About
As an IT Manager with a robust foundation in technical engineering, I direct comprehensive IT operations and deliver strategic solutions for complex technical challenges across diverse industries. My background centers on optimizing enterprise device lifecycle management (MDM) and architecting multi-channel support frameworks that have served global brands, including Google, Comcast, RingCentral, Workato and Virgin Media.
I bring deep technical oversight to SaaS infrastructure, cloud-monitoring environments utilizing Datadog and Amplitude, VoIP configurations, and cross-platform server administration across Linux and Windows. By strategically integrating AI, enterprise CRMs, and operational platforms like Salesforce, JIRA, and Slack, I modernize workflows, drive efficient incident resolution, and uphold the highest standards of service delivery and customer satisfaction.
Experience
- Business Technology Support Analyst – Workato Inc.
Managed enterprise application provisioning workflows and spearheaded the daily optimization of knowledge base architectures. Drove strategic initiatives to enhance AI performance within internal Slack environments while providing specialized Tier-1 hardware and software troubleshooting for Mac users. - Tier 3 Support Engineer – SupportNinja (former Bolton International, Inc.)
Led advanced software troubleshooting initiatives leveraging cloud-monitoring platforms such as Datadog and Amplitude. Acted as a Subject Matter Expert (SME) to surface critical customer feedback for product enhancements, delivering technical expertise to stakeholders across diverse channels. - Technical Support Engineer – Alvaria. Inc. (former Noble Systems Inc.)
Managed complex technical escalations for high-profile clients, leveraging advanced knowledge of Linux OS administration, PostgreSQL databases, and VoIP configurations. Executed in-depth server diagnostics and packet capture analyses using Wireshark to ensure optimal network stability. - Technical Support Tier 2 – Acquire BPO Inc. / Ring Central
Directed high-tier VoIP and network hardware support, utilizing CRMs like Salesforce and JIRA to streamline incident resolution workflows. Consulted on network design elements and ensured the highest degree of operational integrity when managing escalated customer inquiries. - Technical Support Representative – Concentrix Inc. / Virgin Media Ireland Orchestrated incident and crisis management processes for major telecommunications services. Provided critical expertise in root cause analysis for major systemic incidents, driving cross-functional collaboration with corporate vendors to minimize service disruptions.
- Subject Matter Expert – Sykes Global Inc. / Google Consumer Play Apps
Served as a primary escalation point and Subject Matter Expert, delivering strategic solutions for Tier 1 escalations. Tracked critical cases, mentored support teams through comprehensive end-of-day reporting, and maintained rigorous operational standards. - Technical Support Tier 1 – VXI Global Inc. / Comcast Central Managed escalated customer situations independently, prioritizing first-call resolution and strict adherence to SLAs. Navigated multiple complex software systems simultaneously to maintain precise service orders and ensure accurate repair ticketing.
Work Philosophy
My philosophy centers on uniting robust technical strategy with seamless operational execution. By blending IT service management, advanced cloud-monitoring, robust incident resolution protocols, and cross-functional leadership, while strategically leveraging AI and enterprise automation, I streamline workflows, enhance system scalability, and drive exceptional customer experiences through continuous technological improvement.
