Experience

Florida SouthWestern State College

• Higher Education
• 1 - 100 Employee

• Technology Support Specialist

  • Feb 2023 - Present

  Utilizing Team Dynamix ticketing system to create, edit, and escalate tickets Troubleshooting tier 1 hardware or software complications via Zoom meetings Troubleshooting software including Adobe, Google Earth, Canvas, and Office365 Imaging loaner laptops for students Utilizing Team Dynamix ticketing system to create, edit, and escalate tickets Troubleshooting tier 1 hardware or software complications via Zoom meetings Troubleshooting software including Adobe, Google Earth, Canvas, and Office365 Imaging loaner laptops for students



Stefanini

• Staffing and Recruiting
• 1 - 100 Employee

• Helpdesk Technician I

  • Jul 2022 - Jul 2023

  Working in AccelerEd Division Offers outsourced IT support services for University of Maryland Global Campus Assisted end users ranging from students to faculty and staff Instructed students how to install Microsoft Office, Microsoft Project and Microsoft Access Assisted end-users over the phone and through email Offered remote troubleshooting services utilizing Bomgar Remote Support Portal Utilized ServiceNow to create tickets and document… Show more Working in AccelerEd Division Offers outsourced IT support services for University of Maryland Global Campus Assisted end users ranging from students to faculty and staff Instructed students how to install Microsoft Office, Microsoft Project and Microsoft Access Assisted end-users over the phone and through email Offered remote troubleshooting services utilizing Bomgar Remote Support Portal Utilized ServiceNow to create tickets and document cases Accessed Knowledgebase and apply knowledge to resolve issues Utilized Knowledgebase to refer user to correct department or vendor Accessed Azure Server to verify users and reset passwords Passed ticket audits all through the month of October Recognized by both end users and Stefanini throughout September through December 2022 for outstanding customer service Show less Working in AccelerEd Division Offers outsourced IT support services for University of Maryland Global Campus Assisted end users ranging from students to faculty and staff Instructed students how to install Microsoft Office, Microsoft Project and Microsoft Access Assisted end-users over the phone and through email Offered remote troubleshooting services utilizing Bomgar Remote Support Portal Utilized ServiceNow to create tickets and document… Show more Working in AccelerEd Division Offers outsourced IT support services for University of Maryland Global Campus Assisted end users ranging from students to faculty and staff Instructed students how to install Microsoft Office, Microsoft Project and Microsoft Access Assisted end-users over the phone and through email Offered remote troubleshooting services utilizing Bomgar Remote Support Portal Utilized ServiceNow to create tickets and document cases Accessed Knowledgebase and apply knowledge to resolve issues Utilized Knowledgebase to refer user to correct department or vendor Accessed Azure Server to verify users and reset passwords Passed ticket audits all through the month of October Recognized by both end users and Stefanini throughout September through December 2022 for outstanding customer service Show less



