• Proactively resolve major incidents to minimize downtime and ensure business continuity, coordinating support through paging or on-call schedules. Support all lines of business, including iOS, iPadOS, macOS, and watchOS products, Apple Music, Apple Pay, Apple Radio, and Apple TV+ services and internal applications. • Follow escalation procedures to engage appropriate support teams and ensure timely resolution. Facilitate peer-to-peer conference calls for minor incidents and escalate as necessary.• Document key actions and events during outage calls/bridges for post-incident analysis using ServiceNow and Zendesk applications, providing valuable insights for root cause analysis by Problem Management.• Notify the management team about current outage statuses and their impact on the business, enabling informed decision-making and strategic planning through Slack, email, and PagerDuty notifications. • Stay current with emerging technologies and adapt to trends. Contribute to continuous improvement initiatives and enhance incident management processes. • Follow major incident management procedures consistently, demonstrating effectiveness and proficiency, and receive positive feedback from peers and the management team.

• Supported User Acceptance Testing for internal applications.• Developed training materials and conducted new hire training sessions.• Created, modified, and updated functions, advanced formulas, tables, and macros in spreadsheets (Numbers, Tableau, Excel) for effective data management.• Delivered well-organized and informative data reports and presentations to senior leaders using Microsoft Office Suite, Keynote, Tableau, and other relevant applications.• Updated training materials, knowledge bases, and other relevant documents as required.

• Consistently achieved and surpassed Key Performance Indicators as a Mac+ Advisor, leading to promotion to Mac+ Senior Advisor in July 2015.• Assist Tier 1 advisors in resolving technical issues and offer essential resources for problem isolation and resolution.• Provided support for technical cases that involved gathering customer equipment information, escalating the issue, and collaborating with AppleCare Site Support Engineers until a resolution was reached.

• Delivered technical customer service to Apple's consumer iPhone, iPad, and iPod Touch customers as an AppleCare Advisor.• Provided exceptional customer service, utilizing empathy, active listening, and critical thinking skills.• Demonstrated extensive technical knowledge of Apple product lines and troubleshooting abilities.• Maintained a strong understanding and knowledge of Apple policies and procedures.• Conducted Tier 1 problem isolation, troubleshooting, and resolution, prioritizing exceptional customer service.

• Assisted customers with the installation and configuration of the tax software, as well as troubleshooting existing and new network configurations.• Provided external customer support via inbound and outbound phone calls and online web-based chat.• Utilized remote support applications to assist customers with Windows-based networks, servers, and workstations.

• Administrated and supported in-house servers, co-located servers, network equipment, workstations, Internet hardware and connectivity, telephone PBX/VoIP, and SIP service.• Offered technical support to internal employees, vendors, and contractors.• Led the growth of the Information Technology department, including forecasting additional equipment, headcount, new technologies, and budgets.• Spearheaded replacing the company's eCommerce and ERP solutions with Adobe Commerce.• Implemented web-based API services to synchronize data between the Everest ERP application and Adobe Commerce, resulting in an estimated annual cost savings of $150,000 in development expenses and software license fees.• Anticipated a 50% annual increase in sales through adopting the new technology offered by Adobe Commerce.

• Managed day-to-day management of network and system functions, Internet connectivity, phone lines, and phone system.• Supported daily administration and support for Windows OS and macOS workstations and servers.• Managed vendor relationships for Information Technology services and applications.

• Managed a Network Engineering team that supported legacy products, IP Aggregation (IPAG,) and Virtual Packet Layer Switching (VPLS) networks.• Managed Tier 3 network trouble resolution, chronic trouble ownership and resolution, vendor management, and network changes.• Maintained a comprehensive understanding of all AT&T Ethernet networks to provide support and guidance during crises or chronic network issues.• Actively engaged with vendors to establish and maintain strong communication channels and relationships.• Assumed personal responsibility for the Network Engineers and played a crucial role in onboarding new Network Engineers, Consultants, and Student Interns.

