Experience

Feeser IT

• United States
• Information Technology & Services
• 1 - 100 Employee

• Field Technical Support Engineer

  • Mar 2022 - Present

  Field Technician for a Managed Service Provider for various small/mid-sized organizations in the medical, corporate, and small business fields. It is a hybrid role handling mostly onsite field support requests, as well as remote support from the headquarters. Responsibilities include: • Managing, updating, upgrading, installing, and performing break/fix of networking, server, and firewall equipment (includes mounting of equipment, wireless access points, and light electrical work) • Managing Windows Servers • Installing and performing break/fix of computers, printers, VOIP phones, and peripherals • Working with third party vendors for successful integrations with equipment such as medical devices • Hybrid role also handling phone calls and incoming requests for clients regarding items listed above Show less



Penn Color, Inc.

• United States
• Plastics Manufacturing
• 200 - 300 Employee

• Help Desk Support Specialist III

  • Dec 2021 - Mar 2022

  Onsite desktop support technician for large manufacturing company. During my time there, took part in a projects including testing other help desk ticket systems and reorganizing and restructuring the IT closet/supply room. Left to pursue a new challenge closer by. Responsibilities included: • Handling incoming technical support requests for issues involving computers, printers, VoIP phones, and peripherals • Break/fix of workstations in all kinds of environments in the office and in the manufacturing plant • Working closely with other departments such as developers, networking/security, e-mail administrators, and other stakeholders to resolve/streamline technical issues • Following strict OSHA safety guidelines • Training in 5S lean methodology Show less



Capgemini

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Deskside Support Technician

  • Jun 2019 - Dec 2021

  Senior deskside support technician at premier multinational financial company, in a team supporting 200+ company executives and their assistants with software and hardware issues. Recent promotion from a level 2 onsite field/deskside support technician. Responsibilities include: • Providing white glove support for executives and admins to resolve hardware/software issues • Resolving or escalating tickets sent from level 1 technicians in the Service Now ticketing System, and training/consulting new level 2 technicians • Diagnosing hardware/software issues and resolving issues or replacing equipment if needed • Collaborating with different departments (Level 3 Engineers, Networking, Security Operations, Mac Team, etc.) and utilizing Knowledge Base articles to help resolve issues • Assisting with side projects assigned to our Exec Support group for process/workflow improvements or broader issues involving our level 2 techs • Teaching weekly training courses on Microsoft Forms and Microsoft Planner Office 365 apps • Presenting our team's proposal for a beta app (mocked up in Microsoft PowerApps by our team lead) to our division heads as part of a competition • Training to be SME on other apps including MS Virtual agents (chatbots) • Using imaging software to reinstall operating systems and working with level 3 and software owners to determine install issues • Ensuring inventory accuracy by scanning/updating equipment as needed, coordinating returns of old equipment, and purchasing new equipment as needed Show less



OmegaFlex

• United States
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• Deskside Support Analyst (Contractor)

  • Apr 2018 - Jun 2019

  Providing onsite and remote technical computer, phone, and networking support for a manufacturing company. Responsibilities included: • Troubleshooting and support for around 120 users in a Windows 7 and 10 environment with Active Directory • Support of VOIP phone system and basic LAN/Wireless networking • Microsoft Exchange administration and setup for PCs and mobile devices • Escalation of networking and server issues to Network Administrator and IT Manager as needed • Utilizing ticketing system integrated with Active Directory to manage and triage issues • Provisioning and de-provisioning machines for new and exiting users • Assisting with side infrastructure projects • Managing inventory and maintaining tech storage room and ensuring computers are up to date and upgraded as needed Show less



VWR, part of Avantor

• United States
• Biotechnology Research
• 700 & Above Employee

• Migration Technician (Contractor)

  • Aug 2017 - Apr 2018

  Performing server-based e-mail archive migration for large multi-national corporation (~9,000 employees) from Lotus Notes into Microsoft Office365 through third-party software. Responsibilities include: • Migrating average of 100 migration files per day during peak work waves. • Utilizing multiple remote servers to monitor archive process. • Troubleshooting and analyzing errors that occur through migration. • Decrypting some archives to allow for migration. • Collaborating with other technicians and cloud services team to meet common goals. • Reporting updates to management. Show less



Greenphire

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• PC Support Analyst

  • May 2016 - Jun 2017

  Onsite and remote internal help desk support for rapidly-expanding clinical trial payment technology company. Assisted Systems Engineer and CTO with projects to improve infrastructure and technology. Primary projects included: • Upgrading 100 machines to Windows 10 Professional and confirming full-disk Bitlocker encryption; confirming encryption on 20 Mac/Linux machines. • Swapping out machines as needed to meet company standards. • Upgrading/verifying Office365 for all users and providing troubleshooting assistance. • Testing and implementing centralized help desk ticketing system. • Planning and executing electrical and A/V upgrades for 10 conference rooms, offices, and networking equipment. • Taking physical inventory of all corporate equipment and building out new inventory system. Responsibilities included: • Installing equipment (computers, peripherals, VOIP phones) for employee use, performing or ensuring proper installation of networking cables, operating systems, and appropriate software. • Overseeing the daily performance of computer and local networking systems. • Maintaining record of daily data communication transactions, problems and remedial action taken, and installation activities. • Developing training materials and procedures, and/or training users in the proper use of hardware and software. • Purchasing corporate hardware as needed. Show less



Farotech

• United States
• Advertising Services
• 1 - 100 Employee

• Content Writer (PT)

  • Sep 2015 - Aug 2016

  Content writer for a Philadelphia-based inbound marketing firm that provides SEO Solutions for clients. This position writes content for newsletters, SEO pages, and blogs, following client objectives and company best practices to help make content effectively searchable. Content writer for a Philadelphia-based inbound marketing firm that provides SEO Solutions for clients. This position writes content for newsletters, SEO pages, and blogs, following client objectives and company best practices to help make content effectively searchable.



