Experience

Gulf Coast JFCS

• United States
• Non-profit Organizations
• 200 - 300 Employee

• Help Desk III

  • Apr 2023 - Present

  Clearwater, Florida, United States • Research and resolve the difficult and complex problems that lower-level Help Desk Technicians have been unable to resolve • Manage user accounts and permissions • Troubleshoot network security components • Create, train, and support Sharepoint and Teams for agency staff • Setup and utilization of security training software • Support mobile device management software • Monitor Help Desk ticket workflow and assign tickets to lower-level Help Desk Technicians • Mentor… Show more • Research and resolve the difficult and complex problems that lower-level Help Desk Technicians have been unable to resolve • Manage user accounts and permissions • Troubleshoot network security components • Create, train, and support Sharepoint and Teams for agency staff • Setup and utilization of security training software • Support mobile device management software • Monitor Help Desk ticket workflow and assign tickets to lower-level Help Desk Technicians • Mentor and support lower-level Help Desk Technicians • Analyze and identify trends in issue reporting and devise preventive solutions • Assist Network/System Administrator with projects • Install and repair network equipment, computer, phone equipment, and Smartphones • Maintain an accurate account of all users including logins, primary system used, and other identifying information • Maintaining Active Directory and Exchange accounts and methods to enhance efficiencies • Monitor logs and troubleshoot issues • Perform all other duties assigned Show less



MobileHelp

• United States
• Health, Wellness & Fitness
• 1 - 100 Employee

• Hardware Support Engineer

  • Sep 2022 - Mar 2023

  Boca Raton, Florida, United States Problem resolution regarding system operation. Responds to client inquiries concerning systems operation and diagnose issues through the process of elimination by asking probing questions to determine the appropriate solutions. Executes solutions by providing step-by-step verbal instructions to the customer. Instruct users in using equipment, feature, functionality, and best practices. Create Return Material Authorization (RMA) incidents for customer returns/exchanges. Ability to… Show more Problem resolution regarding system operation. Responds to client inquiries concerning systems operation and diagnose issues through the process of elimination by asking probing questions to determine the appropriate solutions. Executes solutions by providing step-by-step verbal instructions to the customer. Instruct users in using equipment, feature, functionality, and best practices. Create Return Material Authorization (RMA) incidents for customer returns/exchanges. Ability to perform customer retention efforts for Cancellation requests. Documents customer interaction into appropriate systems. Sending SMS commands to hardware to diagnose signaling issues Show less



ARDENT Protection LLC

• United States
• Security and Investigations
• 1 - 100 Employee

• Armed Guard & Executive Protection

  • Feb 2021 - Jul 2022

  - Provide security and risk mitigation to clients. - Maintain flexible schedule and on-call hours as needed. - Perform protective advance planning and threat vulnerability assessments. - Communicate vulnerabilities or safety concerns to superiors. - Promptly identify and escalate deficiencies/failures. - Maintained composure in dealing with authorities, executives, clients, staff, and the public. - Rapid and effective decision-making during unusual or emergency… Show more - Provide security and risk mitigation to clients. - Maintain flexible schedule and on-call hours as needed. - Perform protective advance planning and threat vulnerability assessments. - Communicate vulnerabilities or safety concerns to superiors. - Promptly identify and escalate deficiencies/failures. - Maintained composure in dealing with authorities, executives, clients, staff, and the public. - Rapid and effective decision-making during unusual or emergency situations. - Worked in environments and under conditions that require carrying authorized weapons and ammunition, the use of protective gear and devices, and/or awareness of personal safety and safety of others. - Protecting all public/private property within the location to include: material, equipment, supplies, and buildings from fire, accident, theft, sabotage, and trespass. - Patrolling premises to prevent and detect signs of intrusion and ensure the security of the facility. Show less



TLC Insurance Brokers

• Owner/Broker

  • Mar 2020 - Mar 2021

  Florida, United States Provided expert advice on health coverage options to clients. Developed and maintained relationships with insurance providers. Managed a team of advisors. Grew the business by acquiring new clients through networking and marketing efforts. Educated clients on the benefits and drawbacks of different plans. Assisted clients in enrolling in the plans that best suited their needs. Built and maintained relationships with clients to ensure their continued satisfaction.



