Experience

Hyper Vigilance

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

• Information Technology Support Analyst

  • Apr 2021 - Aug 2021

  Fairfax, Virginia, United States Tested and analyzer IT system and software performance. Resolved incoming client and personnel IT queries remotely via email and phone, or at the office. Prioritized and resolved IT concerns and escalating serious issues to relevant stakeholders. Avoiding service interruptions by performing system installations, updates, and maintenance procedures. Preparer training manuals and FAQ materials for easy-access end-user guidance. Documenting processes and maintained service desk… Show more Tested and analyzer IT system and software performance. Resolved incoming client and personnel IT queries remotely via email and phone, or at the office. Prioritized and resolved IT concerns and escalating serious issues to relevant stakeholders. Avoiding service interruptions by performing system installations, updates, and maintenance procedures. Preparer training manuals and FAQ materials for easy-access end-user guidance. Documenting processes and maintained service desk records. Made recommendations to optimize IT performance and to prevent future problems. Collaborated with internal departments to ensure that IT needs are met. Kept informed of advancements in IT. Show less



ManTech Cyber Solutions International

• United States
• Computer and Network Security

• System Administrator

  • Feb 2020 - Mar 2021

  Virginia, United States Managed network operations center, ensuring efficiency and performance across multiple locations. Developed and enforced IT resource allocation policies, safeguarding network integrity and security. Tracked and reported on network systems and hardware, following established procedures. Utilized tools for remote technical support, enhancing desk-side equipment functionality. Deployed software using SCCM, conducted remote system configurations.



Apex Systems

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

• Help Desk Technician

  • Feb 2019 - Jul 2019

  Colorado Springs, Colorado Area I worked as a contractor for the City of Colorado Springs. I supported the city employees including the police and fire department with IT needs. Worked through a domain migration and desktop upgrade during my contract.



iVenture Solutions

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Information Technology Help Desk Technician

  • Jun 2018 - Oct 2018

  Tampa/St. Petersburg, Florida Area I provided outstanding end user support and service for internal, external, and on-site customers, all enterprise. I worked directly with customers to understand their issues via phone, remote sessions, email, and in person. I used a number of leading tools to assist with issues, including RMM tools, ticketing systems, and home-built applications.



Vology

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

• NMS Administrator

  • Nov 2016 - Jun 2018

  Tampa/St. Petersburg, Florida Area I manage the tools that our Service Desk uses to support our clients. I manage our RMM, RSRA, and internal tools. My day to day tasks include loading new client devices in our tools platforms and supporting the Service Desk, billing team with various needs, such as but no limited too, scripting, monitor adjustments, ticket language, access, and reports.

• Level 1 Service Desk Support Specialist

  • Jan 2016 - Nov 2016

  Identify, research and resolve technical issues in the following areas; iOS, Android, 3rd party partner platforms, Windows applications. Provide customer support by managing and resolving tickets. Works with clients to evaluate and resolve technical problems. Escalate complex tickets requiring higher resources to Tier 3 support, and monitor and track progress of escalated tickets to ensure timely resolution. Provide Tier 3 with necessary data when escalating tickets. Maintains… Show more Identify, research and resolve technical issues in the following areas; iOS, Android, 3rd party partner platforms, Windows applications. Provide customer support by managing and resolving tickets. Works with clients to evaluate and resolve technical problems. Escalate complex tickets requiring higher resources to Tier 3 support, and monitor and track progress of escalated tickets to ensure timely resolution. Provide Tier 3 with necessary data when escalating tickets. Maintains service tickets and ensures timely resolution on escalated issues. Create and maintain documentation for ticket resolution and training purposes. Train new 1 support staff to handle all job tasks and be informed on all client info.



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Advanced Repair agent

  • Nov 2014 - Nov 2015

  Clearwater, Florida, United States Diagnosed client technology issues using specialty software and made solution-based recommendations to our clients. Worked with other team members to assist in training both for team members and for clients. Performed regular upgrades to update systems and improve operability. Implemented preventive maintenance practices and upheld equipment guidelines to reduce downtime. Completed partial or full dismantling of equipment to quickly repair or replace defective components and… Show more Diagnosed client technology issues using specialty software and made solution-based recommendations to our clients. Worked with other team members to assist in training both for team members and for clients. Performed regular upgrades to update systems and improve operability. Implemented preventive maintenance practices and upheld equipment guidelines to reduce downtime. Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality. Show less



Sears

• United States
• Retail
• 700 & Above Employee

• Consultative Sales

  • 2011 - Nov 2015

  Handle OTC parts. Discuss best options for customers. Face of the repairs sears handles; Conveying issues and concerns about products from customers to repair technicians. Handle shipping and receiving of parts and customer products.