VARO Healthcare

• United States
• Financial Services
• 1 - 100 Employee

• Customer Service Professional

  • Jan 2015 - Apr 2016

  Customer service representative for a medical billing company that supports several healthcare service organizations, including a large local hospital and physician network. Position involves: -Assisting patients with billing questions regarding their services and insurance information by using various healthcare databases (including SOARIAN financials and Athena Health). -Diagnosing problems with insurance, billing discrepancies, and other disputes, and escalating issues to management as needed. -Complying with HIPAA regulations and company policies to ensure confidentiality, while fielding calls from patients and other third parties. -Developing a good knowledge of industry practices and trends and medical and insurance terminology to effectively communicate this to patients and colleagues. -Training new employees and ensuring best practices are followed, and suggesting/reporting observations for improvement to management. -Meeting company goals of providing excellent but efficient customer service by receiving and placing 50-100 telephone calls a day and working overtime as needed. -Meeting company conversion goals by encouraging paid-in-full transactions and offering payment plans. -Performing other special projects or duties as needed. Show less



QVC

• United States
• Retail
• 700 & Above Employee

• Fraud/Risk Specialist (Contractor)

  • Oct 2014 - Dec 2014

  Fraud and risk investigator for the Customer Finance Department at the headquarters of the world’s leading video and ecommerce retailer, QVC. Position investigates incoming customer orders filtered through a fraud tracking system to search for fraudulent and/or debt-associated accounts. Responsibilities include: • Selected for a small group of investigators to do special reporting. • Performing extended research on possible fraudulent orders not caught by software. • Researching and cross-referencing customer accounts for links to fraud and/or unpaid debt. • Investigating various reasons for account closures. • Contacting customers to verify credit card information for at-risk orders. • Meeting strict company goals for investigating orders in a timely manner. Show less



Car Sense, Inc.

• Chester Springs, PA

• Sales Consultant

  • Mar 2014 - Aug 2014

  Automotive Sales Consultant for a large, independently owned PA-based chain of automotive dealerships. Goal was customer satisfaction in both vehicle selection and coverage products. Responsibilities included: • Providing front-line sales consulting for prospective customers. • Collaborating closely with management and finance & insurance departments to meet sales, finance, and products goals, while seeking advice for best practices in varying situations. • Collaborating with other sales consultants as needed to provide clients with top-notch experience. • Collaborating with other departments (service advisors, body shop, and parts) to ensure excellent products are delivered efficiently and completely. • Interfacing and providing exceptional customer service in person and through electronic communications. • Performing daily spot-checks on vehicles to ensure that standards are met to ensure showroom-ready products. • Providing feedback to senior management to improve processes and customer satisfaction. Show less



American Society of Civil Engineers

• United States
• Civil Engineering
• 700 & Above Employee

• Senior Conference Coordinator

  • Jan 2012 - Mar 2014

  Promotion to Senior Coordinator in the Conference & Meeting Services Department to maintain conference registration systems and assist in vendor and venue contract administration. Point of contact for member and client satisfaction, and support in conference registration process. Responsibilities included:• Catalyst in setup, testing, and quality assurance of conference registration information systems and software.• Assisting the Senior Contracts Manager in contract administration with convention centers and venues.• Leading efforts for researching properties through CVent software systems.• Leading negotiations with vendors on key contractual terms with ASCE’s conference department.• Conducting onsite management for conference and meeting registrations and processes.• Maintaining, testing and troubleshooting registration software. Maintaining logs of issues.• Training of new associates of conference registration software and procedures.• Accounting contact for the department - collecting and coding invoices for submission to Accounts Payable.• Documenting & maintaining processes for the department and communicating updates.• Ensuring proper budget information is input into the accounting system.• Coordination with IT, accounting, legal, and customer service departments to ensure compliance to procedures. Show less

• Customer Service Team Leader

  • Apr 2010 - Jan 2012

  Performed duties in the Conference Registrar Department of the American Society of Civil Engineers. This customer service position served as the primary contact for all ASCE conferences and continuing education courses. Responsibilities included: • Supervising a team of 3 continuing education registrar associates.• Business reporting to senior management.• Processing and maintenance of registration data for various technical conferences.• Corresponding with technical and administrative professionals of all levels to meet member needs.• Daily collaboration with the accounting department to process payments and assistance with invoicing.• Performed as point of contact with all internal departments such as Conferences and Meeting Services, Membership, Accounting & Finance, IT, Sales and more than twelve internal divisions within organization. Show less