Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic
MAC GRAY

MAC GRAY

East Greenwich,RI

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

11
11
years of professional experience

Work History

Senior Pre. Sales & Technical Support Supervisor

IDP Americas, Inc
East Greenwich, 02818
05.2024 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Worked effectively in fast-paced environments.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Senior Engineer

NWN Carousel
01.2020 - 12.2023
  • Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
  • Enhanced system reliability by conducting thorough root cause analyses and implementing corrective actions to prevent future issues.
  • Performed preventive maintenance and repairs on mechanical equipment.
  • Defined engineering problems, collected data, established facts and drew conclusions to solve project issues.
  • Led cross-functional team for successful completion of multiple large-scale projects, ensuring timely delivery within budget constraints.
  • Determined equipment failure root cause and implemented solutions.

Systems Engineer

Allied Universal Security Services
01.2019 - 12.2019
  • Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
  • Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
  • Tested software remotely and onsite for server sets to maintain operational readiness.
  • Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
  • Implemented backup solutions, ensuring data integrity and availability in the event of a disaster or system failure.
  • Maintained detailed documentation of network configurations, protocols, and procedures for efficient troubleshooting and information sharing among colleagues.
  • Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.

Operations Manager

Takeda Pharmaceuticals
01.2018 - 12.2018
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed systems and procedures to improve operational quality and team efficiency.

Education

Associate of Science - Information Technology

Bunker Hill Community College

Skills

  • Leadership skills
  • Team Management
  • Project Management
  • Technical presentation
  • Technical Support
  • System monitoring
  • System Upgrades
  • Performance Analysis
  • Windows administration
  • Server Management
  • Software Installation

Accomplishments

Completion of Ranger School in the US Army. Ranger School, also known as the U.S. Army Ranger Course, is a premier leadership course that develops functional skills directly related to combat and leadership. Graduating from this two-month course is highly regarded and demonstrates a soldier's ability to endure extreme field conditions and become an effective leader.

Software

Service Now

Zendesk

AZURE/LINUX/MSM/ABUNTU

Python/PowerShell/Java/HTML/UNIX

Timeline

Senior Pre. Sales & Technical Support Supervisor

IDP Americas, Inc
05.2024 - Current

Senior Engineer

NWN Carousel
01.2020 - 12.2023

Systems Engineer

Allied Universal Security Services
01.2019 - 12.2019

Operations Manager

Takeda Pharmaceuticals
01.2018 - 12.2018

Associate of Science - Information Technology

Bunker Hill Community College

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MAC GRAY