-As the current President of our Toastmasters club, my focus is on creating an environment where members feel supported and empowered to improve their communication and leadership skills. Working closely with our team, I organize engaging meetings and events while providing mentorship to help members achieve their goals. Together, we're building a community where everyone's voice matters, and I'm honored to lead us on this journey of growth and development.

Lead a team of L1 NOC analysts overseeing the monitoring and management of network infrastructure, ensuring 24/7 uptime and optimal performance.• Coordinate with cross-functional teams to prioritize and escalate incidents, while tracking resolution progress to ensure timely resolution.• Conduct regular performance reviews, offer coaching and mentorship to team members, and lead training sessions on new tools and technologies.• Collaborated with senior management to define KPIs, SLAs, and operational metrics, and prepared performance reports for stakeholders.• Deployed the stack to monitor thousands of system error logs, including CPU and memory utilization errors, driver issues, and critical hardware alerts. Successfully reduced the mean time to resolution of errors within the agreed-upon SLA, ensuring optimal system performance and reliability.• Achieved 100% compliance and security of systems by meticulously configuring necessary system and software updates. This included critical components such as servers and virtual machines, bolstering services against potential vulnerabilities and ensuring robust system integrity.• Collaborated with vendors, including Park Place Tech., to investigate and address hardware-related issues for Return Merchandise Authorization (RMA) on failed servers. Ensured timely resolution of hardware issues and maintained effective partnerships with external suppliers to optimize support processes.• Demonstrate proficiency in meticulously documenting system configurations, operational procedures, and troubleshooting protocols. Foster seamless knowledge dissemination and ensure adherence to industry benchmarks, facilitating effective communication and promoting best practices within the team.Working on scheduled on-call rotation, promptly addressing critical ServiceNow tickets. Ensured swift response to infrastructure downtime challenges, maintaining operational continuity and minimizing service disruptions.

Experienced Team Lead/System Administrator adept at overseeing Jacobs' infrastructure, resolving various issues including disk failures, file management, and ISP connectivity. Skilled in leading teams, executing maintenance tasks, and implementing PowerShell scripts for system integrity.• Implemented SolarWinds network monitoring to efficiently identify network performance issues and gain real-time insights into server health and application availability. Achieved downtime reduction to less than 0.1% of SLA, ensuring optimal operational efficiency and client satisfaction.• Utilized SolarWinds API to establish tailored alert thresholds for distinct system groups, categorized by users and system types. Automated incident response workflows and empowered L1 NOC with an intuitive Grafana dashboard. Reduced network anomaly identification time to less than 5 minutes, enhancing operational efficiency and proactive troubleshooting capabilities.• Participated in a scheduled on-call rotation, promptly addressing critical ServiceNow tickets and monitoring alerts for over 100 services. Ensured swift response to infrastructure downtime challenges, maintaining operational continuity and minimizing service disruptions.• Conducted post-mortems on critical events failing to meet SLAs and implemented preventive measures to mitigate future occurrences. Proactively identified and addressed root causes, ensuring improved system reliability and adherence to service level agreements.

Managed Club Corp's diverse network of clubs, including troubleshooting self-help kiosks and IoT nodes. Oversaw L1 testing, ISP coordination, and escalation to L2 support when necessary. Maintained Windows Server AD, permissions, user groups, and credentials. Facilitated P1/P2 bridge calls, coordinating resources for swift issue resolution.• Escalated incidents at risk of breaching Service Level Agreements to the Incident Process Coordinator.• Conducted initial investigation and diagnosis of all Incidents and Service Requests. Recorded and classified received Incidents,promptly initiating efforts to restore failed IT Services• Assigned unresolved Incidents to appropriate Tier 2 Support Group. Logged all Incident/Service Request details, allocatingcategorization and prioritization codes. Kept users informed about their Incident’s status at agreed intervals, managing the teamto handle ticket management for faster and reliable solutions.• Delivered daily operational support and conducted system administration for network infrastructure, including troubleshootingand monitoring client performance.• Proactively managed alarm systems by monitoring and adjusting rules as needed.• Collaborated closely with customers throughout the process, ensuring their requirements were thoroughly understood andeffectively met.