Professional Summary
Results-driven Data Center Technician with over 8 years of experience in enterprise IT operations, mission-critical infrastructure deployment, server hardware diagnostics, and network engineering. Currently operating and maintaining cutting-edge hyperscale physical infrastructure at Google within the Hardware Operations (AI & Infrastructure) team, supporting world-class compute clusters, Linux server systems, and high-density networking.
Proven track record of maintaining strict Service Level Agreements (SLAs), optimizing operational workflows, authoring Standard Operating Procedures (SOPs), and managing complex hardware deployments. Expert in component-level diagnostics, server hardware break-fix (CPUs, DIMMs, system boards, storage media, PCIe accelerators), structured fiber/copper cabling, and data security sanitization while adhering strictly to Environmental Health & Safety (EHS) guidelines and Google physical security standards.
Professional Experience
Data Center Technician
September 2026 – Present • Columbus, OH
- Deploy, operate, and maintain hyperscale data center infrastructure across projects and operational zones, installing, configuring, testing, and maintaining enterprise server hardware and server software across Google Linux clusters.
- Perform component-level diagnostics and break-fix repairs on servers, compute nodes, and mission-critical infrastructure, replacing failed CPUs, memory DIMMs, motherboards, storage media, and PCIe accelerators to ensure 99.9%+ fleet availability.
- Configure, test, and troubleshoot networking infrastructure, including switches, routers, optical transceivers, structured fiber optic/copper cabling, and network protocols across server rows and racks.
- Maintain data security and media integrity, strictly tracking and sanitizing storage media in compliance with Google data security standards and disposal policies.
- Execute hardware decommissioning and parts harvesting, disassembling end-of-life equipment for component recycling and spares management in a collaborative team setting.
- Conduct preventative maintenance and rack deployment on equipment, servers, and power/cooling infrastructure based on identified issues with defined solutions and limited guidance.
- Adhere strictly to Environmental Health & Safety (EHS) and physical security procedures, safely lifting, positioning, and racking 50+ lb enterprise hardware across shift-based schedules.
Operations Support Lead
January 2026 – September 2026 • New Albany, OH
- Managed day-to-day workflow and task assignments for Level 1 (L1) and Level 2 (L2) operations teams, directing team operations to resolve system incidents efficiently.
- Provided core operational support for incident, change, problem, and request management processes across global infrastructure supporting 18,000+ users.
- Supported the implementation of new controls and proactive monitoring activities to close technology and process gaps, cutting recurring issues and resolution times by over 15%.
- Served as the primary technical escalation lead for high-priority incidents and complex system anomalies unresolved by frontline technicians.
- Proactively maintained and audited team Standard Operating Procedures (SOPs), authoring operations runbooks, KPI measurements, and SLA quality matrices.
- Created and presented operational presentation decks for weekly, monthly, and quarterly service reviews with Meta stakeholders.
Senior Systems Engineer
May 2023 – December 2025 • Kansas City, MO
- Served as the primary point of contact for customer inquiries, delivering technical support via walkup, remote control software, chat, and email, resolving 15+ complex issues daily.
- Prioritized and managed high-volume support queues to maintain operational speed and reliability in a fast-paced enterprise environment.
- Delivered exceptional client service quality, maintaining top-tier customer satisfaction ratings through fast first-contact resolution.
- Conducted complex remote system troubleshooting using diagnostic trees and telemetry tools to isolate and fix root causes across system event logs.
- Managed incident escalation pathways, translating and routing unresolved system issues to specialized backend engineering tiers.
- Leveraged advanced network diagnostics to resolve enterprise VPN, routing, and device connectivity failures.
Specialist Customer Support
July 2021 – April 2023 • Kings Mountain, NC
- Diagnosed and resolved hardware, software, network, and telecommunications issues for internal and outside customers via telephone and ticketing systems, adhering strictly to security and SOX guidelines.
- Analyzed historical database records to troubleshoot and isolate complex, recurring system errors in cooperation with senior specialists.
- Managed incident records databases and assessed issues to determine if problems were related to business processes, applications, or network infrastructure.
Senior Support Engineer
October 2018 – July 2021 • Kings Mountain, NC
- Administered IP Telephony systems (Avaya, Oceania, UAD SIP, and PureCloud) for multi-floor call centers, ensuring reliable communication.
- Redesigned team mailbox migration flows and executed complex Active Directory user migrations during corporate mergers.
- Troubleshot Office 365, Skype for Business, and network access challenges while executing password resets, accounts provisioning, and printer coaching.
- Supported Level 1 helpdesk agents during high call-volume overflow periods, ensuring SLAs were met and documenting troubleshooting runbooks.
Tier One Remote Agent
June 2018 – October 2018 • Charlotte, NC
- Resolved remote connectivity, VPN, and network login issues for bank employees, guiding them back onto the network over the phone.
- Coached team members on hardware/printer installations and remoted in to configure drivers and system settings.
- Developed self-assembled Windows navigation guides, categorizing incident logs and earning management recognition for minimized resolution times.