- Provided technical support for Production and Premier contract customers for the following products: vSphere including vCenter, ESXi, and Update Manager, Aria Operations including both the on-prem and SaaS versions, and Aria Operations for Logs- Provided assistance for product upgrade issues, patching for security vulnerabilities, critical production/cluster down issues, product sizing/performance issues, telegraph agent and Log insight agent issues, ESXi host fault issues, issues running reports or clearing alerts/alarms.- Performed troubleshooting for virtual machine performance issues- Performed in depth log analysis to diagnose complex issues and provide root cause analysis- Performed account management tasks for our Premier customers by hosting onboarding meetings and weekly/bi-weekly cadence meetings to discuss needs or upcoming activities (upgrades, product additions, etc)- Worked closely with our dev/engineering teams to diagnose and resolve potential product bugs.- Reduced case escalations by working cases proactively and in a timely manner for both myself as well as other colleagues when needed.- Mentored colleagues and new support engineers by providing shadow opportunities.- Provided training for new hires on how to use our daily tools- Assisted our management team by running reports for items such as case topics compliance which allowed for better tracking of issues and potential need for new Knowledge Base Articles- Created Knowledge Base articles when needed and also provided feedback for improvements on existing articles.- Consistently achieved 100% customer satisfaction on customer returned surveys

- Processed Install, Move, Add, and Change Service Order Requests for the Fluor Account and performed updates to financial asset database.- Served as helpdesk backup team lead and 2nd shift team lead for the Fluor and Best Buy accounts- Created a performance report to track Service Level adherence, time interval based performance, agent after call work usage, and agent aux code abuse which was used by management for agent evaluations.- Selected to handle supervisor calls and escalation issues for multiple accounts.- Directed daily workflow for a team of 7 IMAC Coordinators and assisted with team scheduling and staffing issues, allowing for high productivity and optimum service level coverage for the customer.- Provided agent performance to IBM and contract management by completing all Team statistical reporting.- Managed Linux, AIX, Mainframe and Active Directory login IDs for employees who were onboarding, leaving the company or needed specific file or folder access.- Served as focal and subject matter expert for the Unix/Linux/AIX and Mainframe portion of ID and Logical Access support, answering questions for team members and increasing efficiency and quality.- Kept 350 servers and associated IDs audit compliant by completing all remediation and internal audits on a quarterly basis.- Developed account Training Programs and all of the training documentation and modules by creating powerful powerpoint presentations.- Performed Level 2 Support for the Avaya Account at IBM, resolving 90% of all calls before routing to the next level of support.- Remotely fixed computer issues by using takeover tools.- Managed network print servers using HP Jetdirect Admin Appliances to clear print jobs, reboot print servers, and install print drivers.- Patched bug and security issues by updating firmware for HP Jetdirect Print Appliances on a quarterly basis- Performed online network and telecom technical support for IBM on the Lucent Technologies account.