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Highlights:
- Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript and WMI.
- Establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.
- Spearheaded effort to identified a robust workflow tool to replace existing solution. Engineered the installation and appropriate configuration of this extensible solution for the lab environment. This effort resulted in the ability to workflow automation, which reduced ~20 hours manual tasks weekly for the staff.
- Reduced overall security risk by 80% by developing a new method of maintaining virtual machine templates to allow for dynamic updating of patching and third party software loaded on image.
- Co-led the Two Factor Authentication implementation on all Windows assets in the Innovation Lab. This work greatly increased the Safety and Soundness of lab infrastructure.
- Participated in a 10-member virtual team consisting of leading architects and engineers during the Accessibility Hackathon. Helped shape the vision for enhancing the effectiveness of lab services through a pluggable architecture for service platforms using cloud frameworks and integration.
- Provided leadership for the implementation and transition of lab services project compliance and reporting to the corporate Microsoft System Center Configuration Management (SCCM) tool through End User Computing (EUC).
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Highlights:
- JRE 1.8.0_65 Upgrade
- Organized and facilitated individual UAT testing for ~40 applications to ensure compatibility before deployment.
- Reached out directly to each LOB to identify all that could be impacted by this update and coordinated testing accordingly to minimalize impact.
- Identified multiple exception groups and worked with them individually to create migration/update strategy that meets their needs, as well as security requirements.
- Created Java Dependent Applications report in Altiris to quickly identify all JRE dependent applications, categories, and deployment phase for each user; which will greatly improve efficiency and reduce timeline for future update/deployment.
- Monitored and participated on project team for projects related to JRE dependent applications to ensure no conflicts exist and efforts were not being duplicated.
- MyED Pulse
- Identified gap in support ability for Field and Help Desk related to remote users; contacted Remote Access Management team to explore opportunities for improvement, which resulted in being introduced to MyED Pulse well ahead of the rest of the organization.
- Proactively researched what was required to implement MyED Pulse in our environment.
- Formed task force to gather all needed information, implement all prerequisites, and deploy to Nexus.
- Task force included representation from Endpoint Engineering and Emergency Services team, Network Security Influent Engineering team, Field Support, Help Desk, Desktop Engineering, and Altiris.
- Proactively set up biweekly meetings and worked with business and technology partners over several months to ensure all components were installed on our desktops in timely manner and we were 100% prepared for the roll-out of MyED Pulse in our environment.
- Applications deployed in connection with this project:
- GPO Changes
- RASDeviceCertificateEnrollment
- Sentry
- MyEDPulse
- MyEDScriptLauncher
- Wealth Login Script 1.4
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Highlights:
- With superior customer focus received five Achieving Excellence and six Shared Success awards. Also a Gold Coin recipient as well as earning the TOG Top Performer of the year
- Cultivated an environment for technical support by educating customers, being a lead technical resource for others on the team, and making sure that others on the team have the help and coverage when needed
- Lead in organizing and putting together a Field Daily Operating Procedures (Playbook), which resulted in a more streamlined support model for our customers and field technicians.
- Analyzed support coverage for Southern California region and geographically re-aligned support coverage, which resulted in saving time and money across the footprint.
- Designed, Engineered, and implemented a new survey system to allow management insite into our customer’s satisfaction ratings.
- Developed method of reducing old hardware inventory by over 80%, which drastically reduced overall risk to the firm.
- Utilizing proven organizational skills and prioritizing, achieved the highest number of incidences per year (TT’s and SR’s combined).
- Trouble Tickets: 167 closed, SLA 99.39%
- Service Requests: 369 closed, SLA 99.70%
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Highlights:
- Proven success managing all Project initiatives from start to finish.
- Proven ability to manage complex reports and statistics related to demographics of user populations, performance evaluation, and trends.
- Streamlined reporting procedures by coding automated processes; which reduced 10 hours weekly reporting time.
- Implemented automated customer satisfaction survey which increased customer response ratings by 25%.
- Identified, developed, and implemented automated process to ensure newly imaged computers had necessary software installed.
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Highlights:
- Responsible for on-call support for staff (20-25 workstations, 2 servers)
- Maintained Antivirus support and general computer maintenance
- Identified risk due to no BCP plan, developed and then maintained data integrity and performed system back-ups to ensure recovery
- Greatly increased security within the infrastructure by planning, designing, and implementing domain including GPO restrictions.
- Maintained VPN connections and remote desktop connections for vendors and employees.
- Worked with vendors to ensure proper network connections/capacity was in place and functional.
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Highlights:
- Webmaster for internal knowledge base (resource for 700+ applications supported) ensuring accuracy and available with support models for applications and user population
- Acted as Lead technical resource to team by mentoring team members, documentation of procedures, and provides informal training.
- Utilize various software types to Interpret, evaluate, and resolve inquiries pertaining to functional and technical operation of all installed and supported applications, hardware and software products.
- Subject matter expert for over 60 Wells Fargo applications.
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Highlights:
- Inherited team that was performing below standard in almost all areas, utilizing proven skills in coaching, mentoring, and leadership, was able to increase their performance to top levels within a 4 month period.
- Served as mentor to new supervisors and assisted them with transitioning into their new role.
- Analyze complex inquiries and determine appropriate technical solutions with 90%+ resolution rate.
- Lead Quality Assurance Task force, which resulted in successful implementation of new Quality Assurance Monitoring forms to more accurately report customer satisfaction in core focus areas.
- Designed and implemented statistical summary reporting for all management and supervisors, which provided a complete view of performance of the department.
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Highlights:
- Led project to create Complex (Financial software technical support) department from ground up.
- Troubleshoot network, hardware and software issues using pre-defined guidelines, templates and/or test scripts, identifies and escalates problems.
- Provided support for complex technical issues related to assigned applications, systems, databases and/or other technical products and services.
