SUMMARY
Senior Systems Engineer with hands-on experience leading infrastructure design, development, deployment, and management on-premise and in the cloud for enterprise technology companies. Technical Leader focused on leveraging the latest technologies to enhance performance, reliability, and stability at scale while optimizing operational efficiency.
RELEVANT EXPERIENCE
IT Engineer II, RapidSOS 01/2022 – Present
- Served as the systems administrator, ensuring the uptime and stability of 50 applications for 300+ users.
- Spearheaded a platform migration from O365 to Google Workspace with zero downtime and combined multiple
- instances to combine business resources, reduce system costs, and streamline system adoption.
- Transformed IT efficiency by using Okta to automate onboarding, offboarding, and permissions by role.
- Modernized IT security and onboarding/offboarding by implementing SSO, integrations, and provisioning.
- Manage software evaluation, license procurement, vendor relations, asset management, and compliance reviews to meet evolving business requirements while reducing costs and mitigating risks.
- Secured and accelerated onboarding/offboarding by writing scripts to automate user management.
- Owned all user-facing and internal technical support documentation, processes, and policies to provide users with self-service tools, reduce support inquiries, and standardize IT support processes.
- Troubleshoot and resolve escalated user support inquiries via the service desk to eliminate staff downtime.
IT Technician, RapidSOS 09/2021 – 01/2022
- Led technical support for Tier 1, 2, and 3 hardware and software issues with a focus on reducing time to resolution, creating a positive user experience, and increasing organizational productivity of 200+ users.
- Optimized queue management using Zendesk and Jira Service Desk to decrease response and resolution times.
- Strengthened security posture and mitigated risk by resolving issues related to Okta and MFA.
- Acted as the technical liaison with vendors to escalate and resolve complex product issues and negotiate long-term service contracts to secure improved SLAs, lower costs, and favorable terms.
- Ensured operational readiness while controlling costs by auditing inventory and optimizing asset management to align with talent acquisition objectives, budget constraints, and emerging technology requirements.
- Streamlined IT support processes to enhance operational efficiency.
- Slashed IT costs by migrating from Jamf Pro to Kandji for MDM and introducing Goshippo and Snipe-IT.
- Advocated for emerging technology adoption to enhance employee experience and accelerate workflows.
Genius, Apple 05/2018 – 09/2021
- Led expert technical support by gathering details from customers, diagnosing product issues, assessing repair options, and recommending on-site service or product replacement to ensure first-visit resolution.
- Achieved 90+ NPS with 95% same-unit-repairs while successfully completing 3-4 sessions per hour.
- Performed high-quality, efficient physical repairs to restore Apple product functionality and reduce return visits.
- Served as a technical mentor, educating customers and training team members on product features and updates to increase overall team efficiency, reduce the mean time to resolution, and improve the customer experience.
Advanced Repair Agent, Geek Squad 02/2017 – 05/2018
- Achieved and maintained a repair rate exceeding 95% for all hardware and software issues by leading thorough investigations, accurate diagnosis, root cause analysis, and high-quality resolution for each customer.
- Optimized product assessment, testing, and repair processes for store and customer devices to reduce the time to resolution, eliminate store downtime, and improve the customer experience from drop-off to pick-up.
Consultation Agent, Geek Squad 08/2016 – 02/2017
- Served as the technical SME, advising customers on services and technology solutions to increase sales.
- Led in-store hardware and software repair, installation, configuration, and service with a focus on improving quality, achieving zero return visits, and delivering a personalized experience to build client trust and loyalty.
Computer Sales Consultant, Best Buy 09/2015 – 08/2016
- Managed technical sales of computers and tablets with a customer-centric approach by assessing interest, gathering product preferences, and using budget requirements to recommend desktop and laptop solutions.
- Conducted hands-on product demos and educated clients on features, functionality, pricing, warranty details, and payment processes to close the sale and improve the client experience before, during, and after the sale.