Microsoft 365 Concierge Support Ambassador

• Sep 2022 - Present

Daily responsibilities include: - Inbound case handling: - Creating incidents and requests from IVR calls with detailed notes. - Accepting cases generated by the Office 365 support widget. - Providing chat and email assistance. - Provide guidance and direction for the proper use of Microsoft 365 products and their administration centers: - Exchange Online - Compliance center - Security Center - SharePoint - OneDrive - Microsoft Teams - Provide troubleshooting assistance with our various products, through GUI, Web portal, and PowerShell. - Additional tools used include: - Quick Assist - Fiddler Network trace - [Self written] HAR log parser (JavaScript) - Proprietary in-house tools and resources - Provide recommendations for Microsoft 365's various subscription and product offerings to best match customer business needs.

Tier 2 Service Desk

• Jul 2022 - Sep 2022

- Daily responsibilities include: - Inbound call handling: - Creating incidents and requests from calls with detailed notes. - Perform frontline troubleshooting and remediation, before passing to 1 of 26 other dedicated teams. - Create documentation based on discovered streamlining, improvement, or creation of new workflows and processes. - [Personal Project] Create scripts and tools to aid Service Desk and related teams. - Batch/Powershell scripts: - Streamline routine repairs for quicker resolution - Automate repairs, deployments, and configuration to reduce user disruption - Created Browser Userscripts in Javascript - Allowed for cleaner organization of tab titles and web elements - Partial automation of normally manual processes. E.G. Converting a Service Now Incident into a Request - Insertion of notes into local copies of knowledge articles to provide visual and documented feedback when coordinating with the Knowledge Base Administrator - Processing requests for IT services such as: - Generating temporary Wifi credentials - Authorizing/fulfilling software and software license requests - Processing new hire forms requesting accounts and hardware - Adding users to deployment groups in Microsoft Endpoint Configuration Manager and triggering CCM actions over remote shell - Active Directory Account management [enable/disable, lock/unlock, Group Add/Remove, Password Reset] - Password Reset for multiple types of software and web portals, both internal and public facing. - Collaborating with technicians, leads, and directors from other teams to document major incidents when discovered - Reporting trends and traits of repeated incidents - Reporting, triaging, investigating users and machines affected by mal-ware/phishing/hacking. - Providing technical and procedural guidance for Tier 1 technicians.

IT Consultant

• Jun 2021 - Dec 2021

As a BD Product Support Specialist, I support the Pyxis MedStation ES line of Medical Devices. I use our suite of remote management tools to work with technical and non-technical customers to resolve any issues they have with our platform. As our systems Windows Server 2012/2016 and Windows 7/10, I am well versed in working with and troubleshooting these systems as well, as troubleshooting issues with our proprietary software and the SQL databases they are integrated with. As a BD Product Support Specialist, I support the Pyxis MedStation ES line of Medical Devices. I use our suite of remote management tools to work with technical and non-technical customers to resolve any issues they have with our platform. As our systems Windows Server 2012/2016 and Windows 7/10, I am well versed in working with and troubleshooting these systems as well, as troubleshooting issues with our proprietary software and the SQL databases they are integrated with.

Premium Client Service Desk Technician

• Feb 2021 - Jun 2021

As a Premium Client Service Desk Tech, I provide user support for Citi's business-critical employees and leadership. Responsibilities include: The management of Active Directory accounts, objects, and group memberships The troubleshooting of VMware VDI, Windows, and Microsoft Office issues including associated software and plugins The guidance of users through software use and processes. The ordering and installation of software or software components on end-user work systems. As a Premium Client Service Desk Tech, I provide user support for Citi's business-critical employees and leadership. Responsibilities include: The management of Active Directory accounts, objects, and group memberships The troubleshooting of VMware VDI, Windows, and Microsoft Office issues including associated software and plugins The guidance of users through software use and processes. The ordering and installation of software or software components on end-user work systems.

