emsys, as well as track work activity, documentation and materials via Horizonline Tech, M365 apps and ManageEngine ServiceDesk Plus• Additional duties as assigned by Management, like office administration, data gathering, and New Hire training

• Provide application management and support for Lockbox via the Vision application suite across Dev, Test, Stage and Prod in a multi-domain environment• Identify workflows that require implementation or improvements in automation and job scheduling• Implement Production-level changes for Control-M jobs to improve daily process efficiency and reduce incidents• Modify and run scripts in both Windows Batch and PowerShell for backend operations and functional testing• Query application databases using SQL to support system requests, incidents, corrections and validations• Assist with after-hours system upgrades and data table changes and validations• Provide server administration on software vulnerabilities to maintain compliance with audit and banking standards• Communicate with project managers, development engineers, and business product owners to identify, plan, and execute IT action items• Create and maintain technical resource documentation within SharePoint and OneNote• Track work, planning, and change management items via Azure DevOps and ServiceNow

• Provided Tier III support for 7 core systems used by our internal business departments and credit union branches to ensure that hundreds of daily operations are running efficiently• Completed troubleshooting and root cause analysis for both low and high impact/visibility incidents in production, staging, test, and dev environments, applications, systems, and Windows Server 2012/2019 servers• Engaged with business leaders, program managers, and vendors to coordinate application installs, upgrades, testing, patching, and support server/client software• Operated multi-system cutover tasks during disaster recovery exercises, system patching, and core application upgrades• Created and maintained internal support/project documentation in order to standardize troubleshooting, follow service/escalation agreements, and to sustain team knowledge• Trained new engineers on getting ramped up, knowledge transferring, applying best practices, and providing them escalated support• Supported incidents, requests and change management tickets using batch scripts via CLI, SQL via Toad for Oracle, Active Directory and our Cherwell ticketing system• Provided after-hour and weekend escalated support for our high-availability core systems• Application support engineer for Archer risk mgmt, CardWizard Instant Issue, Issuance Device Mgmt, Appworx process-dependent scheduling, Axway secure file transfer, DNA from Fiserv, MICR Image Processing System (MIPS), as well as support tax reporting for First Tech FCU

• Provide remote support to over 1300 branch/corporate/VIP users to resolve requests via Bomgar, phone, chat and the Cherwell ticketing system• Troubleshoot Win 7/10, remote systems, and Apple Mac system performance, Office Suite/Saas applications, VPN/network, mobile access, banking tools, and peripheral device issues• Re-image, encrypt, and configure laptops and desktop PC's for onboarding new hires.• Engage with various departments to install, upgrade, and support server/client software while maintaining documentation and monitoring performance• Support various Apple device builds, customer incidents/requests, and improve our knowledge base regarding hardware & software troubleshooting as the team's Mac Technical SME• Assist with implementing JAMF Pro instance for Apple laptops and desktops to utilize mobile device management and improve system security in a primarily Windows environment• Maintain and create configuration policy automation for package deployment, system management, patching and certificate deployment as the team's JAMF service owner• Coordinate with end users to back up and transfer user data when upgrading and enrolling devices into JAMF• Coordinate with information security and infrastructure teams to test, automate, and upgrade endpoint security and reporting software for Mac devices• Report on system & software compatibility needs for current and new macOS to ensure business continuity for Mac users

• Provided remote end user support to 15,000 employees as a Microsoft Office 365 support specialist on LinkedIn's Tier III Application Engineering team throughout the company's migration• Troubleshoot and resolved Outlook inbox, calendar, mail routing and resource issues utilizing Powershell and Microsoft Exchange On-Prem and Online• Create and maintain knowledge articles on Outlook 365 functions and mailbox management in order to hand off support to the Tier II Deskside Support team• Tested and document Outlook 365 enterprise functions for PC and MAC platforms• Engaged daily with systems engineering administrators, problem managers, other Tier III teams and MSIT for priority escalations and trending incidents• Managed the ticket queue for our team and led our daily bridge call for escalated O365 issues

• Provided urgent walk-up support to over 1600 users and visiting clients across a 3-building campus to resolve printer, AV, video conferencing, network, and application issues• Re-imaged up to 5 Macs, PC’s, & Windows desktops a day and coordinated with Tier 2 system admins via Outlook 2010 and Cisco Jabber in order to complete a company-wide system tech refresh deployment• Set up Cisco networking IP phones, WebEx, Polycom and Peach systems to initiate up to 10 AV conferences daily and ensure support is maintained by communicating with users, clients and regional technicians• Deployed and tracked loaner laptops, wireless network cards, AV and hardware peripheral equipment to users when responding to high priority requests using Applex ticketing system

• Installed RF transmitter-tracking devices and peripherals on over 600 network server units over the course of 10 days while applying quick and conservative cable management methods• Tracked deployment data by using Microsoft Excel to ensure inventory was documented• Increased advanced daily tasks by exercising team communication and delegation, and as a result achieved early project completion and high regards from our project client

• Resolved over 35 tickets a week on issues and requests related to Active Directory, VPN profiles, AirWatch, Single Sign-On and Gmail accounts via remote support using ServiceNow and Jira ticketing systems• Created technical and non-technical knowledge articles regarding Mac, PC, Linux, web and client application issues and user request processes in order to increase company self service and reduce the number of incoming tickets to helpdesk team• Provided technical services on Google Suite and desktop application issues, network connections, mobile mail, and internal tools for 13,000 end users via chat messenger, video conference, email, and over the phone• Triaged tickets to escalation teams and vendors for admin, virtual machine and mobile device request support

Year Up is a non-profit organization that offers a highly intensive, career-readiness Information Technology skill-building program that empowers young individuals to close the opportunity divide. They equip under served young adults with the soft and hard skills necessary to become strong contributors to the tech industry and their community.- Developed Information Technology skills through hands-on learning with operating systems, computer networks, IT troubleshooting, and web design in training room environment for 6 months prior to attaining an internship with LinkedIn- Absorbed corporate interpersonal hard and soft skills by practicing public speaking, team coordination, and professional communication on a daily basis- Completed large projects at the end of each module; such as "Demo Day," a business pitch based project with teams that compete for funding for their solutions to large economic problems

• Installed more than 200 feet of gutter a day on residential remodels in order to maintain effective company production and fortify contractor relations• Achieved five key proficiency skills within six months and as a result was promoted from an apprentice to a lead installer