📂 Employment History

📌 APPLICATION SUPPORT ENGINEER (RPA)

✅ 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.

✅ 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.

🖥️ 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.

🚀 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.

🖥️ 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.

🏷️ 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.

🖥️ 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.

📈 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.

🔧 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.