Experience

Rad Source Technologies

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Director Of Information Technology

  • Nov 2021 - Present

• IT Manager

  • Mar 2021 - Present

• IT Technican Supervisor

  • Apr 2020 - Mar 2021

• IT Helpdesk Technician

  • Mar 2018 - Apr 2020



EnPro Industries Inc.

• Service Desk Analyst 2

  • May 2016 - Mar 2018

  Provides advanced technical support to end users in an array of PC, server, applications and hardware issues. The Service Desk Analyst II simulates or recreates user problems to resolve operating difficulties and is seen as a subject matter expert. Responds to / resolves issues escalated by Service Desk Analyst 1.• Handles intermediate to complex technical problems by telephone and remote activity to resolve• first line customer issues to ensure user satisfaction and productivity.• Able to explain issues in a non-technical manner.• Analyzes and detects trends in customer service requests that may indicate a potential large scaleProvides advanced technical support to end users in an array of PC, server, applications and hardware issues. The Service Desk Analyst II simulates or recreates user problems to resolve operating difficulties and is seen as a subject matter expert. Responds to / resolves issues escalated by ServiceDesk Analyst 1.• outage and informs management• Gathers information, performs research, uses independent judgment and escalates complex• problems to management.• Makes recommendations to management on improvement of procedures• Provides first level support for network outage resolution.• Knowledge Database Subject Matter Expert.• Able to maintain a “High Level” customer-service focus and attitude at all times while prioritizing• and managing a high volume of incoming work requests.• Lead and participate in team-based projects.• Train other team members.

• Global Service Desk Analyst/ Incident Coordinator

  • Feb 2015 - Mar 2017

  As a Global Service Analyst, I provide support end-users for PC, telephony, server, applications and hardware. I regularly work with 2nd and 3rd tier technical staff to support the overall infrastructure, systems and processes necessary to operate a high availability, fast paced environment to restore service timely and efficiently on a day to day basis. As Incident Coordinator, I am responsible with the distribution on all IT request and incident tickets to the various IT departments at Enpro. I also determine if an incident needs to be escalated according to priority and severity of issue.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Internet Support Technician

  • Apr 2009 - Apr 2013

  Worked well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. Skilled in providing Customer and End-User Help Desk Support. • Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail. • Maintained trouble-ticket system to record and track user calls and e-mails. • Reported on common problems and complaints, escalating network-wide troubles to Lead Technician.