- Maintains responsibility for previous job functions; mentors and coaches junior team members; responsible for overseeing new-hire training and maintaining quality control for all policies and procedures.- Provides IT leadership with updates during ongoing outages and represents the team on the daily operations call, delivering concise and pertinent updates concerning ongoing or recently resolved issues in the environment.- Partners with other infrastructure and application teams to improve monitoring efforts in all functional areas and develop expanded support roles to allow engineers/SMEs better focus on key initiatives, rather than business as usual tasks.

- Monitored the health state of network devices and business applications within the enterprise environment through the use of multiple tools and responds to alerts or anomalies to reach resolution.- Conducted initial triage of incidents within the environment and managed troubleshooting efforts during production-impacting outages, facilitated communications, and worked alongside engineers, SMEs, and third-party vendors to resolve technical issues and determine root causes. - Authored and collaborated on knowledge-based articles and step action plans for incident response and departmental standards and procedures within the ESOC.- Provided emergency on-call support for all environmental issues outside of normal business hours.

Provided quality control monitoring for sales calls on multiple accounts; mentored sales associates on effective sales techniques.