Information Technology Engineer

Information Technology Management

CORE SKILLS

PROFESSIONAL EXPERIENCE

Amazon, Inc. New York 09/2020-11/2022
IT Support Engineer II

A senior member of the GDS NY Metro team supporting Amazon’s Last Mile business units by representing OpsTechIT complete line of IT Support by working side-by-side with onsite Operations leaders to remove/triage any technology barriers on a daily and on-call capacity. Supported the implementation of technical solutions and provided high quality support for computer hardware, operating systems and/or enterprise applications and devices. Evaluates issues based on severity and other work volumes to meet slated business Service-Level Agreement (SLAs). Management of IT projects by meeting defined requirements to improve site operations.

· Customer and team interactions to meet business goals

· Incidence and Stakeholders Management

· Took lead on initiatives for improving our team’s representation (Team Wiki page for 25 FC locations)

· Perform daily, monthly, quarterly site audits to make sure infrastructure and end user devices are met with OpsTechIT documented standards

· Manage and troubleshoot local Linux workloads for last mile business units

· First Point of contact/lead engineer to triage the complex AWS backed networks to ensure peak uptime

· Serves as the Point of Contact of OpstechIT for delegated sites for site Operations

· Perform and participate in pilot and deployment projects delegated from OpstechIT teams and PMOs

· Operate in complete autonomy in providing short and long-term solutions while adhering to standards

· Serve as an escalation point for junior and new staff members for quicker resolution, direction, and general OpstechIT knowledge

· 24/7 Rotational On-Call Operational Services or Support

· Vendor Management (Primary Point of Contact with Amazon Third-Party Vendors)

· Participating in last mile site launches in the NY area to ensure operational readiness

Tekscape, Inc. New York, NY 01/2020-03/2020 Technical Lead, Systems Engineer

Responsible for the management of the Windows Systems Engineering team, the escalated of complex technical issues from the Dispatch team (first line of support) using Windows Server and Roles experience and RMM tools (ConnectWise Automate/Labtech). Additional responsibilities include addressing server (physical and virtual) alerts and outages (using Connectwise and LogicMonitor) while adhering to the sensitive SLA times with the clients, worked with the other pillars of the Engineering Team (Networking & Collaboration).

· High escalated ticket resolution closure: Expected and successfully completed escalated ticket resolution of over 90% satisfactory rate (issues ranged from complex application issues, email/mail flow related issues or server related errors)

· Daily support and occasional projects with Microsoft 365 and Azure AD cloud offerings for all clients on the platform including Azure AD MFA and additional security policies, Office 365 administration, migration and support

· Support of client hybrid cloud daily administration tasks: VMWare ESXi/vCenter and Citrix XenDesktop solutions for servers and end user workloads

· Critical resource in updating client documentation in central document repository (ITGlue) as well as creating training documentation/” how to” guides for the team.

SMPL Technologies Garden City, NY 07/2018-12/2019 Systems Engineer

As a member of a smaller “start-up” company in the MSP space was responsible supporting many of their various sized clients ranging from small business (1-25 employees) to medium sized (25+ employees), responsibilities ranged from fielding helpdesk calls to supporting Microsoft/Windows on-premise and hosted/cloud services. Also gained experience in using machine data gathering tools such as Splunk

· Main responsibility was to advise and implement migration moves to services such as Office 365 and other Microsoft hosted technologies: Azure AD, Sharepoint Online, Windows Autopilot/Intune

· Responsible for finding root cause of complex issues that affects client ‘s end user devices, applications, and infrastructure in a timely manner

LISS Consulting | Neteam Solutions | Setton Consulting, New York 06/2016-06/2018

Systems Administrator – MSPs for Small- & Medium-Sized Business (SMB) Markets

Provided managed servicing needs to SMB markets including actively monitoring critical infrastructure components, cloud services, and edge devices using Autodesk/Connectwise suite. Perform Windows Server maintenance, administrate Active Directory, configure DHCP/DNS/GPO, and provide file/print services. Researched, innovated, and tested solutions for uncommon tickets. Liaised with third-party vendors on behalf of clients, supported line-of-business (LOB) applications, and provided escalated support for Tier 1 helpdesk staff.

· Promoted to LISS Consulting Escalations Team after first three months of work and regularly included on projects with professional services and project team.

· Recognized for resolving 1K+ tickets per year with 90% closure rate.

· Led by example, adhering to company best practices for consistently meeting SLAs with the highest quality service, multitasking and prioritizing activities, and proactively collaborating with cross-functional teams to rapidly resolve issues and complete projects according to Microsoft’s timeline

· Main projects were to perform cloud migrations to Office 365 from 3^rd party cloud providers such as Google Mail for cost saving measures and increased capacity/features

Widex USA, Inc., Long Island City/Hauppauge, NY 01/2012-04/2016

Systems Administrator / Network Administrator

Supported hardware and software including Windows servers, VMware, Cisco Unified Call Manager, Windows OS, Active Directory, Exchange Online, and Office365. Ensured data integrity by regularly performing backup checks and implementing updates and anti-virus programs.

§ Named Lead Server Administrator/Engineer with accountability for successful completion of projects, budget administration, and achievement of long-term goals.

§ Part of migration team to perform cut-over migration of near end of life Exchange 2003 on-premises to the cloud during the early days of Office 365 as well as post-migration support/troubleshooting

§ Reduced costs related to complex technical issues by 50%+ by personally and proactively resolving cases and ensuring end-user satisfaction.

§ Built foundation of technical documentation including troubleshooting tips, bug fixes, and procedures for specific applications to provide an easily accessible knowledge base for entire team.

§ Accelerated IT production and hardware upgrade roll-outs by 60%+ by conceptualizing, proposing, and project-managing implementation of internal operating system deployment solution using Windows Server 2008 R2 virtualized with Hyper-V coupled with MDT 2012/WDS Windows Server role.

TECHNICAL PROFICIENCIES

Hardware: Cisco Switches and Routers | Cisco ASA/FirePower/FTD, Juniper Switches/Firewalls, IPS systems, Cisco/Meraki/Mist/SonicWall edge/LAN devices

Network Protocols: L2TP, IPSEC, 802.1Q, MD5, SSH, SSL, Data encryption/hashing algorithms, DNS, SMTP, HTTP, TCP, UDP, OSPF, EIGRP, BGP, MPLS, RIP, IGMP, DHCP, ARP, QoS, AAA/RADIUS/TACACS, TCP/IP, routers, switches, firewalls, UPS

Platforms: Linux, Office365, Windows Legacy Server/Client OS’(7/8.1,2003/2008/2008R2), Windows Server (2012 R2/2016), VMware ESXi, Citrix Xen, Microsoft SQL Server, Cisco Unified Call Management, Microsoft Hyper-V

Script/Coding/Config Mgmt: IaC: CloudFormation/Azure RM, Terraform, Python, Powershell, Ansible

DevOps Tools: Kubernetes, Docker, CI/CD(Jenkins),

Cloud Services: Amazon Web Services (AWS), Azure Cloud Services, Google Cloud Service

EDUCATION

DeVry Institute of Technology, New York City, NY

Bachelor of Science in Network Management

CERTIFICATIONS

AWS Solutions Architect – Associate | CompTIA Linux+ | Microsoft Certified: Azure Administrator | Microsoft Certified Solutions Associate (MCSA): Windows Server 2016, Windows Server 2012 R2, 2008 R2 | Microsoft Certified Systems Engineer (MCSE): Windows Server 2003: Security Specialization