Family Health Centers of Southwest Florida

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Help Desk Support Analyst

  • Aug 2020 - Feb 2022

  Inventoried seventy WAPS and seventy-six switches, which were sold to another company, granting Family Health Centers a total of over nine thousand dollars. Completed daily ten to twenty tickets in Manage Engine ticketing system. Conducted troubleshooting to resolve IT related and application issues for over 500+ users. Consistently met call handling goals, ranging between 10 to 30 calls a day, with roughly 80% first call resolution ratio. Saved the company… Show more Inventoried seventy WAPS and seventy-six switches, which were sold to another company, granting Family Health Centers a total of over nine thousand dollars. Completed daily ten to twenty tickets in Manage Engine ticketing system. Conducted troubleshooting to resolve IT related and application issues for over 500+ users. Consistently met call handling goals, ranging between 10 to 30 calls a day, with roughly 80% first call resolution ratio. Saved the company several hundreds on IT equipment by purchasing generic, but well rated products, including storage devices, toner, and computer accessories such as mice and keyboards. Diagnosed and resolved a range of hardware and software issues. Assisted two tier technician in PXE imaging Windows 10 over thirty Minix computers. Experienced working inside Citrix VM. Managed end-user accounts in AD, including disabling accounts and resetting passwords. Utilized Teamviewer, RDP, and fast support to troubleshot user issues in medical based software including Greenway Intergy and EHR, Dentrix. Gained tier one familiarity with Cisco phone console system. Set up new phone extensions, voicemails, reset PINs, enabled and disabled forwarding to extensions, and edited user extension caller ID names and numbers. Gained tier one familiarity with several software programs including Intergy POMIS, Intergy EHR, Dentrix, and Phreesia. Assisted end users with troubleshooting clinical software issues and escalating them to Health Choice Network (HCN), Henry Schein, DentaMax, Phreesia Support, or the onsite system administrators. Show less Inventoried seventy WAPS and seventy-six switches, which were sold to another company, granting Family Health Centers a total of over nine thousand dollars. Completed daily ten to twenty tickets in Manage Engine ticketing system. Conducted troubleshooting to resolve IT related and application issues for over 500+ users. Consistently met call handling goals, ranging between 10 to 30 calls a day, with roughly 80% first call resolution ratio. Saved the company… Show more Inventoried seventy WAPS and seventy-six switches, which were sold to another company, granting Family Health Centers a total of over nine thousand dollars. Completed daily ten to twenty tickets in Manage Engine ticketing system. Conducted troubleshooting to resolve IT related and application issues for over 500+ users. Consistently met call handling goals, ranging between 10 to 30 calls a day, with roughly 80% first call resolution ratio. Saved the company several hundreds on IT equipment by purchasing generic, but well rated products, including storage devices, toner, and computer accessories such as mice and keyboards. Diagnosed and resolved a range of hardware and software issues. Assisted two tier technician in PXE imaging Windows 10 over thirty Minix computers. Experienced working inside Citrix VM. Managed end-user accounts in AD, including disabling accounts and resetting passwords. Utilized Teamviewer, RDP, and fast support to troubleshot user issues in medical based software including Greenway Intergy and EHR, Dentrix. Gained tier one familiarity with Cisco phone console system. Set up new phone extensions, voicemails, reset PINs, enabled and disabled forwarding to extensions, and edited user extension caller ID names and numbers. Gained tier one familiarity with several software programs including Intergy POMIS, Intergy EHR, Dentrix, and Phreesia. Assisted end users with troubleshooting clinical software issues and escalating them to Health Choice Network (HCN), Henry Schein, DentaMax, Phreesia Support, or the onsite system administrators. Show less



FedEx Ground

• United States
• Freight and Package Transportation
• 700 & Above Employee

• Package Handler

  • May 2020 - Jul 2020

  Assessed packages on the belt for signs of damage or missing products Scanned shipping labels and lifted package from the belt to carts matching their label numbers Categorized packages on carts by labels, tracking IDs, size, weight Operated WT6000 wearable computer, RS5000 1D/2D Corded Ring Scanner, and Zebra RS6000 Bluetooth scanners, using WT scanner software to scan serial numbers Commended by coworkers and management on my work ethic and organization skills Assisted… Show more Assessed packages on the belt for signs of damage or missing products Scanned shipping labels and lifted package from the belt to carts matching their label numbers Categorized packages on carts by labels, tracking IDs, size, weight Operated WT6000 wearable computer, RS5000 1D/2D Corded Ring Scanner, and Zebra RS6000 Bluetooth scanners, using WT scanner software to scan serial numbers Commended by coworkers and management on my work ethic and organization skills Assisted coworkers in team lifting heavy packages Show less Assessed packages on the belt for signs of damage or missing products Scanned shipping labels and lifted package from the belt to carts matching their label numbers Categorized packages on carts by labels, tracking IDs, size, weight Operated WT6000 wearable computer, RS5000 1D/2D Corded Ring Scanner, and Zebra RS6000 Bluetooth scanners, using WT scanner software to scan serial numbers Commended by coworkers and management on my work ethic and organization skills Assisted… Show more Assessed packages on the belt for signs of damage or missing products Scanned shipping labels and lifted package from the belt to carts matching their label numbers Categorized packages on carts by labels, tracking IDs, size, weight Operated WT6000 wearable computer, RS5000 1D/2D Corded Ring Scanner, and Zebra RS6000 Bluetooth scanners, using WT scanner software to scan serial numbers Commended by coworkers and management on my work ethic and organization skills Assisted coworkers in team lifting heavy packages Show less



