CERTIFICATIONS
- Android Enterprise ProfessionalMay 2023
- IBM Developer Jumpstart - PractitionerFebruary 2019
- MaaS360 Help Desk RoleMay 2018
TECHNICAL SKILLS
- MaaS360, Microsoft inTune | EMM
- Azure, Active Directory, Cloud Identity Connect | IDP
- Scripting (Python & Powershell), API (SOAP & Rest), Web Development | Project
- PHP, Python, Javascript, Rust | Language
- MySQL, Postgres | Database
- Salesforce, Jira, Confluence, W3Publisher, Drupal | CRM
- iOS, Android, Mac OS X, Windows, Red Hat, Ubuntu | Platform
- User and Device identity certificate creation, SCEP | Encryption
PROFESSIONAL EXPERIENCE
IBM Security
MaaS360 - Technical Advisory Engineer/System Architect
March 2021 – Present
- iOS/Mac and Web Service API Subject Matter Expert (SME)
- Lead AI-driven CRM and user experience projects
- Consultant for Fortune 500 customers
- Customer success liaison for L3
- Scrum team lead
- L1/L2 technical training
MaaS360 - US Support Team Lead
October 2020 – March 2021
- Develop internal support tools
- Provide small group trainings to L1 agents
- Work with the Management team to create KPR metrics for L1
- Generate reports for long-standing support cases
- Provide on-call assistance to L1
- Handle customer and sales escalations
MaaS360 - Technical Support Engineer II
April 2018 – October 2020
- Manage device policies for Android, iOS, Mac OS, and Windows 10
- Assist technical and non-technical persons with complex EMM capabilities
- Assist management with technical insight
GAIL WINDS LOGISTICS
System Administrator
July 2013 – April 2018
- Develop and maintain a database for Warehouse tracking
- Administer repairs, updates, and complete configuration of Windows and Mac systems
- Train employees in Windows and Mac operating systems
- Assist users experiencing hardware, software, and/or networking issues