Tier II Support Technician

• Nov 2021 - Present

Tier II Support Analyst

• Jun 2021 - Nov 2021

Tier III Support Analyst

• May 2021 - Jun 2021

Tier II Support Analyst

• Jul 2019 - May 2021

IT Assistant

• Aug 2017 - May 2019

Implemented IT ticket notation and inventory system, prepared workstations for new employee assignment. Walk-up technical support for 70+ employees and executives in downtown office. Network configuration of security systems and distribution warehouse. Performed independent project work as necessary at behest of the VP. Troubleshot and scheduled warranty repairs on equipment including HP & Brother Printers, Konica-Minolta Bizhub Copiers, Laptops, Desktops, Macs and IPads. Reconfigured redundant network equipment to ensure maximum up-time and wired patch panel when changes necessary. Created technical instruction guides for users in remote locations as well as trained users on teleconferencing and cloud storage applications. Show less

Office analyst

• Aug 2011 - Aug 2017

Handle metrics and application tracking while managing the office daily flow of activities and communications from non-standard channels. Managing monthly marketing plans and processing payroll compensation audits to determine bonus compensation for the office sales staff. Maintain secondary network systems and IP telephony, troubleshoot office systems locally keeping the office running efficiently, and cost effectively. Assist when needed for customer issues functioning as an escalation point when customer issues prove difficult to resolve or require sensitivity or level of care. Diffuse customer escalations prior to necessitating agent intervention 90+% of the time. Show less

Technical support analyst

• Feb 2006 - Jun 2011

High volume internal support help-desk for an enterprise level organization, Worked in all of the Agency, Corporate and Claims segments. Fielding support calls from executives who needed urgent access to presentations, to elderly agency staff who needed assistance turning on their computers following a power outage. Across a wide range of customer segments I maintained professionalism and competency that would merit customer commendations on a monthly basis, I displayed a knowledge of the systems and support role that allowed me to work from home during disaster recovery conditions, and dedication enough to take the overnight call bag to maintain 24 hour support availability in the enterprise. My talents were used as the benchmark for the Pro-bowl award system that was put in place as prior to it's inception I was the only representative on the floor to handle 1000 calls in a calendar month. I enjoyed the job as it appeals to my natural affinity for troubleshooting computers, networking, and assisting people in times of stress or crisis. Show less

Tech Support Analyst

• Dec 2002 - Feb 2006

Worked as a contractor for the Insurance Support Center for State Farm Insurance Companies. Maintaining excellent attendance, adherence, and support metrics before being hired as a full time internal employee. My call stats were consistently better than average in handle time, call volume and resolved at first contact. Received multiple customer commendations for quality of support, customer focus, and overall call handling. Worked as a contractor for the Insurance Support Center for State Farm Insurance Companies. Maintaining excellent attendance, adherence, and support metrics before being hired as a full time internal employee. My call stats were consistently better than average in handle time, call volume and resolved at first contact. Received multiple customer commendations for quality of support, customer focus, and overall call handling.