Professional Summary
Operations Support Lead and Senior Systems Engineer with over 8 years of experience driving IT support, incident management, and network troubleshooting. Proven track record of directing Level 1 and Level 2 support teams to maintain strict Service Level Agreement (SLA) standards. Leverages strong analytical skills to streamline operational workflows, cutting resolution time by over 15%, authoring standard operating procedures (SOPs), and managing complex technical deployments.
Highly skilled IT professional with a growing interest in application development, possessing hands-on expertise in computer hardware, software, Active Directory management, VoIP telephony (Avaya, Oceania, UAD SIP, PureCloud), and remote connectivity solutions. Recognized for exceptional customer service, performance coaching, and a proactive approach to identifying process gaps to prevent problem recurrence while maintaining security and change control guidelines.
Professional Experience
- Manage day-to-day workflow and task assignments for Level 1 (L1) and Level 2 (L2) support teams, directing team operations to resolve system incidents efficiently.
- Provide core operational support for incident, change, problem, and request management processes.
- Support the implementation of new controls and proactive monitoring activities to close technology/process gaps and prevent problem recurrence.
- Serve as a primary escalation point for complex technical issues not resolved at a technician level.
- Ensure prompt and accurate response to customer complaints and requests for information, coordinating all necessary follow-up.
- Proactively maintain and audit team Standard Operating Procedures (SOPs), creating new user guides and operations runbooks for technicians.
- Perform systematic quality audits of cases and tasks to track, report, and maintain strict SLA compliance for the team.
- Assist in managing operational reporting requirements and KPI measurements.
- Create and maintain presentation decks for weekly, monthly, and quarterly service reviews with the client.
- Served as the primary point of contact for customer inquiries, delivering technical support via walkup, remote control software, chat, and email.
- Prioritized and managed high-volume support queues to maintain operational speed and reliability in a fast-paced 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.
- Analyzed system event logs and diagnostic metadata to troubleshoot complex software and infrastructure anomalies.
- Guided users through complex troubleshooting cycles, providing structured, step-by-step technical instructions.
- Managed incident escalation pathways, translating and routing unresolved system issues to specialized backend engineering tiers.
- Authored and maintained accurate technical document guides for internal knowledge-base libraries.
- Maintained meticulous incident and system state documentation in ticketing systems to track fleet infrastructure health.
- Proactively communicated ticket statuses and remediation ETAs to all technical and business stakeholders.
- Channeled user experience telemetry and feedback to software development teams to drive platform improvements.
- Leveraged advanced network diagnostics to resolve enterprise VPN, routing, and device connectivity failures.
- 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.
- 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.
- 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 7 and Windows 10 navigation guides, categorizing incident logs and earning management recognition for minimized resolution times.