-Manage technical resources and material to ensure accurate and timely service before and after solution installation-Planned, rolled out, and currently manage company MS O365 platform for data storage, email, communication and teamwork including Exchange Online management, OneDrive for business, SharePoint Online, MS Teams and Azure P2 for enhanced security audit and visibility-Manage company information security with MS O365 audit and security tools, along with personally vetted and selected cloud managed Anti Virus tools and integrated O365 enhanced security applications-Developed a custom IronPython plugin environment integrating to a C# application - Developed numerous Python plugins mixing custom C# in memory DLL building, which was used to construct customized workflows, data transformations, and reporting for customer needs in some cases handling over 1mil mailpieces of tracking daily-Scope, plan and code database TSQL projects for internal and customer projects for both core software elements and reporting needs in an OLTP relational system-Manage company website and updates on WordPress-Plan and execute QA test suites for primary enterprise software application-Direct technical resources for process improvement and integration based on current and past trends-Develop and implement processes and procedures to streamline pre and post installation activities-Construct, review, and revise existing and new documentation to appropriately address organizational needs, and provide the best possible information to internal and external resources-Work with sales team to provide technical project management and planning to ensure successful implementation and customer expectations are met and exceeded-During pre/implementation phases work with customers to understand their own unique workflow and help engineer the Ironsides solution to meet those requirements-Provide and manage all support and service activities to global customers

- Manage and maintain support services across the American continents, including Australian and South African customers. - Report on severe issues, or required software upgrades to Senior Executives- Compile reports on support history, and tracking data, to map and manage support problems and serve as a window for Senior Personnel- Coordinate first level Help desk resources and ensure that tickets are routed to appropriate parties for swift resolution of customer issues. - Point of escalation for customer issues, and internal resources, providing knowledge and direct services to both parties.- Create and maintain documentation relating to internal and external resources (physical hardware, software, and human resources).- Scope and plan large upgrade and installation configurations for customer base, and work with customer Technical assets on ensuring system operation and stability.- Coordinate bug reports, trouble issues, and customer feedback with development to target necessary fixes, and best actions for new releases. - Perform testing and roll-out of new releases to ensure any previous issue is resolved and current release build is stable for customer use.

- Senior technical lead for North America and international business partners and customers.- Deal with complex enterprise SaaS solutions in varied technical environments- Tackle diverse technical issues for customers relating boiling intricate problems down to readily understandable resolutions- Perform client side enterprise software installations and upgrades as needed for platform continuity- Perform remote and on-site advanced technical solution training for technical and non technical users alike- Create technical documentation and guides for clients use and post training refreshment- Co-ordinate and utilize ticketing system for swift resolution, and tracking of client issues

- Provide Quality Assurance support for new product on the Salesforce web platform- Constructed a QA management system between JIRA and Zephyr using the respective APIs- Constructed an automated selenium testing platform linked between Jira, Zephyr and Selenium- Provided website updates, and new designs for the Alternative Technologies live website

• Sole member of the Technical Support department handling all external support issues.• As sole point of contact for the company Technical Support department, maintaining good relations and calm demeanor on all calls is paramount.• Breadth of work includes help with and explanation of physical installation, initial network connection, device configuration and tuning.• Strong level of adaptability and troubleshooting skill required due to the varying nature of customer installation locations and needs, including remote installations, private residence, corporate, and government locations.• For customers within state perform some onsite troubleshooting and installation assistance with difficult installs. • Provide customer assistance with network setup and configuration, often including setup of retail level routers, port forwarding, port schemas, and network troubleshooting.• Perform ad hoc customer training for those unfamiliar with the product, over the phone and via remote connection software.• Compile call and problem data for communication with VP of engineering and the rest of the engineering team for analysis and tracking purposes.• Handle all incoming hardware RMA units performing first line diagnostics and repairs. Handling repair returns including shipping and billing coordination where appropriate. • Work with all engineering departments for constant field feedback and bug reporting, keeping customers up to date with all release fixes and problem resolutions.• Provide support for sales team members and live training assistance during product demonstrations.• Due to personnel issues also fill a role on the QA team, writing test cases and executing them for all new point and major releases of hardware and software. Translating customer field issues and expected usability to testing and bug resolution goals.

• Spent 6 months operating as a support member for the Core Operations team in the Cavite Call Center, Philippines. Duties included: o Technical Screener and Final Interview point of contact/Conductor. o Subject Matter Expert on all single phase products and subjects. o Training coordinator and administrator of all new hire groups along with Business Systems transition training. o Assessment of current Agent skill levels and benchmarking of performance. o Escalation point for technical issues requiring higher level support. o Direct reporting from practice integration and new training initiatives to senior management.• Member of the Enterprise Account Support team, handling Symmetra battery Back-UP units, along with the InfraStruXure Manager and all single phase solutions. This includes advanced training with single phase units from 1 to 16 kva and all associated equipment.• In depth training with battery backup units/Power, theory, and troubleshooting.• Handle customer needs from discerning issues with equipment and infrastructure, to sizing solutions that fit their IT and business needs. • Strong technical troubleshooting skills and ability to remain calm when major customers experience network wide power outages and problems.• Handle unique and different issues with equipment along with routine calls.• Assigned to high profile client accounts acting as responder and point of contact for trouble issues or power outages

• Monitored several networks in a proactive and real time environment, to provide immediate response and troubleshooting on network issues.• Intermediary between customer and phone and data providers for problem resolution and network availability. • Extensive work with CISCO routers in a large-scale nationwide network environment.• Common duties include, Router configuration, Walking on-site dispatch personnel through Hardware replacement or installation, Conferring with remote sites for troubleshooting and update purposes translating technical details into non technical terms, Communicating with customer Corporate Offices about any network outage following pre-defined procedures by the customer.• Work included use of Frame-Relay and BGP technologies, basic work with satellite-connected stores, wireless connections, and basic Virtual LAN use and troubleshooting.• Experience in dealing with Phone and Data provider procedures, and various data circuit types.• Fast paced Call Center environment providing 24 hour network monitoring.• Work with real time tracking systems and preemptive network trap management.

• Stationed At Groton Submarine base Attended the following courses:Journeyman Networking Course: Including current CCNA training. Microsoft Exchange Server administration/installation. Microsoft 2000 Server administration/installation• Basic managerial experience dealing with fellow enlisted personnel. Providing support for keeping track of personnel, appointments, training schedules. • Network Security and Vulnerability Training: Windows based anti hacking theory including Bastion computer construction • Familiarization of Unix/Linux systems for use as a firewall and in conjunction with routers for network security• Naval Journeyman Electronics Training: Including general electronics theory, General Isolation and Troubleshooting, Study of electronic diagrams and practical uses/interpretation• Submarine Telecommunications School: - Including Classified course materials, Wave propagation and Telecommunication theories. - Application of communication systems for fleet readiness and vital mission areas. - Proper handling of classified materials and communications. - Use of radar equipment and theories. - General maintenance training on all course items.