Experience

Technical Support Manager - Rapidminer (2015-Present)

Helped to transform support into a 24x7 operation, including the design of our alerting system to help maintain enterprise SLA response times.

Client Systems and Support Engineer
- Amazon Robotics (2013-2015)

· Provided 3rd and 4th tier support for client robotic logistics systems.
· Eliminated backlog of 800+ cases that had been left in system following Amazon acquisition and restructuring.
· Coded dashboard of engineer caseload and metrics for internal executive management team and Amazon leadership.
· Served as POC for many clients during Corporate Peak Readiness program
· Implemented and maintained team documentation repositories and resources on Jira, SharePoint and Confluence.
· Managed implementation of client support portal for clients to submit cases digitally.
· Scripted reports and webscripts for clients to improve site efficiency, acted as team resource to code and deploy scripts via Mercurial.

IT Associate - The Kessler Group (2011-2013)

· Served as manager of helpdesk serving over 100 employees, reported to Director of Information Technology
· Managed dozens of virtualized Windows and Linux servers.
· Planned and managed Exchange Mail Server upgrade from 2003 to 2010.
· Planned and managed upgrade of EMC backup systems and Data Domain.
· Managed and deployed upgrade to a ThinkingPhones VOIP system.
· Implemented a cost cutting antivirus system bundled with laptop encryption software.
· Planned and implemented deployment of an open source Linux based imaging solution that also integrated asset management saving thousands per year.

Technology Coordinator
- Community Charter School of Cambridge (2010-2011)

· Responsible for all deployment and purchasing of class technology including laptops, Projectors and smartboards.
· Provided phone, in person and remote support to over 300 students and staff in the lower and upper schools.
· Responsible for school-wide hardware repair, server maintenance, backup system image and software deployment.
· Researched and implemented new tools for students and teachers to improve the academic experience.
· Led teacher technology training in Microsoft Office and other educational applications.
· Taught guest lectures on digital software such as using Google SketchUp for Geometry classes.
· Served as assistant coach of coed soccer team.

Senior Support Technician
- The George Washington University (2008-2010)

· Provided telephone and in person support for over 20,000 student and faculty members.
· Began as lower level helpdesk, promoted to field support and then team leader.
· Provided certified hardware support on HP, Dell and Apple computers.
· Responsible for software imaging and virus support for Windows XP, Vista, Windows 7 and OSX.
· Provided field support for systems as well as fiber to desk lines.
· Averaged 35 hours a week working while also being enrolled in the school’s Computer Science department with a full academic course load.

Animation Instructor
- The George Washington University (2008-2010)

· Began teaching digital animation through Photoshop and 3dsMax at a weeklong Computer Science Summer Program in 2008 when the head of the animation program was unavailable.
· Program was so popular in its first year that a workshop series for local students was requested by the school and created using shortened lessons.
· By 2009 the summer program had doubled in length and participants with Animation being the only section full.
· Created the entire curriculum from scratch, powerpoint presentations and cheat-sheets were created as well.
· Was paid a rate of $100/hour for each class as any associate professor would be.