First Response Team - Help Desk Engineer

• Nov 2021 - Present

Information Technology Consultant

• 2016 - Present

SOHO networking & consulting specialist for business & personal devices including hardware sales, device implementation, system hardening, support, and trouble shooting. Performed full Information Systems evaluation, & documentation, where all devices were logged in Access Database tracking company devices by SN, Version & OS for future configuration management. Full network mapping & topology documentation for a 5-facility campus network including employee devices. Performed comprehensive disaster recovery report for Brothers and Keepers Group Homes in Arizona, which allowed the organization to become CARF Federally Accredited. Provided comprehensive backup strategy & configuration management policies for IT Operations, Hardware & Software, Facilities Management, Email and Device Purchasing. Evaluated systems risk & implemented risk management policies including potential disaster probability rating, backup systems & failure redundancy plans. Created full report & policies for emergency situations regarding total loss of communications, power, flooding and loss of the building detailing recovery steps including contacts & data loss mitigation. Evaluated response to potential disasters & helped improve best response time by 3 hours. Created 7 disaster recovery templates for loss of central office, loss of communications systems, loss of facility LAN, loss of company WAN, loss of remote connectivity & voice communications. Completed SOHO network & device hardening for small medical office including purge of dormant accounts & hardware decommissioning. Provided security report implementing new company wide policies & cyber security training for employees. Policies included responsibility for company data, document management, passwords, unauthorized software, and social media usage. Evaluated systems & provided a comprehensive 3-year plan including systems scope, implementing new technologies & decommissioning of physical hardware and data destruction.

Outbound Sales Specialist

• 2014 - 2016

Licensed Property and Casualty insurance agent for State Farm. Outbound sales working for smaller State Farm Agent Offices across the nation. Assisted with customer insurance claims and point of contact for new members. Increased new policy bindings by 13% in 2015. Licensed Property and Casualty insurance agent for State Farm. Outbound sales working for smaller State Farm Agent Offices across the nation. Assisted with customer insurance claims and point of contact for new members. Increased new policy bindings by 13% in 2015.

Human Resources Assistant

• 2013 - 2014

Managed 450 seasonal employee uniform tracking in UPS database with an accuracy rate of 100%. Assisted Human Resources manager and staff in employee grievances and inter-departmental day to day operations. Performed data entry, customer service, department complaint forwarding, and general office duties. Managed 450 seasonal employee uniform tracking in UPS database with an accuracy rate of 100%. Assisted Human Resources manager and staff in employee grievances and inter-departmental day to day operations. Performed data entry, customer service, department complaint forwarding, and general office duties.

Photo Laboratory Manager

• 2007 - 2013

Managed CVS pharmacy Photo Lab systems while also serving as a customer service representative. Handled chemical and photo supply ordering, performed machine maintenance, resolved customer grievances, and developed traditional film negatives. Oversaw the transition from chemical photo development lab to the new digital photo development machines and customer kiosks. Was recognized in the CVS company magazine, and received a personal letter from the COO, for outstanding customer service because of customer feedback to corporate. Served as backup shift manager and worked with the store manager, assistant manager, and district manager to improve our store which was ranked best in district from 2008-2012.