Edmund Wright Email & Phone Number

Cambridge, Massachusetts, United States

Cambridge, Massachusetts, United States

- Specialize in identifying and resolving media streaming issues by collaboratively working with cross-functional teams and clients to find effective solutions.- Adeptly troubleshoot complex technical problems related to media delivery, ensuring a smooth experience for our customers.- Using our Broadcast Operations Command Center toolkit, I vigilantly monitor customer streaming workflows to maintain optimal performance.- Capture and analyze logs across different geographical regions, focusing on both alert and success messages to improve web services.- During high-profile live streaming events, I quickly diagnose and address issues to minimize disruption and maintain quality service.- Proactively monitor web services, promptly notifying customers of any issues while also taking immediate steps to resolve them.- After thoroughly understanding customer needs, I design and implement tailored solutions to resolve their specific issues effectively.

Burlington, Massachusetts, United States

- Engage with customers to understand their needs and offer tailored solutions, focusing on the benefits and value of Apple products.- Conduct live demonstrations to showcase the features and functionalities of Apple products, ensuring a clear and compelling presentation.- Maintain in-depth knowledge of Apple's product line, software updates, and upcoming releases to provide accurate and up-to-date information to customers.- Handle customer queries and complaints professionally, escalating issues to management when necessary.- Process customer transactions swiftly and accurately, including handling cash, credit cards, and financing options.- Collaborate with the technical support team to facilitate seamless post-sale services, including setting up devices and troubleshooting issues.- Foster a positive store environment through exceptional customer service and strong interpersonal skills.

Lexington, Massachusetts, United States

-Service and diagnosis of hardware and software-Day-to-day support of Windows, Hardware, Applications, general networking, and security devices-Remote and onsite support in Boston/surrounding area-Ability to install, upgrade and troubleshoot PCs, Macs, operating systems, system software and applications, antivirus, printers, and scanners.-Ensure customer backups are running as expected. Check open tickets with backup vendor, run requested reports, assign tickets or address as necessary.-Attend training to maintain currency with backup technology.- Configure and install new backup hardware and software at client sites.-Manage backup system configurations for clients. Network assessments:-Deliver recommendations and assessments to senior team members.-Perform remediation as assigned.Maintenance evidence:- Following scheduled maintenance plans for specific customers: Collect evidence in support of various compliance controls Create tickets for action items, follow up.- Ensure timely reporting to customers.Remote monitoring and management (RMM) software:- Responsible for ensuring monitors are functional- Responsible for LT patching- Create appropriate tickets for events- Manually check and remediate critical monitors (server down, low disk space, stopped services, recurring blacklisted events, etc).

Greater Boston Area

-Provide friendly and helpful customer service as first point of contact.-Assist Help Desk customers with troubleshooting of computer related issues such as virus removal/password resets/email setup/software installs.-Maintain accurate records of completed and pending jobs using the DTS ticketing system.-Follow DTS policies and procedures to include incident/problem escalation.-Provide superior customer service to all Help desk patrons, support personnel, and fellow employees.-Demonstrate good social skills in a professional environment.

Wakefield, Massachusetts

Vestmark's Managed Services team (VMS) is the primary problem solvers for Vestmark’s SaaS architecture. VMS is responsible for daily system, network and database administration as well as storage management, performance analysis, recurring system maintenance and more. It is VMS top priority to deliver a high performance, reliable service so the VMS System Engineers are always working on architecting, designing, contracting, re-engineering or implementing the next generation of our service.• Systems – Responsible for the design, implementation and support of individual client cloud architectures. Management of vSphere environments across datacenters and Windows Server administration including Active Directory, Group Policy and IIS.• Network - Responsible for the design of Vestmark’s private LAN and monitoring network per client pod, carried out by our datacenter team. Network administration and configuration including setup/management of application load balancers• Database - SQL server installation, administration and configuration including replication and clustering• Storage – Manage SAN/DAS storage allocation• Scripting – Write custom scripts to automate/monitor processes• Support - Identify, troubleshoot, analyze available information for potential root causes, assess criticality and resolve issues in any part of the Vestmark SaaS including system, network, storage and performance issues. Manage and contribute to complex, multi-phase projects.• Business continuity - Maintain appropriate infrastructure at a dedicated DR site to support client operations and client SLA obligations. Provide capacity planning, modeling and provisioning of equipment and procurement services.• Documentation – Create internal documents for reference material on the management of the hosted environments that is viewed during setup, troubleshooting, and maintenance

Wakefield, Massachusetts

- Use technical and business prowess to proactively manage and conduct analysis, research, and resolution of customer support cases.- Collaborate with peer Support Technical team members to identify appropriate opportunities and work to develop efficiency tools and techniques to for use by the extended production support team.- Ongoing contributions to the production support procedure repository by developing and refining production support procedures, which contribute to overall team efficiencies. - Answer inbound support calls and triage support inquiries; escalate to team lead if case is outside area of understanding.- Lead and / or participate in special projects related to client issues, sponsor changes or issues that may impact multiple clients.- Participate as the UAT Ambassador as necessary on client implementation project teams with the goal of onboarding new clients into production.

Cambridge, Ma

Spring Semester Internship 2019Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services. Assess, QA, document, and train on desktop and applications solutions.• Collaborate with faculty, researchers, and staff to streamline business processes using information technology solutions.• Perform administration for IT services as appropriate and required including user accounts, file/print, backup/restore, virtualization, storage, e-mail.• Provide assistance and support for security administration, mail, file servers and assisting users with backup and recovery.• Participate in project work as required, including non-business hour deployments (e.g. nights and weekends) Performs other duties as required.

Cambridge, Massachusetts

Summer Semester Internship 2018- Juggled various IT tasks, prioritized them, communicated the status of projects, and anticipated the needs of the team- Imaged, installed software updates, and wiped machines in a timely manner- Created several new processes to create a more efficient and organized work environment for myself and my peers

Nashua, New Hampshire

Testing, diagnosing, and performing repairs on various forms of electronic platforms.Repairs mainly involve hardware replacement. Soldering small components and diagnosing of various issues is a regular task. Primarily Specialized in both Apple and Android product repairs.

Nashua, New Hampshire

Testing, diagnosing, and performing repairs on various forms of electronic platforms.Repairs mainly involve hardware replacement. Soldering small components and diagnosing of various issues is a regular task. Primarily Specialized in both Apple and Android product repairs.

Haverhill, Massachusetts

Senior Year Co-Op 2016

Bachelor Of Science - Bs, Computer Networking

Activities and Societies: League of Leopards President

Electronics/Robotics, 9-12

Activities and Societies: Football, Chess Club, Debate Team, SkillsUSAHigh School