My CV

Current position: IT Manager

Former positions: (Jr.) Desktop Support Specialist, IT Specialist, Systems Administrator

Current responsibilities: develop/implement overall IT strategy and roadmap, final-tier helpdesk escalation, security vulnerability remediation, backup strategy management, systems engineering/management, network engineering, ensuring testing laboratory IT compliance (21 CFR p11, among others), oversee and perform on large-scale IT initiatives, such as a password manager migration (cloud to self-hosted), a whole-company computer refresh, and the commissioning, supervision, and remediation of an external penetration test.

Positions held: Tier I, Sr. Tier I, and Tier II Technical Support

Tier II responsibilities: assist tier I agents with software functionality questions and in-depth technical troubleshooting, resolve escalation calls, monitor tier I calls to ensure agent accuracy and efficiency, and act as a backup for tier I agents when the call queue is overflowed.

(Sr.) Tier I responsibilities: various desktop and web-based remote proprietary software support (how-to's, error troubleshooting, compatibility), resolving issues with Windows operating systems and applications, resolving issues with proprietary Microsoft Access and Microsoft SQL databases – including in-depth knowledge of the software database schema, general customer service.