Help Desk Technician

• Nov 2020 - Dec 2020

As a University Health Help Desk Agent I provide technical support for doctors, nurses, and support staff using the Epic Medical Solutions Software Platform. I also provide sign up and login support for patients using the public facing MyChart patient information portal. I use industry software such as Citrix, Imprivata, and Active Directory daily in the course of performing my job duties. As a University Health Help Desk Agent I provide technical support for doctors, nurses, and support staff using the Epic Medical Solutions Software Platform. I also provide sign up and login support for patients using the public facing MyChart patient information portal. I use industry software such as Citrix, Imprivata, and Active Directory daily in the course of performing my job duties.

Information Technology Consultant

• Sep 2018 - Nov 2020

I provided IT support for individuals and small businesses in the San Antonio Metropolitan Area. I prided myself on timely service, speedy remediation, and easy to understand communication of technical faults and steps to resolution. I provided IT support for individuals and small businesses in the San Antonio Metropolitan Area. I prided myself on timely service, speedy remediation, and easy to understand communication of technical faults and steps to resolution.

Remote Support Engineer

• Apr 2018 - Sep 2018

I work as a contractor providing support for USAA’s Work From Home program. I provide remote support requested by email and phone call for internal clients, their equipment, and their Virtual Machines. I utilize Citrix and VMWare technologies as well as proprietary internally developed tools and methodologies. I work as a contractor providing support for USAA’s Work From Home program. I provide remote support requested by email and phone call for internal clients, their equipment, and their Virtual Machines. I utilize Citrix and VMWare technologies as well as proprietary internally developed tools and methodologies.

Systems Administrator

• Oct 2017 - Jan 2018

Perform both general IT support for end-users and systems maintenance. At this time systems include Cisco Unified Call Manager, Cisco Unity, Cisco Finesse, 3xLogic VIGIL Security software, Cisco network equipment (2nd/3rd layer switches, routers, ASA's,), Microsoft Active Directory, Azure AD, vSphere 5.5, Windows 7 and 10 image creation, Xactimate (Insurance Adjustment Software) Perform both general IT support for end-users and systems maintenance. At this time systems include Cisco Unified Call Manager, Cisco Unity, Cisco Finesse, 3xLogic VIGIL Security software, Cisco network equipment (2nd/3rd layer switches, routers, ASA's,), Microsoft Active Directory, Azure AD, vSphere 5.5, Windows 7 and 10 image creation, Xactimate (Insurance Adjustment Software)

Support Technician

• Oct 2016 - Sep 2017

I am a Tier 1 technician providing VoIP support for medium to small-sized businesses. I work between the Frontline Tier 1 technicians and the Tier 2 technicians working cases sent up from our frontline and escalating as required. I help with configuring customer SOHO and Enterprise networks, diagnosing issues with SIP and RTP, and also general account queries, as well as pushing sales opportunities when possible. I am a Tier 1 technician providing VoIP support for medium to small-sized businesses. I work between the Frontline Tier 1 technicians and the Tier 2 technicians working cases sent up from our frontline and escalating as required. I help with configuring customer SOHO and Enterprise networks, diagnosing issues with SIP and RTP, and also general account queries, as well as pushing sales opportunities when possible.

TelePresence Engineer

• Feb 2016 - Jun 2016

Thoroughly investigate performance and connectivity issues for Cisco TelePresence endpoint and foundation equipment as reported by customers or dispatched as Remedy tickets Perform root cause analysis using SSH, Telnet, RDP, HTTP and HTTPS to access the CLI and GUI of remote devices to assess and remediate problems. Received specialized Cisco technical training on the use of Cisco’s Telepresence Management Suite (TMS), Cisco’s TelePresence Manager (CTM), Multipoint Switch (CTMS), TelePresence Server (TPS), and other Multi-point Control Units and various Cisco/Tandberg endpoints. Committed to a 24/7/365 team that commands support for international calls and tickets spanning numerous continents and time zones, often aiding other NOCs in external ticket investigation (Verizon, AT&T, IT Global Service Desk).

IT Helpdesk

• Nov 2015 - Dec 2015

Electronics Sales Associate

• Jul 2013 - Nov 2015

Selling products, educating customers and keeping them informed about new offers and deals. I also took care of inventory and invoicing. Selling products, educating customers and keeping them informed about new offers and deals. I also took care of inventory and invoicing.