Dedicated IT professional with a strong track record as an IT Operations Engineer at Metric Gaming, specializing in ITIL processes, Windows domain controllers, IIS, Google solutions, network administration, and incident management.
Skilled in troubleshooting and deploying solutions across various departments, utilizing tools like SolarWinds, remote desktop connections, and browser-based environments.
Proficient in Office 365 and Google Suite applications, with a proactive approach to self-learning and skill enhancement. Former Team Leader at Concentrix with a proven ability to manage and coach cross-functional teams to success.
Effective problem solver with adaptable leadership skills, ensuring objectives are met within SLA timeframes.
Previous experience as an Agent Advisor and POD, demonstrating expertise in handling account work and providing advanced support.
Passionate about continuous learning and staying updated with technology trends.
Job Experience
Dec 2023 - Present
IT Operations Engineer at Metric Gaming
At Metric Gaming, I worked remotely as part of a diverse team of eight professionals spread across various countries, which honed my ability to collaborate effectively in a global and multicultural setting. I gained hands-on experience in managing containerized applications using Kubernetes and implemented continuous deployment strategies with ArgoCD. My role also involved setting up system monitoring and performance analysis using tools like Grafana and Datadog, which were new to me but quickly became essential to our operations.
Additionally, I was responsible for managing user and device authentication and security through Jump Cloud, as well as administering platforms like Slack, Jira, and Bitbucket. This ensured smooth communication and efficient project management for our remote team. I oversaw user onboarding and offboarding processes, resolved technical issues via Jira tickets, and played a key role in incident management, providing support during both major and minor incidents.
One of my significant contributions was developing scripts to monitor and manage device uptime, and updating the Onboarding process to prevent issues for day one processes
Jun 23 - Dec 23
IT Operations Engineer at G4S
Whilst in this role I have quickly learned ITOP-ITIL processes and improved upon my technical knowledge around Windows domain controllers IIS Google solutions groups networks and admin.
Would own requests and incidents that were escalated from service desk. Work with multitude of departments and areas on solutions to issues and deploy them.
I would also carry out timely checks on various systems and servers utilizing SolarWinds remote access, remote desktop connections and browser based remote desktop environments. This could also include checking various cisco networks diagnosing any issues and passing along major issues to dedicated network team / field engineers. I was also able to use my skills to go above where possible if an issue had a fix I was confident in I would document everything done in the ticketing system to ensure visibility and what has happened to fix the user issue if it helps for future reference.
While I was very confident and fluent in Office 365 applications (power automate, Access, Publisher, Word, Outlook, Admin) I was able to quickly develop the transferable skills to google suite of apps.
In short, I self-managed and ensured essential tasks were completed on schedule and for specific tickets knew when to include extra teams / persons to complete requests and fix incidents in agreed SLA time frames. And continued to self-learn and increase my skill set as I always intended to do.
Sept 21 - Mar 23
Team Leader at Concentrix
I managed and coached a team of advisors across various departments, including the complaints and Home Move departments.
Adapted management strategies based on KPIs and daily tasks, showcasing adaptability in various scenarios.
Jun 21 - Sept 21
IT Triage Lead at Concentrix
Led a new department on trial for a 500-user Campaign
Successfully reduced offline time by 50% in the first month
May 20 - Jun 21
Subject Matter Expert at Concentrix
Mar 20 - May 20
Customer Service agent at Concentrix
Sept 14 - Mar 20