Episource

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Support Engineer

  • Nov 2019 - Feb 2020

  Answer inbound calls from all users of EpiSource and non-EpiSource users. Make outbound calls to direct the users' request. Participate in ongoing training. Respond to users' inquires via chat, telephone, and/or emails. Create tickets in Jira, for all inbound calls, chats, and emails. Provide feedback to the helpdesk supervisor on telephone scripts, and customer reactions to the system. Provide feedback on any complaints from users. Requires an individual to maintain the… Show more Answer inbound calls from all users of EpiSource and non-EpiSource users. Make outbound calls to direct the users' request. Participate in ongoing training. Respond to users' inquires via chat, telephone, and/or emails. Create tickets in Jira, for all inbound calls, chats, and emails. Provide feedback to the helpdesk supervisor on telephone scripts, and customer reactions to the system. Provide feedback on any complaints from users. Requires an individual to maintain the ability to work in an environment with PHI / PII data. Provide basic technical troubleshooting skills to assist users with hardware/software issues. Issue and distribute company IT equipment to employees and coordinate with the mail room as it relates to remote staff Escalate calls when necessary to appropriate subject matter experts. Show less



Network Craze Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Executive

  • Jul 2019 - Oct 2019

  Tampa Bay, Fl - Prospecting new customers - Selling new and refurbished networking and telecom hardware - Cold calling prospects - Writing up quotes - Working with salesforce software



Zymphony Technology Solutions

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

• Remote Desktop Support

  • Aug 2018 - Jan 2019

  Tampa/St. Petersburg, Florida Area - Worked with Connectwise ticketing system - Remotely supporting multiple clients on multiple platforms - Office 365 support/admin - Creating and editing users in Active Directory - Use Logmein and Labcorp remote software - Document new steps and processes for other employees - Troubleshooting and support of Microsoft Office applications - Troubleshooting and support of network devices (routers, firewalls, switches) - Troubleshooting and support of networked workstation… Show more - Worked with Connectwise ticketing system - Remotely supporting multiple clients on multiple platforms - Office 365 support/admin - Creating and editing users in Active Directory - Use Logmein and Labcorp remote software - Document new steps and processes for other employees - Troubleshooting and support of Microsoft Office applications - Troubleshooting and support of network devices (routers, firewalls, switches) - Troubleshooting and support of networked workstation and server configurations Show less



Support.com

• IT Services and IT Consulting
• 500 - 600 Employee

• Advanced Wireless Support Agent

  • Nov 2017 - Aug 2018

  - Help customers with general support issues - Helping customer remotely connect devices to their home network - Setting up and configuring wireless gateway devices - Diagnosing email and password errors



United Auto Recovery

• United States
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Spotter Car

  • Feb 2017 - Jun 2017

  Birmingham, Alabama Area - Interacted with Recovery Agents to help find units - Kept logs of miles and set my route nightly for most efficiency - Found and watched vehicles up for repossession waiting on recovery agent to arrive



PLS Financial Services, Inc.

• Financial Services
• 700 & Above Employee

• Regional Field Tech

  • Apr 2013 - Apr 2014

  Dallas/Fort Worth Area - Pentesting all locations in DFW market - Set up and support Livewire POS system - Network support and administrator - Install new servers - Image new POS workstations - Copier/printer support - IPhone and Android Phone support - 24 hour/7 days a week on call support - Used Numara Track-It ticketing system - Maintained daily checklist for each location - Supported 21 stores in the Dallas market



Network Advisors

• IT Consultant

  • Dec 2012 - Mar 2013

  Dallas, Texas, United States - Pentesting servers and workstations for exploits - Set up and configure Windows 7 terminals on domain - Install and configure Digital Dinning and Ticket Soft software - Server 2008r2 Administrator adding users/computers to Active Directory - Exchange Server 2010 Administrator - Supported multiple clients and businesses all with different and specific needs - Ran network cable and terminated using patch panel in server rack - Remote based support for some clients, remote… Show more - Pentesting servers and workstations for exploits - Set up and configure Windows 7 terminals on domain - Install and configure Digital Dinning and Ticket Soft software - Server 2008r2 Administrator adding users/computers to Active Directory - Exchange Server 2010 Administrator - Supported multiple clients and businesses all with different and specific needs - Ran network cable and terminated using patch panel in server rack - Remote based support for some clients, remote installation of Windows 7 sp2 - Used Spiceworks ticketing software - Configured iPod to be used as POS handhelds using remote desktop to a Terminal Server Show less