Professional Summary
Seasoned IT professional with over 5 years of expertise in technical support, cybersecurity, network operations, and automation. Demonstrated proficiency in managing diverse technologies and platforms, including Okta, the Atlassian Product Family, Slack, GitHub, Microsoft Azure, AWS, and GCP. Currently serving as an IT Engineer II at RapidSOS, specializing in premium support delivery and spearheading process enhancements. Committed to ensuring customer satisfaction, leveraging emerging technologies, and optimizing operational efficiency.
Work History
IT Support Engineer II, 01/2022 to Current, RapidSOS – Remote
- Served as the dedicated Systems Administrator for all applications, ensuring optimal performance and user satisfaction.
- Cultivated and maintained strong vendor relationships to support organizational needs and negotiate effective solutions.
- Successfully migrated users from multiple platforms (Active Directory, Office 365, Google Workspace), facilitating seamless transitions.
- Developed and maintained comprehensive IT documentation to support operational efficiency and compliance.
- Managed software licensing procurement and compliance, ensuring cost-effective utilization of resources.
- Logged and monitored all CIT-related charges, tracking any unusual influxes to maintain budgetary control.
- Set up Single Sign-On (SSO), integrations, and provisioning for various applications to enhance security and user accessibility.
- Improved and documented IP systems, services, and hardware to optimize IT infrastructure.
- Conducted asset tracking, auditing, and compliance checks to ensure inventory accuracy and regulatory adherence.
- Created and implemented onboarding/offboarding scripts to streamline user management across multiple systems.
- Utilized Okta Workflows to automate repetitive tasks and connect different services via APIs and webhooks, streamlining processes and improving efficiency.
- Provided user support through the service desk, troubleshooting issues and ensuring timely resolution.
IT Technician, 09/2021 to 01/2022, RapidSOS – New York, NY
- Delivered comprehensive technical support across all levels of IT issues, effectively managing IT tickets using Zendesk and Jira Service Desk.
- Assisted employees with corporate computer usage, Google Workspace, Okta, multi-factor authentication, and collaboration tools such as Slack.
- Cultivated strong vendor relationships to escalate complex issues, while evaluating supplier proposals to ensure optimal service delivery.
- Conducted regular inventory reviews and asset management in collaboration with business unit leaders to align with organizational needs.
- Partnered with cross-functional teams to gather insights and support diverse business requirements, fostering a collaborative environment.
- Led IT projects from inception to completion, ensuring timely delivery within budgetary constraints and resource availability.
- Developed and refined IT support processes to facilitate organizational growth and enhance operational efficiency.
- Ensured quality implementation of new and redesigned solutions through close collaboration with vendors and internal departments.
- Identified and advocated for the adoption of emerging technologies to enhance employee experience and streamline workflows.
Genius (Apple Certified Technician), 05/2018 to 09/2021, Apple – New York, NY
- Managed reservation systems efficiently to optimize customer experience and service delivery.
- Provided expert technical support and guidance to Apple customers, ensuring a friendly and engaging interaction.
- Diagnosed product issues on-site, delivering explanations with patience and empathy to enhance customer understanding.
- Assessed repair needs to determine whether issues could be resolved on-site or required product replacement.
- Developed and implemented effective solutions to quickly restore functionality and satisfaction for users.
- Assisted customers in becoming proficient with their Apple devices, enhancing their overall experience.
- Conducted physical repairs on a variety of Apple products, ensuring high-quality service and customer satisfaction.
- Educated team members about product features and updates while continuously enhancing personal technical knowledge.
Advanced Repair Agent, 02/2017 to 05/2018, Geek Squad – New York, NY
- Quickly and accurately diagnosed technological issues, developing effective solutions tailored to customer needs.
- Achieved and maintained a repair rate exceeding 95% for same-unit repairs, demonstrating commitment to quality service.
- Delivered in-store repair, installation, and service for a wide range of products, ensuring customer satisfaction and loyalty.
- Identified and implemented process improvements for assessing, testing, and executing repairs for both store and customer devices.
Consultation Agent, 08/2016 to 02/2017, Geek Squad – New York, NY
- Engaged customers using effective sales techniques to provide tailored solutions that align with their definition of a successful fix.
- Collaborated with the sales team to articulate services and technology, supporting them in achieving business objectives.
- Consulted with customers to ensure their expectations were aligned with their needs and desires, fostering trust and satisfaction.
- Delivered in-store repair, installation, and service for a variety of products, ensuring a seamless customer experience.
- Acted as the initial point of contact for customers, managing product check-ins and conducting preliminary tests to identify service needs.
- Handled product shipping and receiving, as well as maintenance, repairs, and servicing, to uphold operational efficiency.
- Assisted the sales team by clearly explaining services and technology to customers, while maintaining effective departmental communication.
Computer Sales Consultant, 09/2015 to 08/2016, Best Buy – New York, NY
- Welcomed customers to the computer section, creating a friendly and inviting atmosphere.
- Engaged customers with targeted questions to assess their interest in purchasing computers and tablets.
- Identified customer specifications and budget requirements to recommend suitable desktop and laptop solutions.
- Explained features and benefits of each recommended model, ensuring customers made informed decisions.
- Operated computers to provide hands-on demonstrations, showcasing product aesthetics and functionality.
- Conducted product demonstrations and addressed customer inquiries to enhance understanding.
- Assisted customers in selecting the ideal computer tailored to their specific needs and preferences.
- Suggested complementary products, such as printers and scanners, to enhance the overall purchase experience.
- Provided clear pricing and warranty information while explaining warranty claim procedures to customers.
- Educated customers on the use of selected computers and software features to maximize their experience.
- Facilitated price negotiations and guided customers through payment processes, ensuring a smooth transaction.
- Monitored inventory levels to ensure adequate stock of computer merchandise was maintained.
- Coordinated procurement of computer systems and accessories to support sales initiatives.
- Ensured all computer systems and accessories were neatly displayed, enhancing the shopping experience.