Experience

WCA Technologies

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

• • Mar 2022 - Present

  - Brainstormed & created methods/procedures/schedules with the Service Desk Manager to effectively manage incoming tickets & boost productivity within the team.- Documented newly casted procedures for incoming/current Service desk coordinators to follow along with.- Mentored peers on questions they had including the training/onboarding of new Service desk coordinators.- Check In with the Helpdesk team regarding their tickets & escalated as necessary.- Kept track of incoming/outgoing laptops that were being provisioned/repaired/deployed to meet the client’s required deadline(s).- Managed documentation and dispatch SOPs for up to date processees. - Utilized O365 Admin Portal to count active users & licenses for Monthly Vendor Reconciliation purposes. - Created new compliance and standard operating procedures for service desk team for dispatch guidance. - Engaged in communication between management and employees to ensure best service for clientele. - Lead morning huddle/dispatch huddle daily, successfully engaging employee(s) in a productive, conversational environment. - Manage/Renew ConnectWise Hardware/Onboarding/Offboarding templates as per company procedure. - Conduct 1-on-1 monthly meetings with peers, including conversational exercises, providing constructive criticism and important feedback. - Assisted with occasional shipping/packaging/handling of hardware. - Reviewed completed tickets & ticket time entries for errors before submitting to billing department. - Demonstrates understanding of SLA commitment based on priority/urgency of user issue. Show less

• • Oct 2021 - Mar 2022

  - Assisted the Helpdesk team with scheduling/escalating support tickets based on priority to Level 1|2|3 Technicians with best judgement. - Monitored incoming support requests by using ConnectWise to create, triage, manage, and escalate tickets as necessary.- Communicate with clients via email/phone & answered incoming support calls to schedule appointments or follow up on existing tickets. - Aided the IT Team and Service Manager by maintaining internal technicians’ schedule & brainstorming new processes/procedures.- Monitored alerts from User Centric, Vijilan, Datto & escalated as necessary. - Utilized ConnectWise Automate to retire Agents/Reboot Servers, Check for Webroot, push Mimecast Installer/Upgrade Show less



Broadridge

• United States
• Financial Services
• 700 & Above Employee

• IT Business Analyst

  • Jun 2021 - Aug 2021

  - Assisted with the interface management and transferal to JIRA service-desk platform for onboarding clients and ticketing. - Contributed two animations on both the SDLC process and Compliance Validation process to aid in the education of employees on the processes and steps. - Communicated in a small team setting to effectively complete animations in a timely manner; fixing animations based on critiques and brainstorming other ideas as necessary. - Presented animations in large conference calls and answered questions that were asked accordingly, demonstrating extensive knowledge. Show less



NPower

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

• Class Representative

  • Feb 2021 - Jun 2021

  - Acted as a liaison between faculty, academic leaders, and students in training. - Represented the class during professional meetings with visitors from well known various organizations and companies. - Informed students of any important information or events prior to event day; including the teaching and guidance to effectively present themselves during such events. - Provided feedback & concerns from students to faculty and vise versa as needed. - Acted as a liaison between faculty, academic leaders, and students in training. - Represented the class during professional meetings with visitors from well known various organizations and companies. - Informed students of any important information or events prior to event day; including the teaching and guidance to effectively present themselves during such events. - Provided feedback & concerns from students to faculty and vise versa as needed.



Super William's Laundromat

• New York, United States

• Laundry Worker

  • Jun 2014 - Mar 2020

  - Sorted laundry by color type, performed specific stain treatments and operated laundry machines to wash and dry clothing. - Maintained sales by persuading customers about specific detergents and softeners. - Trained new employees on how to conduct customer service, as well as how to operate machinery and laundry work. - Utilized Microsoft Excel and macros to create spreadsheets for price and stock management. - Sorted laundry by color type, performed specific stain treatments and operated laundry machines to wash and dry clothing. - Maintained sales by persuading customers about specific detergents and softeners. - Trained new employees on how to conduct customer service, as well as how to operate machinery and laundry work. - Utilized Microsoft Excel and macros to create spreadsheets for price and stock management.