In my time as a Senior Enterprise Support Engineer and Solutions Architect, Igot my hands dirty with product and network logs, unraveling complex customerissues and cutting down repeat incidents. Collaborating with development teamsis my jam – together, we've reduced product issues and boosted customerhappiness. My role also included giving desktop and server applications aboost, minimizing downtime, and offering our clients top-notch advice andsupport on Trend Micro's enterprise security solutions.My Key Contributions for this role: Spearheaded L3 support for OfficeScan, ApexOne (on-prem and SaaS), ApexCentral (on-prem and SaaS), Vision One, Scanmail for Exchange, andInterScan Web Security and Messaging Security Virtual Appliances,resulting in enhanced system security and performance for multipleenterprise clients. Advised customers on network and system best practices and productconfigurations, achieving optimized system performance and heightenedsecurity compliance. Created and updated comprehensive documentation for knowledgebase andinternal processes, leading to achieving improvement in team efficiencyand reduction in onboarding time for new team members. Mentored new hires and led team training sessions on new products andservices, enhancing team capabilities and driving improvement in teamperformance metrics. Collaborated with cross-functional teams, including sales and productmanagement, to provide tailored technical support and guidance,assisting in securing/retaining key enterprise accounts and contributingto growth in customer base.

As a Senior Systems Engineer, I was all about making operations smoother andmore efficient. I'm a big fan of automating processes – it's like finding theperfect rhythm in the workflow. I had a blast transforming CCW creation andonboarding processes, making them faster and more efficient. My playground wasthe development lab, where I used VMware vCenter to make things more stableand productive. I even introduced a new inventory tracking system that was agame-changer in cutting down process time and enhancing accuracy.My Key Contributions for this role: Expanded operational environment by 50% to support business growth,effectively managing increased workload and resource demands. Reduced VM creation time from one day to 30 minutes through use ofcustomized templates, enhancing operational responsiveness andefficiency. Optimized lab space usage by reorganizing, freeing up 70% of floor spacefor new projects, and achieving power savings, enhancing operationalsustainability and scalability. Enhanced Verizon/IBM network security and resilience by analyzing andremediating vulnerabilities in Windows and Linux servers, resulting infortified and robust network infrastructure. Bolstered network defenses by conducting thorough scans for open portsand implementing stringent lockdown measures, reducing risk ofintrusion. Led recycling and data destruction of outdated systems, optimizing spaceutilization and reducing tax liabilities, demonstrating fiscalresponsibility and efficient resource management. Spearheaded relocation of 40+ physical systems from Redwood City, CA, toRichardson, TX, ensuring seamless transition and operational continuity. Developed comprehensive process documentation, providing clear frameworkfor backup tape rotation, VM creation, and other key processes, enhancingteam efficiency and knowledge transfer.

During my stint as a Unix/Windows Systems Administrator, I focused on makingsystem maintenance and deployment as smooth as silk. Working closely with thenetworking group, we enhanced server interoperability and network performance– teamwork makes the dream work! I also had the chance to developtroubleshooting procedures for VNC setups on servers, making life easier forour clients and reducing those support calls.My Key Contributions for this role: Enhanced 2000+ HP and IBM production and infrastructure servers'performance and reliability, leading to increased system stability andreduced downtime. Transformed datacenter space utilization by executing cleanup, reducingfloor space usage by 68%, cutting power consumption by 30%, andeliminating $1.5M+ in asset tax liability. Revolutionized system standard processes, achieving 73% reduction indowntime and 83% faster deployment of new servers, improving systemavailability and deployment speed. Optimized backup rotation process, resulting in 78% reduction in processtime and 50% reduction in storage space for tapes, enhancing datamanagement efficiency. Pioneered shift to server virtualization with successful proof ofconcept, followed by full implementation, reducing hardware costs andimproving system scalability. Oversaw inventory control and implemented RFID tagging, leading toimproved asset tracking accuracy and inventory management.

• Team lead for 10 techs providing help with troubleshooting, sales, and customer escalations. • Provided support for both Windows and MAC systems in standalone and network environments. • Assisted in training new employees on trouble shooting, technical support procedures, and sales. • Innovated troubleshooting procedures for use in training and team/call center use.

• Taught A+, Network +, Security +, MCP/MCDST/ MCTS courses leading to student certifications. • Provided system/server repairs and maintenance for the classrooms and faculty. • Facilitated new installations, test, and repair of networking, MS AD and Exchange, as well as maintaining DNS, DHCP, and firewall maintenance and configuration. • Promoted school at job fairs and assisted with student recruitment, and development of new training/marketing material.

• Dedicated myself to ensuring all clients got the best value from equipment and services. Provided IT services to 150+ businesses clients.• Ensured proper documentation was provided to streamline and provide transparency to my IT service• Was instrumental in increased productivity for clients with faster service and resources to fit their needs. • Was able to get business back up and running when others failed.• Provided email, webhosting, and design for small businesses with a budget.• Managed employee projects to ensure our clients got the best service as quickly as possible. • Created domains, DNS, DHCP, and AD for clients to suit their needs.