School Technology Support II/Cloud Admin/Help Desk Admin Resume Atlanta, GA - Hire IT People

SUMMARY:

Operationally savvy and entrepreneurial - minded leader with a successful career driving the transformation of the Information Technology roadmapSLAs. Project-managed and scaled
Enterprise clients, stewarding lifecycle deployment of a Cloud based Airport Collaborative Decision Making service. Key strategist to VPs and Directors in driving plans across core levers of the P&L. Passion for technology support, helping customers, and inspiring teams to reach their fullest potential.
Technology Value Stream & Business Enablement
RFP/SLA Negotiator Managed $60M Client Portfolio
P&L Support, KPIs, Service Delivery Model Design
Takes Teams to the Next Level

PROFESSIONAL EXPERIENCE:

Confidential

School Technology Support II/Cloud Admin/Help Desk Admin

Responsibilities:

Technical Support Specialist II for SLC Zone. Directly responsible for a team of 5, or more, depending on the project. Manage ticket counts, and prioritize where STS Tech 1s are needed most, and deploy them to sites based upon need.
Drove 100% compliance with customer satisfaction standards.
Achieved 98% customer retention rate for technical services portfolio of Enterprise clients.
Managed over 20,000 devices, and deploy software and updates via Microsoft Azure.
Performed daily system monitoring, verified the integrity, confidentiality, and availability of hardware, server resources, system, and application logs.
Collaborated with senior IT management to develop strategies and plans to enforce security requirements, address identified risks, and communicate flaws in the security systems.
Assisted engineers with troubleshooting and identifying the root cause of incidents, threats, and updates required for remediation.

Confidential

Customer Engineer

Responsibilities:

Provide technical problem resolution on a wide variety of issues ranging from general questions, to in-depth and complex technical issues as installation of hardware, integration, and interfacing.
Manage customer relationships up to executive levels.
Performed technical consulting for hardware management and deployments.
Earn 98% customer satisfaction on customer reviews.
Maintain in-depth knowledge of company supported products.

Confidential, Atlanta, GA

Technical Support Engineer

Responsibilities:

Quick and efficient response to customer/partner requests for technical support.
Provide technical support to field engineers.
Case management using Salesforce.
Direct the diagnosis and workflow of each service event to ensure successful conclusion.
Order parts based on my troubleshooting and make sure they arrive on time to meet SLA.
Accurately documented, tracked, and monitored cases to ensure timely resolution.
Perform troubleshooting on electrical systems.
Know and understand schematics for biomedical devices.

Confidential, Atlanta, GA

Technical Support

Responsibilities:

Responsible for management, maintenance, configuration, and support to all hardware on the network including, printers, servers, and computers, locally and exterior sites within the district.
Built out several IDF cabinets, and MDF rooms, and accompanying servers and switches.
Provide face to face and remote support to end users for both hardware, and software related issues.
Led customer success deliverables for a 3-year, $15M service level agreement for technical and networking services.
Project lead for Confidential TSG, for new device deployments and equipment upgrades.
Used SCCM to deploy software updates and deploy new images to devices.