Emanuel Smith
Hollywood,FL
Summary
Self-motivated individual with a "can do" mentality. Currently seeking a career opportunity in the IT Cloud Industry. Over 15 years of experience with IT administration, virtualization, troubleshooting, networking, customer service, & problem solving. I have superb customer service soft skills, active listening, & verbal communication. Works well in a team orchestrated environment. Ability to work with people across different cultures and different levels of the organization. Willingness to learn about new IT software, system tools. Willing to work under pressure, until the issue is resolved to ensure overall customer satisfaction. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
5
5
Certification
Work History
Technical Support Supervisor
Chewy
06.2020 - Current
- Successfully assist the ITOC escalation team
- Implement software updates that are scheduled for rollout, also monitor server load balancing / network usage on Chewy database
- Assist P1 bridge for any outage related issues within the database
- Work closely with the supply chain and WMS teams w/ HighJump, Jenkins, RF scanners that may need troubleshooting in the fulfillment centers
- Monitor SolarWinds for any nodes that maybe down and needs assistance
- Implement easy access for end-user's as over 50% of end-user's work remotely
- Rollout necessary patch updates to servers
- Meet daily w/ Management for other IT Teams within the organization such as (Networking / Cisco Telecom/ Systems / Cloud Eng) daily to discuss Chewy IT infrastructure & ways that we can improve our network infrastructure
- Work closely VPs and management daily to provide updates of Chewy IT Infrastructure
- Work closely w/the IAM team on projects, regarding asset management
- Exceed daily team SLA goals & metrics on a monthly / quarterly basis
- Implement, design, manage daily reports, based on Service Desk daily metrics
- User Splunk to analyze, collect, and correlate high volumes of network, and log management in real time data
- Assist cloud engineers and endpoint engineers with designing, implementing AWS Workspace cloud for over 20,000 remote users
- Maintain system development, Upgrades to workspaces, & rollout implementation
- Assist the Cisco Telecom team w/ ways to implement, simplify Cisco MRA phones / Cisco softphones
- Also, rollout updates monthly to over 20,000 remote users.
Technical Support Engineer II
Chewy
06.2019 - Current
- Create tickets, based on calls received from internal Chewy employees, regarding issues w/ their laptop, desktops, or apps on the PC
- Worked closely w/ Chewy Fulfillment Center employees regarding warehouse functions, such as Printers, Oracle, Docker, Supply Chain, WMS capabilities
- Troubleshoot & diagnose Cisco MRA phones, Cisco softphones, Cisco VPN any connect
- Rollout necessary updates that may have not been received using SCCM
- Create / Delete user profiles on a weekly basis in AD / Cisco finesse
- Create DL, Security Groups in exchange & AD
- Provide user's w/ necessary access to network drives, shared drives
- Handle high priority escalation phone calls
- P1 / P2 / P3.
Senior IT Support Analyst
Southern Wine & Spirits
08.2016 - 05.2019
- Provide technical support for over 15k employees throughout the US
- Led a team & trained over 20 IT Technicians within the company
- Troubleshoot access into the VPN connection Cisco Any Connect
- Assist user's w/ access shared network drives, printers, scanners, fax machines
- Provide support for both SAP, AS400 and various proprietary application
- Efficient user of troubleshooting tools such as remote access, RDP application deployment methods
- Support mobile devices Android / IOS Smart Phones, laptops, & tablets
- Assist user's w/ access shared network drives, printers, scanners, fax machines
- Handle Office365 license tracking and documentation for both workstations and servers
- Setup and troubleshoot all Cisco MRA phones using the Cisco Management Console
- Excellent with Office 2016 Suite and Office 365 Exchange, AD and Cisco VOIP
- In depth knowledge of Windows 7/8/10 OS and Apple IOS
- Experienced with Microsoft Exchange server 2013 setting up distribution groups
- Managed/setup users in Windows Server 2008 /2013
- Used Active Directory and Group Policy to manage employees/devices
- Migrated users from Office 2013 to O365
- Work with various IT depts
- Support personal/teams to troubleshoot and resolve complex multi system-level issues
- Troubleshoot VMware AirWatch on mobile devices (iPad, iPhone, Android) which 80% of employees use mobile devices for daily work environment
- Consistently exceeds team metric
- First on team in tickets resolution, & overall customer satisfaction.
Jr. Systems Administrator
Citrix
03.2015 - 02.2016
- Managing Windows, Linux, or Mac systems
- Upgrading, installing, and configuring application software and computer hardware
- Troubleshooting and providing technical support to employees
- Creating and managing system permissions and user accounts.
Senior Technical Support Specialist
Citrix
01.2012 - 01.2015
- Assist end-users w/ remote access to their database, from anywhere, at any time, using mobile phones, apple products, tablets, android devices, & laptop / desktop pc
- Assist end-users’ w/ preparation of a large IT Networks, using Citrix go-to-meeting, go-to-assist tools
- Assist end-user’s w/ server installation, & server configuration within their large enterprise IT environment
- Led & trained a team of over 35 new hires regarding Citrix products, support, procedures, & company processes
- Create access for internal / external candidates, that can't access the database, or certain applications
- Troubleshoot Citrix hardware / software for high end accounts containing 10,000 - 20,000 users, such as US Government, Microsoft, Cisco, Disney, Coca-Cola
- Assist Vice Presidents & upper management, in saving over 30% in revenue in costs.
