Union City, California, United States
Led on-prem to cloud migrations, orchestrated the shift to remote work during the COVID-19 pandemic, consolidated data centers for cost savings, and streamlined shipping hubs. Continued with duties consistent with those outlined in the previous role below. Key Achievements: Ensured seamless access to Atlassian Jira and Confluence sites for 4+ years, even during prolonged internal data center outages, by successfully migrating to the cloud. Achieved substantial cost savings in the millions and preserved high-contribution margins by successfully transitioning critical tools (Jamf, CrashPlan, Malwarebytes, CarbonBlack) from the data center during the DVD business wind-down. Maintained a 70% operating margin and reduced the company footprint by collaborating with internal teams to optimize operations.
Delivered comprehensive support across various facets, managing 15+ distribution centers and providing on-call support during operational hours. Oversaw deployments, maintained applications and hardware and was the primary contact for multiple tools. Administering applications like Confluence, Jira, PagerDuty, and others, I played a pivotal role during system outages, collaborating with vendors for swift issue resolution. My responsibilities included documentation updates, server monitoring, Active Directory automation, Linux system administration, and implementing tools like Rundeck. I contributed to creating group policies, provided AV support for executive offices, and mentored new hires, showcasing a diverse skill set in optimizing operational efficiency. Key Achievements: Achieved 80% time savings by automating quarterly database failover activities by implementing Rundeck, eliminating the need for manual server logins and application restarts. Reinforced security with an automated PowerShell script, logging off disconnected RDP sessions and enhancing the system's defense against vulnerabilities. Ensured uninterrupted service for thousands of customers by implementing pre-configured standby routers, preventing future shutdowns due to power outages, and revamping hub operations. Enhanced the division's technological infrastructure for streamlined operations and improved accessibility by migrating JAMF and CrashPlan from on-premises to the cloud.
Provided desktop and Helpdesk support to local and remote users, overseeing support queues through various platforms. Managed Active Directory user accounts, performed Google administration tasks, and offered executive support to the GM of the DVD division and other executives. Additionally, I handled the administration of LANDesk for Windows devices and JAMF for Macs, including deployment, imaging, reporting, and configuration. Played a crucial role in domain migrations for Active Directory and Google Suite and contributed to the research, testing, and purchasing of IT hardware and applications. Completed biweekly on-call support for corporate users and hubs and spun out environments of LANDesk and JAMF for managing endpoints. Key Achievements: Took a leadership role in the Desktop Support team, actively participating in projects to streamline processes and improve the user experience. Revolutionized new device provisioning by implementing Apple DEP with Jamf, achieving a seamless and zero-touch workflow for laptop handovers to users. Enhanced system integration, improved collaboration, and optimized functionality by executing Active Directory and Google Suite domain migrations.
- Work at the Salesforce.com San Francisco office as a Level 1 Desktop Support Tech - Provide IT support for; numerous other offices. - Work with CompuCom senior management to improve team productivity and efficiency -Work with CompuCom senior management on additional project work assigned by Salesforce.com -Review resumes and conduct initial interviews to fill vacant permanent positions and also project based temp positions. -Train new coworkers for permanent positions as well as project work -Work on creating and maintaining documentation to be used by the team -Support the lease swap process by conducting research, creating cases and then working with users to swap their laptops and desktops - Provide post swap support to users to resolve any issues -Support the termination process by collecting IT equipment from terms -Assist on-boarding employees during New Hire Orientation -Manage and work on Provisioning, New Hire, System Swaps and Termination queues -Work with Helpdesk and Senior Desktop staff to identify and resolve escalations -Perform basic TCP/IP connectivity setup & troubleshoot issues on various network connections (LAN//Broadband/Wireless) -Perform Creation, Management and Termination of user accounts in Active Directory -Initiate and track service requests with 3rd party vendors (Dell/Apple) -Manage IT assets by using the internal Asset Management System - Work with Client Engineering to test new images. -Modify and update existing images using Norton Ghost Key Achievements: -Conducted approximately 1500 lease swaps and closed over 5000 tickets consistently outperforming peers - Maintained an average score of 4.9 out of a maximum of 5 in user satisfaction surveys
- Work at the Salesforce.com San Francisco office as a Level 1 Desktop Support Tech - Provide IT support for; numerous other offices. - Work with CompuCom senior management to improve team productivity and efficiency -Work with CompuCom senior management on additional project work assigned by Salesforce.com -Review resumes and conduct initial interviews to fill vacant permanent positions and also project based temp positions. -Train new coworkers for permanent positions as well as project work -Work on creating and maintaining documentation to be used by the team -Support the lease swap process by conducting research, creating cases and then working with users to swap their laptops and desktops - Provide post swap support to users to resolve any issues -Support the termination process by collecting IT equipment from terms -Assist on-boarding employees during New Hire Orientation -Manage and work on Provisioning, New Hire, System Swaps and Termination queues -Work with Helpdesk and Senior Desktop staff to identify and resolve escalations -Perform basic TCP/IP connectivity setup & troubleshoot issues on various network connections (LAN//Broadband/Wireless) -Perform Creation, Management and Termination of user accounts in Active Directory -Initiate and track service requests with 3rd party vendors (Dell/Apple) -Manage IT assets by using the internal Asset Management System - Work with Client Engineering to test new images. -Modify and update existing images using Norton Ghost Key Achievements: -Conducted approximately 1500 lease swaps and closed over 5000 tickets consistently outperforming peers - Maintained an average score of 4.9 out of a maximum of 5 in user satisfaction surveys