Experience

Tech Prep Rising Innovators

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Rising Innovator

  • Mar 2023 - Present

  Accepted into Tech Equity Collective's Tech Prep program. Tech Prep is a holistic career coaching program for Black professionals looking to transition into technical roles. Through live and on-demand coaching sessions, playbooks, and workshops, Rising Innovators are equipped with the know-how to successfully navigate their career transition.



Amazon Web Services (AWS)

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

• Technical Program Manager

  • Apr 2020 - Apr 2023

  Arlington, Virginia, United States * Assisted stakeholders in the development and implementation of IT strategy as Technical Program Manager. Focused heavily on the support of new systems and solving emerging issues. Bringing the project to scale and overseeing the playbook for future iterations. * Regional Lead for Global Incident internally and externally focusing on finding solutions for companies to collaborate with AWS without secure data leaving the AWS cloud structure. * Consult with various teams across orgs to… Show more * Assisted stakeholders in the development and implementation of IT strategy as Technical Program Manager. Focused heavily on the support of new systems and solving emerging issues. Bringing the project to scale and overseeing the playbook for future iterations. * Regional Lead for Global Incident internally and externally focusing on finding solutions for companies to collaborate with AWS without secure data leaving the AWS cloud structure. * Consult with various teams across orgs to help create a solution for their data-sensitive projects. Working with both internal and often overseeing contracted workforce * Conduct regular customer feedback loops to help developers prioritize new implementations of software. * Work closely with developers on system and user requirements, ensuring the integrity of information is present but breaking instructions down so that users can understand. * Participate in Change Management Board to approve and revamp documentation of global initiatives.

• IT SUPPORT ENGINEER / TECHNICAL PROGRAM MANAGER

  • Apr 2020 - Oct 2020

  Arlington, Virginia, United States *Delivered global IT strategy and acted as the POC and program manager for five buildings in the Northern Virginia area. Launched new buildings and all related IT infrastructure. Issued hardware, conducted virtual new hire training for the “No New Hire Left Behind” initiative, and approved tickets for the warehouse. Led, mentored, and trained team members. * Performed trend analysis and deep dives into information to streamline new solutions due to Covid pandemic. *Revamped EOL cycle… Show more *Delivered global IT strategy and acted as the POC and program manager for five buildings in the Northern Virginia area. Launched new buildings and all related IT infrastructure. Issued hardware, conducted virtual new hire training for the “No New Hire Left Behind” initiative, and approved tickets for the warehouse. Led, mentored, and trained team members. * Performed trend analysis and deep dives into information to streamline new solutions due to Covid pandemic. *Revamped EOL cycle policies for hardware replacements, once current worked with CDW and IT warehouse to deliver fully realized cycle to end-users. Reduced onboarding timeline by 7 days. *Acted as Technical Program Manager and assisted the senior IT management team in the development and implementation IT strategy. Focused heavily on the support of new systems and solving emerging issues. *Led group of ~20 engineers depending on the number of new hires and managed respective queues *Regional Lead for Global Incident and Escalation Management *Trainer and mentor of 20 new hires for first 90 days each quarter



Department of Justice

• Philippines
• Government Administration
• 700 & Above Employee

• QUEUE MANAGER & TRIAGE LEAD - United States Marshals

  • Jan 2020 - Jul 2020

  Arlington, Virginia, United States *Initiated and oversaw all software implementation required by leadership, including Office Pro Plus and Windows 1809. *Created and trained team on standard operating procedures and knowledge bases of information. Introduced best practices that improved efficiency throughout the organization. * Managed both escalation and implementation team as well as oversaw the Tier 1 help desks (escalation , training, SLA , licensing, and KPI) *Strategically developed workflows and processes for… Show more *Initiated and oversaw all software implementation required by leadership, including Office Pro Plus and Windows 1809. *Created and trained team on standard operating procedures and knowledge bases of information. Introduced best practices that improved efficiency throughout the organization. * Managed both escalation and implementation team as well as oversaw the Tier 1 help desks (escalation , training, SLA , licensing, and KPI) *Strategically developed workflows and processes for Helpdesk by implementing a Service Now software to track incidents and improve the service quality of users globally *Gained and maintained knowledge of ITIL Service, Change, and Problem Management processes. Promoted extensive coverage with in-depth attention to detail in processing change requests and continuously attains the monthly agreed up SLA above 98% *Deployed and pushed software updates to end-users. Ensured users were properly trained in the usage of new software applications and systems. *Applied Asset management system to track both hardware and software assets from purchase to disposal and improved resource optimization by 50% *Proactively identified process gaps and delivered unique solutions that improved the customer’s quality of service and overall satisfaction. Show less



US Environmental Protection Agency (EPA)

• United States
• Government Administration
• 700 & Above Employee

• SENIOR HELPDESK ANALYST

  • Apr 2019 - Apr 2020

  Washington, District of Columbia, United States * Tested early software releases with Beta program, mitigated issues when implemented by 50% *Managed Tier 1 Helpdesk ( escalation, training , SLA,queue, licensing and KPI) *Oversaw and managed the ServiceNow ticketing system for emerging issues. *Facilitated comprehensive IT onboarding training for new hires. *Moved or revoked the provisions of users based on direction from leadership/human resources. Supplied break fixes that restored necessary access. *Decreased the average… Show more * Tested early software releases with Beta program, mitigated issues when implemented by 50% *Managed Tier 1 Helpdesk ( escalation, training , SLA,queue, licensing and KPI) *Oversaw and managed the ServiceNow ticketing system for emerging issues. *Facilitated comprehensive IT onboarding training for new hires. *Moved or revoked the provisions of users based on direction from leadership/human resources. Supplied break fixes that restored necessary access. *Decreased the average turnaround time for successfully resolving tickets significantly. Utilized the ServiceNow system to disposition tickets and end-user requests. Show less



