Experience

TulsaConnect

• IT Services and IT Consulting
• 1 - 100 Employee

• Systems Administrator

  • Mar 2016 - Present



Nomerel

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Managed Services Engineer

  • Oct 2015 - Mar 2016



Inceed

• United States
• Staffing and Recruiting
• 100 - 200 Employee

• IT Contractor

  • Mar 2015 - Oct 2015



Xerox

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

• Information Management Specialist

  • Apr 2013 - Feb 2015

  • Provided desk side support for 100 end users including computer set up, computer moves and phone set up. • Maintained and utilized imaging software to make the computers ready for deployment. • Assisted with hardware related failure as well as software failures or issues; configured initialized Windows 8.1. • Provided desk side support for 100 end users including computer set up, computer moves and phone set up. • Maintained and utilized imaging software to make the computers ready for deployment. • Assisted with hardware related failure as well as software failures or issues; configured initialized Windows 8.1.



Family and Children Services

• Helpdesk Coordinator

  • Jul 2012 - Apr 2013

  • Provided remote support to users in a Windows 7 environment including remote access and specialized applications. • Created, assigned and resolved problem tickets. Resolved and closed tickets generated via the phone. • Maintained and troubleshot issues arising in an Electronic Health Record System• Provided support to end users at the desk as needed to resolve complicated errors or errors that could not be resolved remotely.• Created accounts for end users in an active directory system and applied permissions and groups as needed.Key Achievements• Introduced a technical support knowledgebase to quickly reference uncommon problems and associated solutions thus reducing the need for tier 2 interventions.• Worked closely with end-users and management to improve service delivery to the operation, built strong teamwork and communication relationships. Recognized by the CEO for improving employee satisfaction.• Developed efficient processes to guide the end user complete remote repairs, improving uptime and reducing the need dispatch desk side support; Consistently exceed one call resolution, call handle time and customer satisfaction goals.



Hewlett Packard Enterprise

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

• Service Desk Representative

  • Jul 2011 - Jul 2012

  • Provided remote support to users in a Windows 7 environment including remote access and specialized applications. • Created, assigned and resolved problem tickets. Resolved and closed tickets generated via the phone. • Provided remote support to users in a Windows 7 environment including remote access and specialized applications. • Created, assigned and resolved problem tickets. Resolved and closed tickets generated via the phone.



Livingstone Group

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Analyst II

  • May 2010 - Jul 2011

  Created and audited account creation. Triaged issues as they came in real time. Provided second level technical support.• Handled an average of 50 calls a day troubleshooting computer and systems problems with end user. Provided second level technical support.• Triaged issues in real time and determined call disposition; Created and audited new accounts. Created and audited account creation. Triaged issues as they came in real time. Provided second level technical support.• Handled an average of 50 calls a day troubleshooting computer and systems problems with end user. Provided second level technical support.• Triaged issues in real time and determined call disposition; Created and audited new accounts.



DISH Network

• United States
• Telecommunications
• 700 & Above Employee

• Technical Support Analyst III

  • Jun 2004 - May 2010

  • Provided support to consumers of direct-to-home satellite service including billing and service installation. • Assisted with troubleshooting set top box, remote control and dish problems. Key Achievements• Agent Support Specialist initiative recruited to provide administrative assistance to agents regarding billing, credits and account verification reducing overall call handle time in the call center. • Provided support to consumers of direct-to-home satellite service including billing and service installation. • Assisted with troubleshooting set top box, remote control and dish problems. Key Achievements• Agent Support Specialist initiative recruited to provide administrative assistance to agents regarding billing, credits and account verification reducing overall call handle time in the call center.