Greater Philadelphia
Systems Engineer & IT Support Specialist | People-First Technical Problem Solver 12+ years of experience keeping complex technical infrastructures running seamlessly. My approach to IT is simple: technology should empower people, not frustrate them. I believe that great technical support requires just as much empathy and people skills as it does technical troubleshooting. Whether I'm diving deep into system architecture or helping a colleague through a high-pressure outage, I bring an approachable, lighthearted energy that calms the room and keeps the team smiling. I thrive at the intersection of technical problem-solving, process optimization, and hands-on collaboration. What I bring to a team: • Deep Technical Resolution: Expert-level troubleshooting, systems infrastructure design, and proactive maintenance. • User-Centric Support: A track record of bridging the gap between complex engineering and everyday end-user needs. • Positive Team Culture: A natural ability to lift morale, lighten the mood during stressful high-priority outages, and build genuine rapport with colleagues and clients alike.
• Acted as a primary Tier 3 escalation point, diagnosing and resolving high-priority technical support requests to meet strict SLAs for 85+ external corporate environments. • Co-managed enterprise solution projects, driving client infrastructure migrations, system integrations, and multi-vendor rollouts. • Investigated and troubleshot complex system, application, and Microsoft 365 administration issues, along with providing expert analysis and guidance for resolution. • Accomplished high resolution rates on high-complexity Tier 3 technical escalations by executing deep-dive root cause analysis and coordinating with third-party vendors on critical system configurations. • Optimized client retention and satisfaction by driving consistent, high-touch communication protocols with enterprise users during complex technical escalations. • Authored and maintained Standard Operating Procedures (SOPs), comprehensive knowledge base articles to reduce repeat escalation rates. • Accelerated team performance and alignment by mentoring junior support staff on advanced troubleshooting methodologies, consistently meeting weekly KPI and corporate CSAT targets. • Continuous 24/7 high-availability infrastructure support for mission-critical client systems by managing an on-call rotation schedule and after-hours escalation workflows.
• Resolved high-level Tier 2 remote and onsite engineering requests for a diverse portfolio of 85+ enterprise clients utilizing advanced ticketing infrastructure. • Supported Tier 1 as a technical escalation checkpoint to reduce ticket backlog and • Collaborated with external vendors to deliver high-level specialized technical support and implementation projects. • Administered NOC maintenance initiatives, executing system patching, security hardening, critical updates, and comprehensive server/workstation backups. • Guaranteed 24/7 high-availability and system resilience for enterprise client networks by engineering robust after-hours escalation paths and managing critical infrastructure response teams.
• Spearheaded remote and onsite technical service delivery for 85+ corporate clients, successfully processing high-volume incidents and requests utilizing centralized internal ticketing systems. • Delivered tailored technology roadmaps and infrastructure upgrades for corporate clients by analyzing centrally managed server, workstation, and security health reports. • Standardized corporate onboarding procedures by configuring and deploying hardware assets (tablets, laptops, network devices) to exact company security baselines. • Optimized client-facing operational uptime by architecting structured 24/7 on-call rotation schedules and standardizing after-hours escalation workflows for mission-critical infrastructure systems.
• Supported operational continuity for a workforce of 1,000+ personnel by delivering desktop support for 200+ HQ users and remote systems engineering for 800+ clinical practitioners. • Provisioned, configured, and deployed mobile enterprise assets (tablets and laptops) mapped to strict corporate IT compliance and security standards for on-site and remote personnel. • Maximized uptime for critical healthcare software by providing tier-2 application support for the enterprise Electronic Health Record (EHR) system. • Streamlined mobile workforce operations by provisioning, securing, and managing enterprise iOS, Android, and Windows mobile endpoints. • Partnered with technical vendors to diagnose and resolve escalated user hardware and software technical support requests.
• Resolved technical infrastructure issues across on-site and remote corporate environments utilizing advanced remote desktop management utilities. • Administered end-user technical support, diagnosing and remediating day-to-day technology issues submitted via the corporate ticketing platform. • Managed the end-to-end onboarding lifecycle by establishing active user accounts and configuring hardware workstations according to defined IT standards. • Coordinated with third-party technical vendors and engineering representatives to troubleshoot, escalate, and resolve complex enterprise hardware and software deficiencies. • Delivered comprehensive mobile platform support, troubleshooting hardware, connectivity, and enterprise application profiles for iOS and Android devices. • Managed technical vendor accounts, auditing and processing weekly procurement and payment invoice requests to maintain vendor compliance
• Delivered white-glove technical support directly to Executive Vice Presidents, Directors, and senior administrative staff, ensuring minimal system downtime for critical business leaders. • Quality assurance test of advanced VTC audio and video hardware assets to guarantee optimal multi-site performance. • Facilitated high-priority technical support for executive-level VTC meetings, ensuring zero downtime during critical corporate sessions.
• Elevated fan experience by resolving inquiries, addressing concerns, and managing guest belongings efficiently. • Guided attendees with accurate navigational assistance throughout the stadium premises to ensure smooth crowd flow.