Level 2 Technical Support
Citrix
01.2009 - 01.2011
- Process 25% of the orders for newly, and corrupted hardware / software
- Transfer / consolidate over 50% of hardware & software products between large corporate accounts
- Handle all escalation requests by phone, or via email
- Create helpful knowledge base articles for internal / external candidates
- Support end-users with Virtual VM's launched in XenServer product and assist in enhancing the environment to provide 100% hardware resource usage.
Level 1 Technical Support
Citrix Systems Inc.
01.2007 - 01.2008
- Answer phone calls / emails in a ticket-based software, regarding general inquires on all Citrix products, & how they work on a server-based environment
- Work within a team-oriented environment create & design troubleshooting methods to help simplify issues, & reduce calls up to 25%
- Assist end-users with general licensing / order inquiries, that helps the customer save over 35% of revenue
- Assist Citrix partners with navigation on the Citrix website.
Technical Support Specialist
Bellsouth (TAG)
06.2005 - 02.2007
- Receive incoming calls & assist clients w/ troubleshooting their Bellsouth fast access modems
- Help bridge connection between modem & wireless routers, so that the two can communicate w/ each other
- Install & repair Bellsouth fast access internet modems for clients
- Configure TCP/IP, LAN/ WAN environments
- Served as a team lead
- Handled most escalation calls, from small businesses
- Troubleshoot switches, hubs, & setup static IP Addresses.
Education
Associate degree in Computer Networking -
Florida Career College
Pembroke Pines, FL06.2005
High school diploma in General Studies -
South Plantation High School
Plantation, FL06.1999
Skills
- Software Diagnostics
- Performance Monitoring
- Data Analysis
- Service Desk Management
- ITIL Knowledge
- Technical Troubleshooting
- Critical Thinking
- Problem Solving
- Customer Support Management
- Cross-functional Collaboration
- Team Leadership
- Remote Support
- Incident Management
- Network Troubleshooting
- Active Listening
- Hardware Diagnostics
- Application Support
- User Support
- Customer Service
- Network Diagnostics
- Technical Training
- Ticketing System Proficiency
- SLA Management
- Time Management
- Conflict Resolution
- Software Diagnosis
- Performance Testing
- Technical Support
- Desktop Support
- Software Installation
- Service Support
- Application Installations
- Ticket Support System Management
- Customer Service Expert
- Mac Systems
- Issue Troubleshooting
- Customer Success Management
- Technical Issues Analysis
- TCP/IP
- Windows 10
- Product Troubleshooting
- LAN/WAN
- Wide-Area Networks
- Infrastructure Development
- IT Infrastructure Proficiency
Accomplishments
- Implemented Cloud Solutions and Infrastructure Enhancement Deployed AWS Workspace cloud for 12,000 remote users, ensuring seamless system development, upgrades, and rollouts, contributing to a 50% increase in remote workforce productivity.
- Cross-Departmental Collaboration and Infrastructure Optimization Collaborated daily with various IT teams to enhance Chewy's infrastructure, meeting with VPs and management to provide updates, resulting in consistent improvements and meeting or exceeding SLA goals and metrics.
- Troubleshooting & User Support Spearheaded resolution for escalated issues, managing P1 bridge outages within Chewy's database, while also supporting fulfillment center teams with Jenkins, HighJump, and RF scanner troubleshooting.
- Technical Training and Team Leadership Led and trained over 20 IT technicians and new hires within Southern Wine & Spirits and Citrix, optimizing team performance and ensuring consistent, high-quality technical support.
- Cloud Technology Integration and Client Support Provided comprehensive support to end-users, including setting up Cisco MRA / Jabber phones for over 20,000 remote users and assisting with server installations in enterprise IT environments, fostering increased accessibility and efficiency.
Certification
- AWS Solution Architect Associate
- CompTIA A+
- CompTIA N+
- Citrix Netscaler
- Citrix Xenapp
- Citrix XenServer
- Citrix XenDesktop
Timeline
Technical Support Supervisor
Chewy
06.2020 - Current
Technical Support Engineer II
Chewy
06.2019 - Current
Senior IT Support Analyst
Southern Wine & Spirits
08.2016 - 05.2019
Jr. Systems Administrator
Citrix
03.2015 - 02.2016
Senior Technical Support Specialist
Citrix
01.2012 - 01.2015
Level 2 Technical Support
Citrix
01.2009 - 01.2011
Level 1 Technical Support
Citrix Systems Inc.
01.2007 - 01.2008
Technical Support Specialist
Bellsouth (TAG)
06.2005 - 02.2007
Associate degree in Computer Networking -
Florida Career College
High school diploma in General Studies -
South Plantation High School
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