Goodwill Industries of Southwest Florida

• United States
• Non-profit Organizations
• 1 - 100 Employee

• IT Technician Intern

  • May 2019 - Aug 2019

  •PXE Image and deploy versions of Windows 7, 8.1, and 10 for POS, eBooks, HR training, and Joblink onto user workstations and connect them to the domain network •Install extra programs onto workstations, including Adobe, Flash, Chrome, Java, Deep Freeze, Splashtop Streamer, Skype, and antivirus •Answer phones, provide remote assistance and travel to store sites to install and troubleshoot hardware, software, and network devices on user workstations •Operate software including Skype… Show more •PXE Image and deploy versions of Windows 7, 8.1, and 10 for POS, eBooks, HR training, and Joblink onto user workstations and connect them to the domain network •Install extra programs onto workstations, including Adobe, Flash, Chrome, Java, Deep Freeze, Splashtop Streamer, Skype, and antivirus •Answer phones, provide remote assistance and travel to store sites to install and troubleshoot hardware, software, and network devices on user workstations •Operate software including Skype, Splashtop, SuPro, and Issuetrak •Use Active Directory software from Splashtop Streamer and Splashtop for Business to access and troubleshoot remote workstations, computers, and personal devices •Assemble devices for workstations including scanners, registers, pole displays, computers and tablets, cables, monitors, keyboards and mice, and printers •Pick up and organize donations, refurbish or salvage older, broken, used hardware •Backup and wipe hard drives Show less •PXE Image and deploy versions of Windows 7, 8.1, and 10 for POS, eBooks, HR training, and Joblink onto user workstations and connect them to the domain network •Install extra programs onto workstations, including Adobe, Flash, Chrome, Java, Deep Freeze, Splashtop Streamer, Skype, and antivirus •Answer phones, provide remote assistance and travel to store sites to install and troubleshoot hardware, software, and network devices on user workstations •Operate software including Skype… Show more •PXE Image and deploy versions of Windows 7, 8.1, and 10 for POS, eBooks, HR training, and Joblink onto user workstations and connect them to the domain network •Install extra programs onto workstations, including Adobe, Flash, Chrome, Java, Deep Freeze, Splashtop Streamer, Skype, and antivirus •Answer phones, provide remote assistance and travel to store sites to install and troubleshoot hardware, software, and network devices on user workstations •Operate software including Skype, Splashtop, SuPro, and Issuetrak •Use Active Directory software from Splashtop Streamer and Splashtop for Business to access and troubleshoot remote workstations, computers, and personal devices •Assemble devices for workstations including scanners, registers, pole displays, computers and tablets, cables, monitors, keyboards and mice, and printers •Pick up and organize donations, refurbish or salvage older, broken, used hardware •Backup and wipe hard drives Show less



Supermatt

• Port Charlotte, FL

• Attendant

  • Nov 2017 - Oct 2018

  Office key holder. Calculated change, cash, and low value refunds. Counted and balanced cash drawer. Inquired wash, dry, fold treatment instructions. Schedule and call patrons for pickup. Instructed patrons how to properly operate washers, dryers, as well as laundry card and soap dispensers. Instructed trainees. Stayed after hours as needed. Processed laundry loads in excess of 200 lbs. Office key holder. Calculated change, cash, and low value refunds. Counted and balanced cash drawer. Inquired wash, dry, fold treatment instructions. Schedule and call patrons for pickup. Instructed patrons how to properly operate washers, dryers, as well as laundry card and soap dispensers. Instructed trainees. Stayed after hours as needed. Processed laundry loads in excess of 200 lbs.



Sarasota County Schools

• United States
• Education Administration Programs
• 700 & Above Employee

• IT Support Technician

  • Jun 2017 - Aug 2018

  Performed basic hardware maintenance on laptops and tablets, including wiping down surfaces, screens, removal and replacement of keyboards and keys. Collaborated with and finished group project with other IT subs at Pineview High school. Project consisted of assembling computer racks, loading and connecting chargers to the laptops onto the racks, and delivering each rack to every classroom on site. The school board expected it to be finished by end of the week, but the team had it done by… Show more Performed basic hardware maintenance on laptops and tablets, including wiping down surfaces, screens, removal and replacement of keyboards and keys. Collaborated with and finished group project with other IT subs at Pineview High school. Project consisted of assembling computer racks, loading and connecting chargers to the laptops onto the racks, and delivering each rack to every classroom on site. The school board expected it to be finished by end of the week, but the team had it done by the end of the day. Show less Performed basic hardware maintenance on laptops and tablets, including wiping down surfaces, screens, removal and replacement of keyboards and keys. Collaborated with and finished group project with other IT subs at Pineview High school. Project consisted of assembling computer racks, loading and connecting chargers to the laptops onto the racks, and delivering each rack to every classroom on site. The school board expected it to be finished by end of the week, but the team had it done by… Show more Performed basic hardware maintenance on laptops and tablets, including wiping down surfaces, screens, removal and replacement of keyboards and keys. Collaborated with and finished group project with other IT subs at Pineview High school. Project consisted of assembling computer racks, loading and connecting chargers to the laptops onto the racks, and delivering each rack to every classroom on site. The school board expected it to be finished by end of the week, but the team had it done by the end of the day. Show less



