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.