• Held the position of Senior Network Manager at AT&T, overseeing the reliability of the Internet network for high-speed Internet consumers.• Provided third-tier technical support for network isolation and fault resolution, ensuring customers had uninterrupted access to the network and Internet services on a 24x7 basis.• Owned chronic network troubles, managed vendor relationships, and oversaw network changes.• Served as the lead Subject Matter Expert (SME) within the department, collaborating with various AT&T departments to implement new projects and revise existing ones.• Represented the organization on projects involving Internet networks for consumer, business, and wireless products.• Acted as the acting manager for the Mobility Tier 3 IP Network Support Team from 01/2009 to 05/2010.• Managed engineers responsible for Tier 3 network trouble resolution, chronic trouble ownership and resolution, vendor management, and network changes on the AT&T Mobility IP Network.• Demonstrated a deep understanding of the Mobility infrastructure and effectively managed and maintained the Mobility IP network.

• Held the position of Senior Network Analyst at BellSouth, ensuring the network reliability of the Internet network for over 6 million customers.• Managed the core Internet infrastructure for BellSouth, ensuring uninterrupted connectivity and access to the Internet for customers on a 24x7 basis.• Provided third-tier technical support for network isolation and fault resolution, addressing issues to maintain optimal network performance.• Served as the lead Subject Matter Expert (SME) within the department, collaborating with various departments to implement and enhance projects.• Led the implementation of an automated provisioning and inventory system for Internet services, streamlining order processing and improving inventory management.• Managed a 2-year project with a $32 million investment, resulting in improved efficiency and accuracy in provisioning and inventory management.• Served on the Change Control Board, approving project changes to safeguard network operations' critical functions and minimize potential disruptions.

Progressively challenging project leadership position in support of Internet Services offered to clients nationwide. While Senior Network Engineer for Roman Net, I led a team of eight network engineers in managing the company’s Network Operations Center and Customer Service Center. Additionally, I oversaw the operation of thirty-nine servers and provided technical and project coaching to team members.Major projects included:• Development and implementation of a trouble ticket system using PERL and MySQL.• Designed and engineered a fully redundant UPS and generator backup system.• Hired and trained technical support staff and lead network engineers to manage and support the company and its 7,500 residential and business clients.• Coordinated and managed the Y2K Test Team to ensure all servers and equipment were functional for the year 2000 and beyond.• Constructed RedHat Linux systems, from the ground up, to be Primary DNS, Secondary DNS, and email and web services. The systems were built using BIND, SendMail and Apache.• Installed SSH protocols, with RSA key logins, on all thirty-nine servers and now require SSH with RSA key access in order to gain entry into the systems.• Redesigned the Network Operations Center to streamline operations and increase the automation of addition and removal of accounts.• Managed the installation of an OC-3 fiber ring installed in the Network Operations Center and terminated on the BellSouth Telecommunications network.• Obtained a block of 4,600 (/20) IP addresses through ARIN. Once approved the plan has been submitted to management to renumber all of the current IP address assignments.• Built the company’s Digital Subscriber Line (DSL) product line and successfully provisioned over 300 end users during a three-month window.• Negotiated and prepared an $86,000 annual trade agreement with a local radio station for Dedicated Internet Access (DIA) and advertisement.•Negotiated and prepared a $336,000 annual Internet deal

Designed and implemented a variety of telecommunications circuits for in-house use as well as for major clients nationwide. Additionally, managed major technology projects for the company and its clients.Major projects included:• Development and implementation of a trouble ticket system.• Designed and installed a fully redundant UPS and generator backup system.• Designed and implemented the Shieldz Filtering product line. Shieldz filtered pornographic Internet traffic from passing through on the network.• Managed the installation of an OC-3 fiber ring installed in the Network Operations Center and terminated on the BellSouth Telecommunications network.• Managed the installation of an OC-3 fiber ring installed in the Network Operations Center and terminated on the Marietta Fiber Net network.• Built the company’s Frame Relay product line and successfully provisioned over 150 circuits during a three-month window. Increased sales by 500% annually for the company.• Full audit of the BellSouth Telecommunication’s bills to save the company over $40,000 annually in revenue.• Designed and implemented a Frame Relay Wide Area Network with over 50 locations nationwide for International Service Systems. A $1.3 million annual contract for the company.• Designed and implemented an ISDN Wide Area Network with 10 locations for Choice Homes. A $36,000 annual contract for the company.• Designed and implemented a Frame Relay Wide Area Network with over 250 locations nationwide for Post Properties. A $10 million annual contract for the company.• Directed the application for Competitive Local Exchange Carrier status in the state of Georgia.• Developed and installed a complete Network Operations Center monitoring system with audible notification of a network outage.