IT Service Desk Supervisor

• Feb 2022 - Present

Managing the service desk activities, which include desktop, laptop, and VDI support and operational activities. Offering strategy and direction on how the Enterprise Technical Services team delivers support to all team members in ITA Group while providing the best customer service. Managing the service desk activities, which include desktop, laptop, and VDI support and operational activities. Offering strategy and direction on how the Enterprise Technical Services team delivers support to all team members in ITA Group while providing the best customer service.

National Service Desk Supervisor

• May 2021 - Feb 2022

Cloud & Managed Services Supervisor

• Jul 2020 - May 2021

Senior Cloud & Managed Services Support Desk Analyst

• Aug 2019 - Jul 2020

Fielding incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues.Documenting all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Dynamics CRM/Sharepoint Application Administrator

• Jun 2017 - Aug 2019

Senior System Engineer

• Oct 2015 - Jul 2017

Responsible for the planning and engineering of IT-Vision Managed Service Desk's systems infrastructure. Including the implementation and design of hardware, software, and client managed services. This included installing, diagnosing, repairing, maintaining, and upgrading all managed service solutions; while ensuring optimal performance. Worked to troubleshoot internal or client support requests as it pertained to the solutions used and provided the managed services team training where required.

Managed Services Technician

• Dec 2013 - Oct 2015

Worked with client companies in the installation, implementation and support of network infrastructures. Worked one-on-one with end users and network administrators to fix tier I and tier II issues with workstations, servers, and network infrastructure.

Computer Repair Technician

• Mar 2011 - Apr 2014

Managed advanced repair after the initial diagnostics and troubleshooting with a client's computer. Utilize diagnostic software to collect information and come up with repair and service solutions to meet clients' needs. Managed advanced repair after the initial diagnostics and troubleshooting with a client's computer. Utilize diagnostic software to collect information and come up with repair and service solutions to meet clients' needs.

Server

• Mar 2010 - Mar 2011

Resturant Host

• Nov 2007 - Mar 2010