Employment History
📌 APPLICATION SUPPORT ENGINEER (RPA)
🏢 JPMorganChase Co - Wilmington, DE (Hybrid) | 🗓️ 04/2024 - Present
- ✅ Delivered comprehensive frontline production support, ensuring continuous operation and minimizing downtime for RPA systems and workflows.
- ✅ Collaborated with stakeholders, vendors, and cross-functional engineering teams to troubleshoot and resolve production issues, implementing lasting solutions for recurring problems.
- ✅ Assisted developers in managing production deployments via CI/CD pipelines (Jenkins), automating and optimizing release cycles for greater efficiency and reduced lead times.
- ✅ Actively monitored production environments through detailed dashboards, ensuring system performance, uptime, and rapid response to performance degradations.
- ✅ Leveraged UiPath and WinAutomation to support and enhance RPA workflows, driving process efficiency and automation reliability.
- ✅ Authored and maintained in-depth documentation of new processes, fostering team-wide knowledge sharing and promoting consistency in RPA management.
📌 MSP ENGINEER
🏢 VineBrook Technology - Andover, MA (On-Site) | 🗓️ 01/2024 - 04/2024
- ✅ Managed user onboarding and offboarding for a variety of clients.
- ✅ Utilized Jamf to manage and configure Apple devices (iPhones, iPads, MacBook Pro, Mac Mini).
- ✅ Leveraged FreshService to manage IT inventory, users, and incoming user requests.
- ✅ Administered user accounts across both on-premises environments and Azure AD.
- ✅ Managed Microsoft 365 licenses and streamlined account provisioning.
- ✅ Set up and built MacOS and Windows-based PCs for efficient user deployment.
- ✅ Collaborated with client IT personnel to generate daily reports.
- ✅ Proactively monitored communication channels on Slack and Microsoft Teams.
📌 IT SUPPORT TECHNICIAN (CONTRACT)
🏢 Sevita – Lawrence, MA (Remote) | 🗓️ 04/2023 – 07/2023
- 🖥️ Provided technical support to users, including password resets and computer setups.
- 🛠️ Utilized Salesforce for efficient user information management and issue tracking.
- 📞 Handled incident tickets using 8x8 VOIP and EasyVista for prompt resolution.
- 🌐 Troubleshot Cisco AnyConnect VPN connectivity issues, ensuring secure remote access.
- 🏷️ Explained technical concepts in clear terms to non-technical users, improving customer satisfaction and issue resolution speed.
📌 DEVOPS ENGINEER
🏢 Motorola Zoom (Now Minim) – Manchester, NH | 🗓️ 01/2022 – 03/2023
- 🚀 Automated CI/CD pipelines using Jenkins & CircleCI, eliminating manual work.
- 🚀 Developed and maintained monitoring & alerting tools (Grafana/Prometheus, Datadog, New Relic).
- 🚀 Optimized AWS infrastructure to reduce unnecessary cloud spending.
- 🚀 Automated provisioning & configuration of high-availability web servers using Terraform & Ansible.
- 🚀 Built optimized Docker images for web apps, improving efficiency and security.
- 🚀 Managed Kubernetes deployments, ensuring 99.9% uptime through rolling updates & resource monitoring.
📌 NETWORK SUPPORT SPECIALIST
🏢 Motorola Zoom (Now Minim) – Manchester, NH | 🗓️ 06/2020 – 01/2022
- 🖥️ Troubleshot Motorola products, PCs, tablets, smart devices, printers, and IP cameras.
- 🖥️ Provided technical support via phone, email, and chat.
- 🖥️ Identified and implemented troubleshooting techniques to reduce downtime & system failures.
📌 TECHNICAL SUPPORT SPECIALIST II
🏢 GlobalTel (GTL) – Dallas, TX | 🗓️ 07/2018 – 06/2020
- 🏷️ Remote Support & Rapid Response: Provided immediate remote support for Linux-based kiosks, responding to phone calls, emails, and voicemails within 30 minutes.
- 🏷️ Real-time Monitoring & Troubleshooting: Continuously monitored & resolved live device issues.
- 🏷️ Collaboration & Coordination: Worked closely with field technicians & vendors to execute maintenance tasks, hardware replacements, and software updates.
- 🏷️ Explained technical concepts to non-technical users, improving customer satisfaction.
📌 TECHNICAL SUPPORT SPECIALIST I
🏢 GlobalTel (GTL) – Dallas, TX | 🗓️ 07/2017 – 07/2018
- 🖥️ Provided technical support to field technicians & third-party vendors.
- 🖥️ Assisted with modem/router setup and escalated issues to the appropriate teams.
- 🖥️ Provided remote troubleshooting for Linux-based kiosks.
📌 RETAIL SALES LEAD
🏢 T-Mobile – North Richland Hills, TX | 🗓️ 07/2014 – 07/2017
- 📈 Sales & Promotion: Consistently met and exceeded sales targets through upselling & cross-selling.
- 📈 Data Management & Record-Keeping: Maintained sales records, customer inquiries, and inventory.
- 📈 Team Collaboration: Brainstormed and implemented new sales strategies with store management.
- 📈 Coached sales associates in product knowledge & selling techniques.
📌 LAPTOP TECHNICIAN (CONTRACTOR)
🏢 Hewlett Packard (Via SMS Infocomm) – Grapevine, TX | 🗓️ 05/2014 – 07/2014
- 🔧 Hardware Replacement: Replaced LCD screens, motherboards, hard drives, RAM, and wireless cards.
- 🔧 BIOS Management: Updated BIOS configurations for performance improvements.
- 🔧 Quality Assurance: Conducted rigorous testing to reduce return rates & customer complaints.
- 🔧 Installed, configured, tested, and maintained operating systems & applications.
📌 RPA SUPPORT ENGINEER
Current Role🏢 JPMorganChase Co - Wilmington, DE (Hybrid) | 📅 04/2024 - Present
✅ Currently providing comprehensive frontline production support, ensuring continuous operation and minimizing downtime for RPA systems and workflows.
✅ Actively collaborating with stakeholders, vendors, and cross-functional engineering teams to troubleshoot and resolve production issues.
✅ Managing and assisting developers in production deployments via CI/CD pipelines (Jenkins), automating and optimizing release cycles.
✅ Continuously monitoring production environments through detailed dashboards, ensuring system performance and rapid response to degradations.
🔧 Current Role Overview
Active🛠️ Technologies & Tools:
🔧 Daily Responsibilities in Current Role:
- 🚨 Providing frontline production support for RPA systems and workflows (Current)
- 🔍 Troubleshooting and resolving production issues in real-time (Ongoing)
- 🤝 Collaborating with vendors and cross-functional engineering teams (Daily)
- 🚀 Managing production deployments via Jenkins CI/CD pipelines (Active)
- 📊 Monitoring systems through detailed dashboards and alerts (24/7)
- 📝 Documenting processes and maintaining team knowledge base (Continuous)