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Skills

  • Root cause analysis
  • Relationship development
  • Data recovery
  • Software diagnosis
  • Escalation and incident resolution
  • Customer relationship management
  • Network security
  • API integration and troubleshooting
  • Supervision
  • Problem resolution

Work Experiences

  • Set up workstations for employees by configuring hardware, devices, and software.
  • Increased company revenue by 8% beyond 6 months targets by upselling products and services.
  • Coordinated with senior engineers and vendors to resolve escalated network outages, restoring critical systems in Raleigh in less than 2 hours.
  • Achieved 57% faster product adoption.
  • Built strong relationships with key stakeholders.
  • Coordinated across marketing teams.
  • Authored detailed troubleshooting guides.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Automated common troubleshooting steps using initiative, saving product 9 hours of manual work monthly.
  • Authored detailed troubleshooting guides, utilized by 3 support professionals globally, reducing internal escalations by 45% per quarter.

Summaries

  • Supporting hardware and software issues for system computer systems is a skillful Enterprise Support Engineer.
  • Achieved zero security breaches.
  • Achieved results in less than 4 months.
  • Accomplished enterprise engineer.
  • Accomplished enterprise engineer with a background in virtualization and application performance monitoring, providing seamless service maintenance and SLA tracking.
  • Collaborated with global teams on key projects, programmatically reducing average ticket resolution times by 55% in 2021.
  • Enterprise Support Engineer with 6 years of successful data analysis and risk assessment experience.
  • Effectively troubleshoots and resolves issues on its own.
  • Excellent process improvement and strategic planning knowledge.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Collaborated with team of 13 in the development of standard.
  • Resolved product issue through consumer testing.
  • Provided advanced L2/L3 support for critical production incidents, reducing downtime by 25% for key enterprise customers.
  • Led efforts to address complex incidents for Salesforce, resolving 37% within 6 months and significantly enhancing client SLA compliance.
  • Reduced incident resolution time during national system outages by coordinating between 16 teams and ensuring all resources were allocated effectively.
  • Developed, deployed, and monitored high-availability infrastructure using metric, resulting in 42% reduction in service latency across 18 regions.
  • Managed virtualization environments using program, reducing startup times by 18% and providing for improved scalability across 18 teams.
  • Coordinated with customer-facing teams to implement customized solutions for Salesforce, achieving 42% client retention by delivering strategic consultation and optimized configurations.
  • Established incident management workflows, improving first-response times during weekend shifts by 49%.
  • Provided technical guidance on the integration of HubSpot with legacy systems, enabling a smooth transition with no unscheduled downtime.

Affiliations

  • Active member of the Remote Troubleshooting Professionals Group
  • Active in the Distributed Computing Support Association (DCSA)
  • IEEE (Institute of Electrical and Electronics Engineers) member relevant to IT support
  • Member of the Amazon Web Services (AWS) Support Engineer Community
  • Freemason
  • VMware User Group (VMUG) Member
  • Member of the Cloud Native Computing Foundation (CNCF)
  • Salesforce Technical Ecosystem Forum participant
  • Oracle User Group member specializing in cloud and support roles
  • Member of the Association of Support Professionals (ASP)

Certifications

  • Certified Public Accountant (CPA)
  • Certified ScrumMaster (CSM)
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Certified Kubernetes Administrator (CKA)
  • CompTIA Network+ Certification
  • CompTIA A+ Technician
  • Google Cloud Certified Professional DevOps Engineer
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Certified Cloud Security Professional (CCSP)

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