IT Support II - Chewy - Goodyear, AZ
(2024-06)
- Supported 24/7 fulfillment center operations by maintaining critical systems, network connectivity, and on-site infrastructure.
- Partnered directly with Fulfillment Center Operations and FC Management to resolve system outages impacting pick/pack/ship workflows
- Led incident response and real-time escalation for high-severity operational disruptions, coordinating recovery across teams.
- Reduced operational downtime by automating incident triage and diagnostics using Python and Bash.
- Proactively identified capacity risks and performance degradations using operational dashboards and monitoring tools.
- Supported floor associates and leadership by troubleshooting scanners, workstations, printers, and connectivity issues.
- Coordinated with vendors and facilities teams to schedule maintenance and minimize production impact
- Maintained asset inventory and lifecycle management for fulfillment center hardware and equipment.
- Created operational runbooks and documentation to standardize procedures and improve response time.
ITS Support Engineer I (Onsite Infrastructure Support) - Amazon - Tempe, AZ / Hybrid
(2022-03 - 2025-01)
- Configured and supported on-prem infrastructure devices both manually and using automation tools.
- Supported IT operations across a large region, including sites in: Boston, Seattle, Chicago, Herndon, Los Angeles, Santa Barbara, Las Vegas, Austin, Dallas and Vancouver, collectively serving thousands of employees.
- Supported new corporate site builds and launches: Conducted device racking, ensuring secure and efficient hardware placement.
- Activated and tested data and voice circuits to ensure reliable connectivity.
- Configured routers and switches with approved settings and firmware updates.
- Verified and updated firmware to the latest approved versions for network devices.
- Performed imaging and setup for Cisco and HP servers, ensuring readiness for deployment.
- Tested and cleaned fiber and replaced SFPs as part of circuit turn-ups and troubleshooting.
- Racked and secured network and server equipment in site MDF/IDF and network closets, ensuring organized, safe, and serviceable installations.
- Provided on-call support for high severity degradations by orchestrating recovery efforts between teams, working with vendors and diagnostic troubleshooting.
- Utilized TCP/IP Protocol Stack and OSI model knowledge to troubleshoot networking issues.
- Installed, configured, and maintained Polycom phones and VoIP systems to ensure reliable communication across regional offices.
- Scheduled vendor services and managing vendor / stakeholder relationships to minimize disruptions and plan downtime in a 24/7 operations environment.
- Worked with procurement to discover, negotiate with and onboard new vendors.
- Provided support, testing and activation of Data/Voice circuits in corporate enterprise environments.
- Managed and supported Lifecycle Replacement projects of infrastructure devices (switches, routers, UPS, PDU, environmental monitoring, etc).
- Installed and troubleshooting of Wi-Fi access points and controllers, conducting Wi-Fi heatmap surveys using Ekahau devices.
- Interviewed potential candidates for IT positions.
- Acted as a project leader on new projects and preventive maintenance projects.
- Worked with system vendors to resolve issues during system installations or upgrades.
- Monitored critical IT infrastructure using Grafana.
IT Support Engineer I (OpsTech IT / Fulfillment Center Operations) - Amazon - Hybrid – Phoenix, AZ
(2021-12 - 2022-03)
- Managed Local and Nodal Projects and driving them to completion.
- Delegated tasks to IT Techs and Equipment Coordinators.
- Troubleshooting and setting up new servers and networking devices.
- Telemetry for PIT Devices.
- Troubleshot circuit issues by testing fiber paths, cleaning connectors, and validating connectivity with loopback fiber and media converters.
- Troubleshooting Camera connectivity Issues, Milestone & Vision server configurations and setup.
- Resolving UPS Overload Issues.
- Removed unused Ethernet cables from ceiling and blocking unused ports + cable management of infra-devices using scissor lift and one-man lift.
- Participated in on-call rotation, responding to high-severity incidents.
- Mentored new associates.
- Supported new FC builds and launches.
IT Associate II (OpsTech IT / Fulfillment Center Operations) - Amazon - Phoenix, AZ
(2019-11 - 2021-12)
- Provided IT support for fulfillment Center operations.
- Trained end-users on proper use of hardware, software, and IT systems to improve adoption and reduce support requests.
- Created LAMP web application for PHX6 HR Career Center.
- Created batch files to solve issue preventing RF scanners from connecting to Air Watch.
- Troubleshooting and provisioning of computer systems.
- Provisioning and inventory of handheld devices.
- Maintenance of Zebra thermal printers.
Fulfillment Center Associate & Problem Solver - Amazon - Phoenix, AZ
(2018-06 - 2019-11)
- Receiving and unloading merchandise from trucks
- Counting and verifying inventory
- Quality assurance, auditing signage at pallets area
- Quickly and accurately picked customer merchandise while exceeding key performance metrics
- Packing and palletizing outboard orders
- Loading trucks at the Dock
- Team Lead in the Dock Department
- Providing feedback to associates and assisting with balancing workload to associates
- Trained and mentored new associates, improving onboarding efficiency and retention
- Monitored KPIs, analysing and identifying trends and provided reports to management for process improvement
- Led problem-solving initiatives, resolving inventory discrepancies and improving operational efficiency
- Acted as the first point of contact for associate concerns, improving communication and reducing escalations and therefore down time
- Conducted safety inspections and enforced OSHA-compliant workplace standards
- Coordinated with managers to ensure the team meets productivity goals
Technical Help Desk - Partner Communications Company - Rosh Ha'Ayin, Israel
(2015-02 - 2017-06)
- Provided Customer support for Private Internet subscribers and organizations
- Provided first point of contact, step by step troubleshooting and remote technical support for Windows, Linux, Android, IOS devices
- Resolved routine issues such as usernames / password resets, ISP Settings, DNS issues, etc
- Quickly and accurately entered transaction data into proprietary system of record
- Dispatched field technicians as needed
- Ticket follow-ups at pre-defined intervals until resolved
- Handling multiple customer requests simultaneously and providing excellent customer service via phone and email.
- Collaborating with team members across the business to escalate or resolve tickets quickly
- Developing an understanding of IT operations, related systems, and business processes
- Proficiency in Microsoft Office products such as Word, Excel, Outlook, Access
