Experience

good2grow™

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Help Desk Analyst

  • Mar 2022 - Present



BrandSafway

• United States
• Construction
• 700 & Above Employee

• Service Desk Analyst II

  • May 2021 - Jan 2022

• Service Desk Analyst

  • Jun 2019 - Sep 2021

  • Primary point of contact for BrandSafway 8,000+ computer users.• Providing first-level technical support including ticket dispatch, initial troubleshooting, escalation and follow-up via Telephone, Skype, Email and Ticketing System for the North American region.• Providing second-level Live support two days in a week in order to enhance technical knowledge and skills.• Work with Cross-Functional teams to resolve technical issues in a timely manner in order to meet SLA.• Answer Service Desk hotline and document user-reported issues into tickets.• Leading the dispatch of Service Desk tickets within the North American region.• Support core Microsoft business software: Office 365(Skype, Teams, OneDrive, Outlook), Windows 7/10.• Coordinating role within the Service Desk team, covering ticket backlog, escalations and follow up.• Follow help desk processes and procedures as established by management.• Research questions using available information resources(Knowledge Base) and pooling IT team knowledge.• Resolve administrative work (password resets, personnel record updates in AD, etc).• Assist with Shared Drives request and mapping.• Cisco VPN client support/troubleshooting for computer users across the company.• Installing/Troubleshooting applications(Internal, External), devices drivers including printers/Scanners and docking stations. • Remote support of desktop, laptop & print hardware/software, plus peripherals.• Remote support of mobile devices to assist with email configurations (iPhone, Android).• Multi Factor Authentication setup and support for all computer and cell phone users.• BitLocker encryption support for all computer users.• Assist in deploying/installing software, patches, windows and security updates via SCCM. • Perform virus scan/removal using Malwarebytes, educate and assist users in identifying/reporting phishing emails and phishing web attacks.• Initial troubleshooting and support for VoIP Telephones(Cisco, Polycom, Skype). Show less



Shell Food Mart

• Marietta, Georgia, United States

• Cashier Customer Service

  • Oct 2016 - Apr 2019

  • Provide superior customer service. • Greet customers when entering or leaving establishment. • Handle cash, credit or check transactions with customers. • Answer customers questions and help to keep the checkout process smooth. • Perform paper work duties, print sales reports and complete day end closing task. • Maintain, order and price store inventory. • Provide superior customer service. • Greet customers when entering or leaving establishment. • Handle cash, credit or check transactions with customers. • Answer customers questions and help to keep the checkout process smooth. • Perform paper work duties, print sales reports and complete day end closing task. • Maintain, order and price store inventory.