New Jersey Institute Of Technology

Bachelor Of Science - Information Technology

Bayonne High School

IT Escalations Engineer - Amazon Web Services

• Demonstrated expertise in troubleshooting cryptography issues, including SAML, U2F (including FIPS), Kerberos, and 802.1x, on a small scale.
• Consistently delivered end-point support for challenging IT issues with an outstanding First Contact Resolution (FCR) rate of 96%.
• Managed a project to ease the new hire onboarding process, the project was a global success and increased the new hire login rate on Day1 up to 97.1% average.
• Provided on-call support for high-severity incidents, especially critical business functions impaired or down.
• Provided service-owner level support for Cloud Desktops (VMs), developed a Python script to automate variable administrative tasks, automated common deployment fixes, even automating regions with the option to overwrite.
• Had a lead role in a project to improve SOP to mitigate potential social engineering attacks.
• Developed seven bash scripts and optimized 52 others, empowering the T1 team to perform advanced administrative actions without AD access. These improvements led to a significant increase in the escalation team's service level and reduced AD access for 50% of engineers.
• Created 12 hot-fixes for arising issues, Created 54 software installation scripts for users without admin rights, created 20 global IT tutorials for users along with 7 videos within, 11 Knowledge base articles for IT Support Engineers, Created 2 SOP for IT Support Engineers, Improved 3 SOPs to tighten security.
• Expertly managed mobile device management (MDM on Airwatch), handling configuration, patching, and proactive monitoring of OEM software updates and the latest CVEs to ensure robust security measures.
• Provided an admin level support for a salesforce platform (Quip) – Worked with service owners to automate scripts for peers with no administrative access.
• Conducted analytical research on OWASP Top 10 and trending IT issues, staying ahead of new updates/upgrades. Served as a beta tester ("Braveheart") for all new software updates, ensuring smooth implementation for our vast user base of 1.7 million.
• Offered service-owner level support for Cloud Desktops (VMs) and developed a Python script to automate various administrative tasks and common deployment fixes. The script also provided options for automated deployment across different regions, allowing for easy customization.
• Successfully managed projects to enhance exchange mailbox provisioning processes for global users and users with irregular setups, as well as integrating a Salesforce application with our unique system.
• Proficiently managed user accounts using various tools such as JAMF, Active Directory, and LDAP.
• Took a lead role in projects to streamline the new hire onboarding process and improve Standard Operating Procedures (SOPs) to mitigate potential social engineering attacks.
• Demonstrated exceptional problem-solving skills by identifying root causes, resolving issues, and finding workarounds for multiple high-impact challenges faced by the organization.
• Automated a workflow by creating a JavaScript script (TamperMonkey) to streamline multiple processes.
• Conducted over 158 technical interviews for various IT organizations, contributing to talent acquisition and assessment efforts.
• Provided personalized mentoring to peers, resulting in impressive productivity improvements ranging from 73% to 155%.

System Administrator - Texas Health and Human Services

• Exhibited exceptional expertise as the last point of escalation, achieving an impressive 86% fix rate without resorting to replacements or re-images.
• Served in an administrative capacity, responsibly managing over 7500+ users across 40 different domains using active directory and ARS. Additionally, handled administration duties for various third-party vendor applications and government agencies.
• Created 96 Knowledge base articles for my peers and modified 263 articles.
• Pioneered the development of 22 efficient Self-Fix PowerShell scripts, optimizing accessibility for users. This initiative led to a remarkable 10.5% reduction in overall ticket numbers and an astounding 28% decrease in handle time.
• Demonstrated a vigilant approach to security by thwarting 3 Social Engineering attacks, proposing policy enhancements, and prioritizing safeguarding measures.
• Played a pivotal role in resolving a backlogged queue as part of a team effort, achieving the goal 4.5 months ahead of the deadline within just 1.5 months.
• Identified opportunities for service quality improvement, proposing and implementing process enhancements across service tiers. Collaborated with the team, support partners, service owners, and system administrators to deliver outstanding customer support.
• Performed routine maintenance tasks and conducted root cause analysis to address operational issues and process inefficiencies. Implemented optimized group policies to enhance agency operations.
• Effectively addressed and managed service-related inquiries, incidents, and requests. Utilized problem management and root cause analysis to participate in change management procedures.
• Maintained an outstanding track record in on-call and follow-up duties, boasting a 100% show-up and accuracy rate.
• Contributed to metrics reporting for tracking service performance, utilization, and production activities, aiding in informed decision-making.
• Participated in project work and customer liaison programs, successfully executing approved project deliverables and making valuable contributions as a team member.
• Trained 14 new employees and helped them with the onboarding, which included one-on-one training, shadowing, and timely responding to them when they encounter an issue. Network Troubleshooting.
• Conducted mobile device management configuration (MDM) in multiple workspace environments (Citrix and AirWatch).
• Held self-responsible for staying true to the team mission, vision, and values; adheres to operating guidelines and service level goals.

IT Engineer - WWTS

• Provided excellent customer support, going above and beyond to resolve customers' needs, and maintaining a remarkable 97% satisfaction rate.
• Managed a local technical project, demonstrating exceptional responsibility and achieving a perfect execution.
• Worked on a one-on-one basis with users to fix highly complex technical issues and ensured proper follow-up procedures.
• Maintained a malware-free and secure environment for users, prioritizing data integrity and security.
• Implemented company policies, technical procedures, and standards to enhance system integrity and security.
• Worked collaboratively online to set up VPNs and remote access for multiple users during the pandemic, even requiring in-person travel to user locations.
• Provided on-site network configuration, installation, management, and monitoring of IT infrastructure, resolving users' passwords and login issues.
• Modified group policies and suggested better management solutions to improve customer experience.
• Set up, installed, configured, and migrated data for new desktops, laptops, tablets, and phones for customers.
• Worked in a team environment to create new policies and procedures for over 500 users, ensuring streamlined operations and adherence to standards.

IT Specialist - Pro4ia Inc.

• Managed all on-site installation, repair, maintenance, and test tasks.
• Provided exceptional service and customer support during field visits or dispatches.
• Diagnosed errors or technical problems and determined proper solutions.
• Supported a wide range of devices, including Printers, Laptops, Desktops, Servers, Network devices, AV equipment, digital signage, Point of Sale systems, and conducted cat 5 cable installs.
• Comprehended customer requirements and provided appropriate recommendations and briefings.
• Produced timely and detailed service reports to ensure transparent communication.
• Followed all company's filed procedures and protocols to maintain efficiency and standards.
• Cooperated with the technical team and shared valuable information across the organization.