SAM MAYE
Minneapolis,MN
Summary
Experienced Project Coordinator with a strong background in coordinating technician field service activities for multiple clients, ensuring successful project completion at TDX. Skilled at assigning projects, cleaning up roles, and maintaining clear objectives for roles. At Best Buy, managed hardware and software issues, conducted installations and upgrades, and provided technical guidance. Utilized expertise in Domain Name Systems (DNS) and network technologies to troubleshoot and resolve complex network issues, ensuring optimal performance. At Medtronic, supported manufacturing equipment and systems by troubleshooting computer, network, and operating system issues. Proven ability to collaborate with cross-functional teams, maintain and troubleshoot complex systems, and implement innovative technology solutions. Committed to optimizing system performance and delivering exceptional results.
Overview
5
5
years of professional experience
Work History
Project Coordinator
TDX Tech
Minneapolis, MN
01.2023 - Current
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Led the implementation of new technology systems, including researching,selecting, and training staff on the use of new software and hardware systems.
- Oversaw the maintenance and troubleshooting of these systems to ensure optimal performance and efficiency.
- Dynamic ownership of Technical Support Tickets through effective triage, troubleshooting and asking in-depth questions of customers and vendors
- Used MS SQL server with integration services, and support within databases
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
Deployment Operations Analyst
Best Buy
02.2022 - 01.2023
- Supported technicians with hardware and network configurations for deployment of rack servers, network hardware, and physical set up of associated components
- System/Software's used: Aruba (AP), CyberArk PUAM, Switch Reporting, DOC application, ServiceNow, and Reflect
- Worked with engineers and onsite technicians to recommend hardware and software adjustments and resolve design flaws
- Manage system security and configurations for servers, networks, communications, software, and security systems
- Provide field service for server systems, communications networks, and applications along with providing support on a large-scale SD-WAN deployment
- Ability to pro-actively manage issues backlog and triage to correct teams
- Research and selection of new network systems, trained staff on the proper use of these systems, and oversaw the maintenance and troubleshooting of these systems to ensure optimal performance and efficiency.
- Utilized SQL to perform data migrations, troubleshoot and resolve issues related to database performance
- Worked with cross-functional teams to support the deployment and maintenance of production databases.
- Utilized SQL to analyze and extract valuable insights from large dataset.
- Created complex queries to join multiple tables and developed stored procedures to automate data processing tasks
- Analyzing system logs and performance metrics to identify potential issues and recommend adjustments to the system configuration.
- Using SCCM, I created and deployed software packages and updates to all of our devices. I also used SCCM to manage device configurations, such as enforcing security policies, installing software, and configuring network settings. This allowed us to ensure that all devices were kept up-to-date and consistent in terms of software and settings.
- Overall, my experience with SCCM at Best Buy allowed me to efficiently manage a large number of devices and ensure that they were always up-to-date and performing optimally.
Level II Helpdesk Analyst
Regis Corporation
08.2021 - 02.2022
- Documented full lifecycle of tickets and support interactions into ServiceNow and contributed to knowledgebase for pertinent resolutions for Hardware, Software, and Networking issues in a large call volume Environment
- Troubleshoot POS system MySQL database with PHPMyAdmin
- Developed and executed SQL scripts to optimize database performance and resolve data integrity issues
- Utilized SQL to analyze and extract valuable insights from large datasets, troubleshoot and resolve issues related to database performance and monitor database health.
- IOffice and Master Tools ERP administration
- Lab simulation and validation of reimaging for Point of sale and WSWs utilizing USB based bootstrap scripts for providing updates during salon renditions for District Leaders and Managers of salons
- Assisted Software Developers on reporting errors and bugs on released software and assisted in deployment of release fixes to Windows, Linux, and Mac systems.
- Ensured the smooth operation of these systems by providing technical support and troubleshooting any issues that arose.
- One of my key accomplishments in this role was contributing to the development of a knowledge base for resolving common POS system issues, which helped to improve the efficiency and effectiveness of our support operations.
- I was able to provide guidance and support to other technicians and engineers to ensure the smooth functioning of the POS systems.
- This experience has given me a strong understanding of how to troubleshoot and maintain POS systems using MySQL databases and PHPMyAdmin, and I am confident that I can apply this knowledge to similar roles in the future.
Technical Support Specialist
Medtronic
05.2019 - 08.2021
- Dynamic ownership of Technical Support Tickets through effective triage, troubleshooting and asking in-depth questions of customers and vendors
- Mentored and developed team members by utilizing the Support Quality Assurance Program
- Managed Okta, an enterprise-grade, identity management service for users using ServiceNow ticketing system
- Used MS SQL server with integration services, and support within databases
- Experience working with relational databases, dimensional databases
- Ability to translate technical processes/terms for users who don't have a technical background
- Familiar with industry changes in technology standards, information management, development standards, methods, and emerging 3rd party software to advise on technology and leverage industry best practice in the design and construction of Allscripts’ software products
- Provide input into the use of technology and definition of architectural approaches applied within Allscripts’ software solutions to meet the company and customer’s long-term requirements
- Led the implementation of new technology systems, including researching, selecting, and training staff on the use of new software and hardware systems. Oversaw the maintenance and troubleshooting of these systems to ensure optimal performance and efficiency.
- Communicated with policyholders, claimants, and medical providers to gather information and resolve disputes.
- Proficient in utilizing remote monitoring systems, including CareLink, to remotely access and monitor patient data from Medtronic implantable devices.
- Utilized CareLink remote monitoring system to remotely access and monitor patient data from Medtronic implantable devices, including pacemakers and insulin pumps.
- Assisted healthcare professionals in identifying and addressing issues before they became serious by remotely monitoring patient data, including heart rate, device diagnostics, and battery status, and making adjustments to therapy as needed.
- At Medtronic, I was responsible for managing and maintaining the company's computer systems and networks. One of the tools I used to accomplish this was Kaseya, a remote monitoring and management software.
- With Kaseya, I was able to monitor the health of Medtronic's computer systems, including servers, desktops, and laptops, in real-time. This allowed me to proactively address any potential issues before they turned into bigger problems. I also used Kaseya to remotely manage and update software on these systems, saving time and ensuring that all systems were up to date and secure.
Skills
- Software Evaluation
- Service Schedule Coordination
- Documentation and Training Development
- Software, Network, Database, and Hardware
- Troubleshooting
- Hardware and Software Repair
- Triage and Support Experience
- Hardware and Software Monitoring
- Network Configuration
- Switching and Routing Deployments
- VMware Virtualization
- Allscripts
- SQL
- SD-WAN
- Carelink
- Argus Medical Management
Timeline
Project Coordinator
TDX Tech
01.2023 - Current
Deployment Operations Analyst
Best Buy
02.2022 - 01.2023
Level II Helpdesk Analyst
Regis Corporation
08.2021 - 02.2022
Technical Support Specialist
Medtronic
05.2019 - 08.2021
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