• Manages Tier 1 and Tier 2 direct reports• Take inbound calls and support emails in the help desk queue, create and administer tickets, and provide escalation assistance to higher tiers as needed• Cradlepoint setup and implementation using NetCloud registration and management• Assist with transfers, redirects, and other issues related to website domains• Provide desktop support and server support (Windows 10/11, Windows Server 2012 - Windows Server 2022, MacOS)• Microsoft Office365 administration• VOIP support for 3CX• Email management (Barracuda/Office365)• Perform regular maintenance which includes Windows Updates, manufacturer updates, firewall upgrades, server maintenance, UniFi updates, and other items as needed for contracted clients• SentinelOne endpoint detection and response mitigation, installation, and updates• Set backup schedules, upgrade client-side agents, and troubleshoot issues with MSP Backup cloud solution• Lead monthly operations meetings and track metrics

• Teach 300 and 400 level courses• Cultivates a positive learning environment by fostering 360 degree feedback, quick responses to inquiries, and one-on-one sessions• Organized and skilled at structuring Blackboard content to allow ease of navigability for students• Track record of high evaluations• Influence on course changes and improvements to College of Technology requirements• Meets course objectives to ensure student success

• Oversight of a multimillion-dollar telephony platform• Managed a Tier 2 Support team of telephony engineers• Ensured quarterly completion of OKRs and KPIs• Performed high level project management and strategic development of future path of infrastructure• Provided technical insight into data center improvements and upgrades, as well as leveraging SaaS and cloud applications where appropriate• Ensured SLAs were met• Supervised updates to the systems, including new releases, and patching• Implemented and coordinated change management requests using ServiceNow

• Managed employees in 4 different countries, and had a “follow the sun” technical support model• Tier 1 and Tier 2 support for internal infrastructure• Managed farms that contained hundreds of virtual machines used for R&D• Liaison between upper management and SMEs on vision, organizational strategy, and purpose• Performed regular maintenance windows on mission critical infrastructure components, and assured minimal downtime for environments• Reduced physical footprint and leveraged cloud applications as needed

• Helped to maintain hundreds of virtual machines necessary for code delivery and testing• Assisted with support of R&D environments, including issues pertaining to Microsoft Exchange, SQL, and other Windows domain related infrastructure• Streamlined processes, and made labs more efficient

• Helped refine test cases and test suites for Functionality testers• Reviewed release plans, and regression testing cycles regularly to maintain integrity of existing features• Assigned software change requests (SCRs) and prioritized feature testing

• Lead QA engineer for the PureCloud for Salesforce, PureCloud for Zendesk, and PureCloud for Chrome integration products• Previously served as the lead QA engineer on our PureConnect for Salesforce, Salesforce Desktop CTI, and CallScripter integration products

• Developed extensive test suites and test cases• Did a wide variety of troubleshooting, involving telephony services, both TDM and SIP• One of the primary testers for the 4.0 Interaction Dialer product release, and wrote over 100 SCRs• Participated in interviewing and recruiting, and mentored new hires and interns/co-ops• Trained in the Emerging Leaders program, an offering designed to prepare employees for leadership roles

• Monitored service tickets• Troubleshooting of customer issues• Designed, implemented, and maintained voice mail and fax servers

• Coordinated installation of voice/data services• Scheduled dispatches of technicians• Knowledge of T1, VoIP, PRI, PBX and data applications