Beacon Health Options

• United States
• Mental Health Care
• 700 & Above Employee

• Sr. Service Desk Technician

  • Oct 2018 - Apr 2019

  Reston, Virginia, United States *Directly oversaw service desk tasks, providing end-users with software and hardware issue support. Created, managed, and closed tickets in the ServiceNow service desk system. *Efficiently managed user requests in Active Directory, Jamf, and Microsoft Exchange. Decreased the turnaround time to resolve issues and onboard new users. *Proactively determined the need for upgrade or replacement of hardware and software. Streamlined the installation process and improved efficiency across the… Show more *Directly oversaw service desk tasks, providing end-users with software and hardware issue support. Created, managed, and closed tickets in the ServiceNow service desk system. *Efficiently managed user requests in Active Directory, Jamf, and Microsoft Exchange. Decreased the turnaround time to resolve issues and onboard new users. *Proactively determined the need for upgrade or replacement of hardware and software. Streamlined the installation process and improved efficiency across the end-user base. *Researched and led the seamless integration of the ServiceNow platform as the exclusive ticketing system. Eliminated the legacy proprietary ticketing platform. *Collaborated with contracts administration to ensure budget accuracy of all hardware and software contracts. Show less



Apple

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

• Senior Technical Advisor

  • Dec 2016 - Aug 2018

  *Switched between multiple applications during troubleshooting and problem-solving activities. Prioritized and effectively managed issues based on volume and severity. * Shared screens with customers and determined the most appropriate line of action, demonstrating the fix and empowering the customer with the ability to execute self-help support functions. * Trained and mentored new hires and existing team members. Provided interactive training sessions for group and individual… Show more *Switched between multiple applications during troubleshooting and problem-solving activities. Prioritized and effectively managed issues based on volume and severity. * Shared screens with customers and determined the most appropriate line of action, demonstrating the fix and empowering the customer with the ability to execute self-help support functions. * Trained and mentored new hires and existing team members. Provided interactive training sessions for group and individual environments. * Advanced from iOS advisor to Mac OS and other lines of business, eventually becoming trainer that lead a group of new hires for first 90 days. *Established new profiles and connected iOS and Mac devices to customers' profiles. *Delivered an excellent customer service experience and upheld all of Apple's stringent requirements. * Clearly defined, documented, and logged actions/steps taken to resolve issues. Recommended the installation of best practices for the support team. * Ensured adherence to Apple's customer service and security protocols. Protected customers' information and secure devices on the iOS operating system. * Promoted to Tier 2 then Customer Relations, handling Tier 1 escalations. Show less



Bossier Parish School Board

• United States
• Primary and Secondary Education
• 100 - 200 Employee

• Preschool & Inclusion Teacher

  • Sep 2012 - Dec 2016

  Bossier Parish County, Louisiana, United States * Taught life-skills and fundamentals to a group of 15-20 children around the ages of 3-7 * Pulled specific students or worked with them 1:1 in their classroom for further instruction * Prepared students for state testing in Reading and Math *Created after-school program to ensure that students were getting assistance once school day was over *Enveloped the arts and music to help the learning process * Communicated with both the parents , school board and government regarding… Show more * Taught life-skills and fundamentals to a group of 15-20 children around the ages of 3-7 * Pulled specific students or worked with them 1:1 in their classroom for further instruction * Prepared students for state testing in Reading and Math *Created after-school program to ensure that students were getting assistance once school day was over *Enveloped the arts and music to help the learning process * Communicated with both the parents , school board and government regarding learning objectives Show less



Comcast Technology Solutions

• United States
• Broadcast Media Production and Distribution
• 400 - 500 Employee

• Wireless Gateway Specialist

  • Jan 2016 - Sep 2016

  Bossier City, Louisiana, United States *Served as SME * Opened, investigated, provided solutions, and closed tickets in the Remedy system. Clearly outlined and documented steps taken toward a permanent corrective action. * Instructed customers how to re-install Windows Operating System on devices. Delivered clear, concise instructions that ensured the correct re-installation process. * Fielded call centers escalations and managed queue * Created new Standard Operating Procedures and Internal Comms



Best Buy

• Retail
• 700 & Above Employee

• Geek Squad

  • Sep 2014 - Jan 2016

  Bossier City, Louisiana, United States Delivered outstanding customer service by championing all customer service operations and customer-facing activities. Quickly answered questions and solved emerging issues. * Forged and strengthened relationships with customers through frequent, transparent communication. Boosted satisfaction scores across the board. * Received cross-training in multiple lines of the business to support during the holiday season. Seamlessly transitioned between departments. * part of early… Show more Delivered outstanding customer service by championing all customer service operations and customer-facing activities. Quickly answered questions and solved emerging issues. * Forged and strengthened relationships with customers through frequent, transparent communication. Boosted satisfaction scores across the board. * Received cross-training in multiple lines of the business to support during the holiday season. Seamlessly transitioned between departments. * part of early implementation of Geek Squad, handled issues call center could not resolve. *was promoted to lead small team of employees who fixed hardware in house. Show less