Experience

Radixx

• United States
• Airlines and Aviation
• 1 - 100 Employee

• Customer Technical Support

  • Feb 2020 - Jul 2020

  Troubleshoot technical issues using Service Desk Ticket system regarding our Flight Booking Software. Troubleshoot technical issues using Service Desk Ticket system regarding our Flight Booking Software.



Concentrix

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

• Microsoft O365 Technical Support Engineer

  • Jun 2018 - Dec 2019

  Office 365 Support Engineer | Exchange Online | Outlook Client Served as an Escalation Engineer: Working Critical/Severity A tickets for Outlook Queue and Exchange Premier/PTSolve cases. Provided troubleshooting support to Premier and PTSolve Level (most valuable) Customers. Worked on Microsoft’s Rave Ticketing System, employing Viewpoint diagnostic tools. Utilized remote sessions, phone calls, and emails to provide issue resolution support. Ensure key stakeholders and customers are… Show more Office 365 Support Engineer | Exchange Online | Outlook Client Served as an Escalation Engineer: Working Critical/Severity A tickets for Outlook Queue and Exchange Premier/PTSolve cases. Provided troubleshooting support to Premier and PTSolve Level (most valuable) Customers. Worked on Microsoft’s Rave Ticketing System, employing Viewpoint diagnostic tools. Utilized remote sessions, phone calls, and emails to provide issue resolution support. Ensure key stakeholders and customers are up-to-date on the resolution status of the issue through effective written and verbal communication. Focus on delivering great customer experiences leading with problem understanding, issue resolution and solid expectations management. Ability to navigate through multiple software systems while walking customers through a resolution. Effective troubleshooting skills, strong active listening skills, strong written and verbal communication skills and solid professional skills coupled with the utmost customer focus. Utilize remote and phone support channels for optimal interaction with enterprise customers. Show less Office 365 Support Engineer | Exchange Online | Outlook Client Served as an Escalation Engineer: Working Critical/Severity A tickets for Outlook Queue and Exchange Premier/PTSolve cases. Provided troubleshooting support to Premier and PTSolve Level (most valuable) Customers. Worked on Microsoft’s Rave Ticketing System, employing Viewpoint diagnostic tools. Utilized remote sessions, phone calls, and emails to provide issue resolution support. Ensure key stakeholders and customers are… Show more Office 365 Support Engineer | Exchange Online | Outlook Client Served as an Escalation Engineer: Working Critical/Severity A tickets for Outlook Queue and Exchange Premier/PTSolve cases. Provided troubleshooting support to Premier and PTSolve Level (most valuable) Customers. Worked on Microsoft’s Rave Ticketing System, employing Viewpoint diagnostic tools. Utilized remote sessions, phone calls, and emails to provide issue resolution support. Ensure key stakeholders and customers are up-to-date on the resolution status of the issue through effective written and verbal communication. Focus on delivering great customer experiences leading with problem understanding, issue resolution and solid expectations management. Ability to navigate through multiple software systems while walking customers through a resolution. Effective troubleshooting skills, strong active listening skills, strong written and verbal communication skills and solid professional skills coupled with the utmost customer focus. Utilize remote and phone support channels for optimal interaction with enterprise customers. Show less



Hilton Hotels Worldwide

• Hospitality
• 1 - 100 Employee

• Assistant It Manager

  • Jan 2016 - Dec 2017

  Assistant IT Manager Provided consultation, support, resource, budget, and project management for Hilton Orlando Convention Center. Installed and configured new network, server and workstation architecture; installed and configured new software solutions and interfaces. Established and maintained vendor contracts. Point-person for installation and management of new Hilton Corporate IT initiatives. Communicated and enforced corporate PCI and security SOPs to all employees and management… Show more Assistant IT Manager Provided consultation, support, resource, budget, and project management for Hilton Orlando Convention Center. Installed and configured new network, server and workstation architecture; installed and configured new software solutions and interfaces. Established and maintained vendor contracts. Point-person for installation and management of new Hilton Corporate IT initiatives. Communicated and enforced corporate PCI and security SOPs to all employees and management. Installed and supported all aspects of installation and maintenance of servers, workstations, user accounts, point-of-sale, interfaces, network infrastructure, phones, printers, wireless, and other miscellaneous technology equipment and software for Hilton-managed properties in the state of Florida. Performed server-hardening procedures for PCI-compliancy. Show less Assistant IT Manager Provided consultation, support, resource, budget, and project management for Hilton Orlando Convention Center. Installed and configured new network, server and workstation architecture; installed and configured new software solutions and interfaces. Established and maintained vendor contracts. Point-person for installation and management of new Hilton Corporate IT initiatives. Communicated and enforced corporate PCI and security SOPs to all employees and management… Show more Assistant IT Manager Provided consultation, support, resource, budget, and project management for Hilton Orlando Convention Center. Installed and configured new network, server and workstation architecture; installed and configured new software solutions and interfaces. Established and maintained vendor contracts. Point-person for installation and management of new Hilton Corporate IT initiatives. Communicated and enforced corporate PCI and security SOPs to all employees and management. Installed and supported all aspects of installation and maintenance of servers, workstations, user accounts, point-of-sale, interfaces, network infrastructure, phones, printers, wireless, and other miscellaneous technology equipment and software for Hilton-managed properties in the state of Florida. Performed server-hardening procedures for PCI-compliancy. Show less