• Managed and staffed 24/7/365 East Coast - Federal Consolidated Support Team of 20+ engineers • Headcount and hiring increased by 19 leading to ability to plan for attrition and clearance wait time• Increased team tenure by over 50% to ~2 years after taking leadership of the team in 2016• Launched support team for 3+ federal AWS regions including support operations procedures guidance• Weekly reporting of Support KPIs including SLA and TTR to AWS’ VPs and Government Officials • Developed and executed training and game days regarding SOPs for handling cases and event management in a government environment • Met with RHEL representatives weekly to help define RHEL support product for government regions to provide a more customer friendly support model

• Assisted developing uniform soft skills training for Technical Premium Support by traveling to Dublin and collaborating with teams from Dublin, Virginia, Seattle, and Cape Town, South Africa • Monitored backend resource utilization to analyze trends and large scale customer issues • Ran conference calls to service as a contact point between highly technical service teams and upper management during large outages • Assisted customers in business critical situations, such as down environments or websites • Provided guidance and troubleshooting support for customers work with AWS API calls including Linux and Windows • Reviewed customer cron jobs that utilized bash scripts to call AWS APIs and identify issues • Replicated and troubleshot customer issues with a variety of AWS services (EC2, RDS, IAM, RedShift). The topics spanned over: firewalls, ACLs, route tables, database connections, architecture, security, and Linux (Redhat, Amazon Linux, and Centos).

• Collaborated with team lead and upper management to improve Associate program promotion rate • Worked with customers on a daily basis via phone, chat, and email to trouble shoot various OS and Networking issues utilizing Linux CLI (dig, curl, netcat, nmap, netstat, ifconfig, etc.). This often included standing up mirror test environments to ensure proper testing was conducted • Served as a central contact point for various service teams and customers, when large scale issues were occurring. This included providing test results proving the issue was not customer configurations • Provided assistance to other Associates on preparing for promotion interviews and received a promotion in under one year

Architecture and Implementation GroupJob Description: AIG performs architecture and implementation testing of messaging systems before implementation into the work environment. This assist our client with maintaining a secure, functional, and up to date messaging environment.-Performed implementation and functionality testing on: mail servers, hub servers, and DAG servers using the Command prompt and Powershell.-Utilized VDI weekly to remotely roll out upgrades and patches to various servers and work stations -Ensured upgrades and patches did not affect current virus protection and messaging functionality-Maintained a log of failed test resulting from the installed upgrades; provided to management-Provided Service Delivery Team with install procedures and finalized patches for work environment-Used Microsoft Exchange to set up new user mailboxes, various mailbox databases, and servers-Documented install procedures for Microsoft Outlook, Microsoft Exchange, and OS patches-Developed a functional test plan to maintain a uniform procedure for all patches and OS upgrades in regards to messaging functionality

Job Description: LTSO maintains two data bases APMS and Asset Management to track over 80,000 pieces of hardware throughout Census’ headquarters and regional offices.-Identified problems with incident tickets used in Remedy to associate clients to property in regards to hardware-Served as a Property Custodian, managed transfer of hardware to different divisions, and approved hardware purchases throughout the Census -Wrote SOP for teaching how to process several Remedy request tickets, also suggested and developed SOP packet for implementing uniform intern training within LTSO-Update databases with real time status and detail: Controlled laptop loaner program’s client data and physical inventory of laptops using Remedy and Automated Property Management System-Created weekly reports for LTSO Property Accountability Officer: Compared two data based used to track inventory to show inaccurate data that is relied on to track property of over 7000 users at head quarter locations-Updated documentation to help develop new process to execute a physical inventory scan. This helps LTSO verify tracking of hardware is accurate.