Information Tech Supervisor

• Apr 2022 - Present

Senior System Technician

• Sep 2017 - Dec 2022

Mobile Systems Tech

• Mar 2015 - Sep 2017

Helpdesk Analyst

• Feb 2014 - Mar 2015

Primary Counter (Physical Help Desk) Analyst providing level one support to walk in clients (Deputies). Responsible for laptop inventory and repairs. Receives and records calls, problems, and requests for new computer/communications services in the online tracking system. Performs first-level problem determination and resolution to end-users.Communicates how to use features contained in a purchased software package; explains the features of a custom application. Solves printer problems; resets user IDs and passwords; checks the status of computers, printers, network and communications. Resolves other computer/communications hardware and software related issues and new requests for service. Utilizes system tools to help diagnose and resolve problems. Updates status and completes the call using the online tracking system; escalates calls that cannot be immediately resolved. Follows up on requests for service to ensure that the request is being filled in a timely manner. Monitors problem reporting, updating, resolution, customer feedback, and problem closing for all requests in the tracking system. Provides weekly and monthly trend reports (e.g., number of problems, types of problems, length of time opened, etc.) Maintains Help Desk procedure manuals.

I.T Support Specialist

• Aug 2012 - Feb 2014

Provide level 2 & 3 support for end users. Effective management of service calls, problem reporting, problem research, problem diagnosis and problem resolution. Review and monitoring of Key AS/400 applications and OS/400 operating system and provide implementation services on new software and hardware installations. Dealing with a wide range of issues from basic password resets to complex networking issues. Required by state to hold valid gaming license. Provide level 2 & 3 support for end users. Effective management of service calls, problem reporting, problem research, problem diagnosis and problem resolution. Review and monitoring of Key AS/400 applications and OS/400 operating system and provide implementation services on new software and hardware installations. Dealing with a wide range of issues from basic password resets to complex networking issues. Required by state to hold valid gaming license.

PC Technician Intern

• Dec 2011 - Feb 2012

Daily responsibilities were assisting walk-in and managed clients with tech support, creating service orders using Tiger Paw ticketing system, visiting clients home/businesses and diagnosing technical dilemmas. Issues ranged from basic home PCs to small business servers. Daily responsibilities were assisting walk-in and managed clients with tech support, creating service orders using Tiger Paw ticketing system, visiting clients home/businesses and diagnosing technical dilemmas. Issues ranged from basic home PCs to small business servers.

Blackberry Specialist

• Jun 2011 - Dec 2011

Responsibilities included troubleshooting hardware and software issues of blackberry devices in order to resolve customers's issues. Steps included wiping and reloading of blackberry operating system on to devices. In the event of an unresolved issue a warranty exchange would be processed. Responsibilities included troubleshooting hardware and software issues of blackberry devices in order to resolve customers's issues. Steps included wiping and reloading of blackberry operating system on to devices. In the event of an unresolved issue a warranty exchange would be processed.

Warehouse Associate

• Jun 2010 - Jun 2011

Responsible for ensuring customer orders are completed neatly with speed and accuracy, also,auditing boxes to make sure orders are correct. In November 2010, held highest lines per hour speed rate (impact player of the month). Responsible for ensuring customer orders are completed neatly with speed and accuracy, also,auditing boxes to make sure orders are correct. In November 2010, held highest lines per hour speed rate (impact player of the month).

Customer Service Associate

• Jan 2008 - Jun 2010

Universal employee. I obtained the ability to work every non-managerial position in the store. This includes bagger, cashier, customer service lead, service desk, meat, bakery, produce, seafood & stocker, all along with helping any customers with questions, recommendations, and item locations as needed. Universal employee. I obtained the ability to work every non-managerial position in the store. This includes bagger, cashier, customer service lead, service desk, meat, bakery, produce, seafood & stocker, all along with helping any customers with questions, recommendations, and item locations as needed.