- Data Analysis:• Daily, review at least 15 cases from my team's queue to verify team's approach to resolution, find opportunities to celebrate great work, and drive early intervention when appropriate.• Monthly, prepare a "month in review" analysis of my function, including trend-spotting within my caseload, star performances, CSAT analysis, and additional items as requested by management.• As needed, prepare operational data for a portfolio of priority clients.- Management Activities:• Weekly, host 1:1 conversations with my team members to help solve problems and encourage professional growth.• Validate and submit payroll for team members.• Daily, serve as a primary point of contact for my team's escalated issues.- Customer Success:• Participate in root cause analysis calls with customer contacts.• Lead incident response protocols and/or troubleshooting investigation and partner with other business stakeholders to answer questions about your client portfolio and/or facilitate escalation requests.• Daily, manage the inbound queue to ensure that cases meet SLO timing and move smoothly through assignment.

I serve as an industry consultant, alum, to help keep the technical programs at Wake Tech on the cutting edge of the industry as well as ensure students are best prepared for the work place.

- Provides leadership for those involved in the support and optimization of support processes for integration, database, and platform technology and systems functions supporting company business processes and applications.- Responsibilities include analysis, support and modification of enterprise systems, application software, installation of software and database management.- Provides direction for the effort required to protect the company’s data, tools and information systems.- Ensures infrastructure architecture standards maximize efficiency and support platform compatibility. - Coordinates delivery of services to user groups and ensures IT service is uninterrupted. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.- ITSM/ITIL processes including Incident, Problem, Change and Release management.

- Works as part of a team that supports and enhances NetApps world-wide business processes and systems. - Utilize strong technical competencies and functional business expertise to ensure a high quality service is provided to meet business user requirements. - Works closely with cross-function teams to understand business needs, and IT development to provide automated solutions. An ability to understand business process issues and communicate technical solutions to the internal client is essential to succeed in this role. - Project management skills and a customer service orientation is key.

- Provide specific technology operations support during assigned shift. Handle incident tickets, speak with end-users, work on problem tickets, perform proactive maintenance, and resolve critical operations issues rapidly and effectively.- Properly update all tickets using established documentation standards to ensure issues are well documented, stakeholders are informed, and issues are closed.- Problem diagnosis and resolution.

- Receive work assignments and tasks via ticketing systems (Service Now) and project managers; meet project due dates and/or SLAs. Provide timely oral and written updates of work progress.- With limited supervision, manage equipment lifecycle: rack, configure, decommission, and track via ELMS new equipment, including but not limited to: NetApp Storage, multi-vendor servers/compute, networking, and virtualization.- Update process documentation and team websites.- Communicate with internal customers, peers, and managers regarding day-to-day operations and provide project updates.