Experience

Hallmark Home Mortgage NMLS#53441

• United States
• Financial Services
• 100 - 200 Employee

• Mortgage Loan Originator

  • Sep 2020 - Present

  NMLS#2024506 NMLS#2024506



R/GA

• United States
• Advertising Services
• 700 & Above Employee

• Systems Desktop Support Technician

  • Jun 2019 - Jul 2020



Baird

• United States
• Financial Services
• 700 & Above Employee

• IT Service Desk Technician

  • Dec 2018 - Jun 2019

  *Provide outstanding client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests. *Ask appropriate probing questions to gather relevant information to aid in resolution of request. *Effectively utilize knowledge management system when troubleshooting client issues. *Troubleshoot and image PCs, printers, and mobile devices. * Maintain knowledge base articles pertaining to Baird IT support actions ensuring articles are accurate and up to date. *Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution. *Set client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business. *Prioritize and escalate support incidents and requests based on business impact and documented guidelines. *Communicate technical information to both technical and nontechnical personnel. *Identify trends with incoming calls to effectively initiate incident escalation process where appropriate. *Make recommendations to better assist associates and improve the overall efficiency of daily operating procedures. *Acquire and maintain current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients. *Assist in special projects as needed.



Publicis Groupe

• France
• Advertising Services
• 700 & Above Employee

• IT Operations Analyst

  • May 2018 - Dec 2018

  Issues Management and Resolution • Analyze issues and formulate solutions • Troubleshoot system, application and hardware issues • Ensure customer is updated on ticket progress • Work directly with customers to solve problems • Utilize internal IT Knowledge Base to both provide and find solutions to known issues • Use external information to research and resolve issues when needed • Consistently update the ticket tracking system with status and fixes • Properly escalate issues to necessary parties as required System Administration • Perform routine system maintenance on laptops and desktops • Track computer assets according to organizational standards • Perform backups and restores • Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals. • Perform installation and configuration of software including operating system, patches, and 3rd party products. • Maintain established computer standards and participate in testing new standards Communication • Strong interpersonal skills with heavy focus on customer service • Demonstrate sound written, oral and organizational skills • Collaborate with local and remote teams using provided tools • Consistently share solutions with peers • Works effectively as an individual and as part of a team • Comfortable training both small and large groups of people on new IT solutions Resource & Project Management • Complete assigned tasks on time • Ability to follow documented commonly used concepts, practices, and procedures • Ability to manage multiple constituencies, issues, priorities, projects and goals • Adhere to team policies and organizational reporting structures Continuous Improvement • Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Preservation and Operations

  • Aug 2017 - May 2018

  It is the specialist duty to ensure the preservation of the store is in line with Apple Retail standards; Plan logistics for all quarterly meetings, product launches, hiring events, and other store events; Organize all recruiting efforts, internal and external, and manage the candidate experience from start to finish.

• Technical Expert

  • Apr 2017 - Aug 2017

  As a Genius, you provide insightful advice and friendly, hands-on technical support to Apple customers in need. You quickly diagnose product issues on the spot, explaining situations with patience and compassion. After determining whether repairs can be done or a replacement is needed, you offer solutions to quickly get users up and running again. Even if you’re juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Apple’s service commitment with style, speed, and skill. And you earn the trust of customers and coworkers alike as you offer mentorship, knowledge, and even tips and training. At Apple, we care about improving our services. We’re looking for people who identify problems and provide feedback to ensure our customer service stays relevant and current.

• Genius Admin

  • May 2016 - Apr 2017

• Specialist

  • Jan 2015 - May 2016