Experience

Ally Communications, LLC

• Telecommunications

• Information Technology Network Specialist

  • Sep 2022 - Present

  Helpdesk -Answer support phone calls and perform on-site service in a courteous and professional mannerTriage and qualify support requestsEnsure accurate details and descriptions of issuesResolve as many requests on the first contact as possible when possible to completeBasic support for WAN/LAN, VoIP, workstations, and servers and complex support where SOPs exist and/or subject expertise is sufficientInstallation of software, workstations, and network hardwareMaintain high CSAT scoreProjects -Install network hardware, infrastructure, and cablingWhite-Glove system design, implementation, and training for Ally Voice (our VoIP platform)Support projects team as requiredTier 2 Support -Act as an escalation point for subject matter expertise, server support, and complex supportSupport desktops and users as required through escalation or volume managementSupport servers, LAN/WAN, disaster recovery, backup platforms, Microsoft 365, domains, email security, and advanced line of business applicationsCoach and support Tier 1 team to reduce escalationsSchedule and manage proactive management of client environmentsGeneral Responsibilities -Build and maintain client and internal documentationMaintain 80% utilization between helpdesk and projectsMaintain accountability to day-to-day administrative responsibilities, including entering time, supporting teammates, and maintaining documentationRe-stock assigned work vehicle, including a weekly auditCreate and maintain knowledgebase articles for internal or client use Show less

• Support Specialist

  • Sep 2019 - Aug 2022

  Administrate and Support all Managed IT Services - Server, Domain, BDR, and Azure SMEAdministrate and Support Hosted VOIP



North Alabama Medical Center - ECM

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Telecom/Desktop Support Technician

  • Jul 2018 - Sep 2019

  Administrator of Cisco VOIP phone system for NAMC, Shoals Hospital, and ECM East. Services and repairs PC hardware and software in all areas.

• Desktop Support Technician

  • Feb 2017 - Jul 2018



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Covert Double Agent

  • Sep 2011 - Feb 2017

  Covert Double Agents work both on-site and remotely performing computer repairs, upgrades, installations, and consultation. When not on-site, Covert Agents work from home on a company issued computer providing remote technical support for clients via the Geek Squad technical support platform. Double Agents also assist clients make savvy technology decisions and sell on-site services, software, and equipment.•Travel via company vehicle to client’s home or work remotely via phone or Geek Squad’s Support Platform to provide complete solutions.•Make advanced repairs on units and respond to client inquiries.•Facilitate solution of sales, upgrades, installations and service in homes/store.•Provide thorough documentation of all work.•Uphold the Geek Squad standard and brand while completing repairs in home/store or when providing remote consultation. Show less

• Counter Intelligence Agent

  • Oct 2009 - Sep 2011

  Counter Intelligence Agents work in the store precincts performing computer repairs and upgrades. Time and queue management are key focuses, along with assisting department and store leadership in creating and implementing strategies to manage or eliminate (often through training other agents) obstacles that occur. While primarily not a client-facing role, resolving client issues that come up was part of the job.



Best Buy

• Retail
• 700 & Above Employee

• Home Office Sales Senior

  • Mar 2007 - Oct 2009

  Sales associates are responsible for creating end to end solutions for customers to both ensure the customer gets everything they need as well as meeting store and company metrics to ensure profitability. As a non-commission employee, this centered on developing the unknown needs the customer may have and being able to explain the benefits of the products and services being offered. As the department senior, I also delegated tasks throughout the day, managed the department schedule, trained co-workers, and resolved customer issues through proper channels. Show less