Dynamic leader with expertise in data center operations, technical troubleshooting, broadcast operations, and customer success. Proven ability to optimize workflows, lead high-performing teams in fast-paced, mission-critical environments, and drive operational excellence. Skilled at enhancing service reliability, streamlining inefficiencies, and implementing automation strategies. Thrives under pressure while ensuring seamless, 24/7 enterprise-scale infrastructure operations.
Data Center Technician Manager
June 2025–Present
- Lead and manage a team of data center technicians responsible for the deployment, maintenance, and decommissioning of server and network infrastructure supporting Microsoft Azure cloud services.
- Oversee day-to-day operations in a mission-critical data center environment, ensuring adherence to strict SLA requirements and maintaining 99.99%+ uptime across all managed systems.
- Coordinate cross-functional efforts with engineering, capacity planning, and security teams to execute large-scale hardware deployments and infrastructure upgrades on schedule.
- Enforce safety protocols, operational procedures, and compliance standards across all data center activities, maintaining zero safety incidents.
- Drive continuous improvement initiatives to optimize ticketing workflows, reduce mean time to repair (MTTR), and increase team operational efficiency.
- Mentor and develop technicians through structured coaching, performance reviews, and skills development programs, fostering a culture of accountability and technical excellence.
Supervisor, Broadcast Operations
March 2020–June 2025
- Spearheaded the transition and integration of a redistributed department into Master Control, ensuring smooth structural changes while maintaining high operational efficiency and team morale.
- Personally coached and transitioned four team members into new roles, with all employees thriving in their new environments and zero personnel errors (PE) reported despite a complete change in daily responsibilities.
- Demonstrated dedication and adaptability by working a graveyard shift (11 PM to 7 AM), later restructuring schedules to a 4x10 overnight/day shift to cover staffing changes and ensure seamless operations.
- Optimized nightly operations by reducing DAL scheduling tasks by 1-2 hours per night, streamlining processes for improved efficiency.
- Directly managed a team of 5-12 responsible for monitoring, escalating, and maintaining superior on-air signal integrity, achieving:
- Zero downtime incidents for priority broadcasts.
- 99.99% service reliability, contributing to J.D. Power Award recognition for Best-in-Class Performance and Service Reliability (2021, 2022, 2023).
- A signal compliance accuracy rate of 100%.
- Designed and implemented a shift passdown system, reducing escalated issues by 85% and improving communication between shifts.
- Developed and enforced an attendance policy and tracking system, leading to higher retention, increased employee engagement, and reduced turnover.
Owner
May 2019–January 2020
- Founded and operated a technical consulting business, assisting individuals and businesses with troubleshooting and IT solutions.
- Provided in-home, office, and remote support for technical training, troubleshooting, and personalized technology solutions.
- Specialized in cross-platform synchronization between Mac, Windows, iOS, and Android devices.
At-Home Advisor
September 2015–May 2019
- Provided technical support and troubleshooting for MacOS, iOS, and tvOS devices, assisting customers through remote diagnostic tools and screen-sharing applications.
- Promoted to Advanced Technical Support Advisor, handling high-profile customer accounts, including product safety and security cases.
- Delivered supervisor-level support on escalated cases, ensuring timely resolutions and maintaining high customer satisfaction.
- Developed expertise in cross-platform troubleshooting, assisting customers with Windows integration in Apple environments.
Business Consultant
August 2010–September 2015
- Developed and implemented regional sales strategies, driving small business engagement and increasing overall performance.
- Served as a Subject Matter Expert (SME) in key performance (KPI) areas, coaching peers and trainees on best practices.
- Achieved Business Certification 3.0, enhancing sales effectiveness and customer relationship management.
Team Lead
October 2008–August 2010
- Managed a team of 15-25 employees, conducting weekly team huddles and implementing knowledge-sharing initiatives.
- Recognized with multiple Team Quality Achievement Awards and Customer Satisfaction Awards for leadership and service excellence.
Customer Service Representative
May 2008–October 2008
- Delivered exceptional customer service, achieving a 99% Quality Attainment and 100% Customer Satisfaction scores.
- Consistently exceeded dynamic goal structures, contributing to department success.
2006
- Managed a team of 10 for weekly live studio broadcasts.
- Expertise in broadcasting hardware/software control, awarded Multiple Outstanding Performance Awards.
- Completed state-accredited Technical Diploma in Broadcasting Excellence.
- Coordinated community outreach events to promote broadcasting initiatives.
- Leadership & Team Development – Coaching and mentoring teams to enhance performance.
- Data Center & Infrastructure Operations – Server deployment, maintenance, and 24/7 mission-critical uptime management.
- Master Control & Broadcast Operations – Expertise in Baton QC, DAL scheduling, Jira and automation systems.
- Process Optimization – Improving operational efficiency and workflow management.
- Technical Troubleshooting – Advanced problem-solving across MacOS, iOS, Windows, and Android platforms.
- Adaptability & Crisis Management – Excels in high-pressure environments, quickly adjusting to business needs.
- Customer Service & Communication – Strong verbal and written communication for effective team collaboration.
- References available upon request.