JOANN Stores

• United States
• Retail
• 700 & Above Employee

• Seasonal Worker

  • Nov 2017 - Jan 2018

  Greeted, assisted consumers searching for specific fabric, craft material or brand. All holiday inventory, signage, and craft displays prepared on time for holiday season. Effective time management and organizational skills lead to store being at least 80% recovered by closing time. Familiarized with at least 70% of the merchandise by end of holiday season. Greeted, assisted consumers searching for specific fabric, craft material or brand. All holiday inventory, signage, and craft displays prepared on time for holiday season. Effective time management and organizational skills lead to store being at least 80% recovered by closing time. Familiarized with at least 70% of the merchandise by end of holiday season.



Macy's

• United States
• Retail
• 700 & Above Employee

• Men's Department Sales Associate

  • Aug 2015 - Jun 2016

  Operated POS software system cash register, RFID scanners, and BOPS (buy online pickup in store) pagers. Handled cash, change, checks. Counted and balanced cash drawers. Used My Client program to build a clientèle database and created customer profiles to better determine shopping needs. Contacted other Macy's stores to determine if an item was in stock and to hold the item for the purchaser. Commended by customers and management for friendly, fast, and supportive service… Show more Operated POS software system cash register, RFID scanners, and BOPS (buy online pickup in store) pagers. Handled cash, change, checks. Counted and balanced cash drawers. Used My Client program to build a clientèle database and created customer profiles to better determine shopping needs. Contacted other Macy's stores to determine if an item was in stock and to hold the item for the purchaser. Commended by customers and management for friendly, fast, and supportive service. Maintained roughly 80%-100% monthly sales and credit goals throughout holiday season. Show less Operated POS software system cash register, RFID scanners, and BOPS (buy online pickup in store) pagers. Handled cash, change, checks. Counted and balanced cash drawers. Used My Client program to build a clientèle database and created customer profiles to better determine shopping needs. Contacted other Macy's stores to determine if an item was in stock and to hold the item for the purchaser. Commended by customers and management for friendly, fast, and supportive service… Show more Operated POS software system cash register, RFID scanners, and BOPS (buy online pickup in store) pagers. Handled cash, change, checks. Counted and balanced cash drawers. Used My Client program to build a clientèle database and created customer profiles to better determine shopping needs. Contacted other Macy's stores to determine if an item was in stock and to hold the item for the purchaser. Commended by customers and management for friendly, fast, and supportive service. Maintained roughly 80%-100% monthly sales and credit goals throughout holiday season. Show less



Walmart

• United States
• Retail
• 700 & Above Employee

• Deli and Bakery Sales Associate

  • Oct 2014 - Jul 2015

  Trained by management to operate pallet jacks to deliver freight from trucks to store floor and freezers Operated slicers, fryers, and ovens Prepared and assembled cakes, sandwiches, salads, party tray orders, and hot food Filled deli hot cases, utensil holders, napkin holders, and condiment containers in a timely manner Coworkers appreciated organization of shelf products, making restocking and recovery time efficient and manageable Trained by management to operate pallet jacks to deliver freight from trucks to store floor and freezers Operated slicers, fryers, and ovens Prepared and assembled cakes, sandwiches, salads, party tray orders, and hot food Filled deli hot cases, utensil holders, napkin holders, and condiment containers in a timely manner Coworkers appreciated organization of shelf products, making restocking and recovery time efficient and manageable



Toys R Us

• United States
• Retail
• 700 & Above Employee

• Seasonal Sales Associate

  • Nov 2013 - Dec 2013

  Firsthand experience with Point of Sale software registers Handled currency, checks, coupons, layaway orders, exchanges, and refunds Commended by management for giving exceptional customer service and helping maintain a clean, organized store Successfully persuaded over 10 families to donate to non-profit charity Toys for Tots Firsthand experience with Point of Sale software registers Handled currency, checks, coupons, layaway orders, exchanges, and refunds Commended by management for giving exceptional customer service and helping maintain a clean, organized store Successfully persuaded over 10 families to donate to non-profit charity Toys for Tots