Experience

Edge Communications

• IT Services and IT Consulting
• 100 - 200 Employee

• IT Support Technician

  • Jan 2023 - Present



StevenDouglas

• United States
• Staffing and Recruiting
• 100 - 200 Employee

• Tier 2 Agent(Hotwire Communications)

  • Mar 2022 - Dec 2022

  Fort Lauderdale, Florida, United States Assisting in trouble tickets using Jira system, configuring new installs, and taking calls from technicians to attempt to troubleshoot issues at customer sites



L2R Consulting

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Information Technology Help Desk Support(Norwegian Cruise Lines)

  • Oct 2020 - Mar 2022

  Miami, Florida, United States Troubleshooting PCs, printers, scanners, and other peripherals. Diagnose, troubleshoot, and resolve technical issues. Acquire technical knowledge dynamically and quickly to work towards problem resolution. Document client communication, troubleshooting steps and resolution via ticketing system. Monitor network monitoring systems and backups. User account management in Active Directory and within applications, including changes in accordance with defined policies and procedures



Piper Technology

• Field Support Technician

  • Sep 2019 - Oct 2020

  Miami, Florida, United States Provided remote and onsite IT technical support to client end users with the highest quality in customer service. Created and processed all customers service requests to resolve client issues in a time quickly. Performed onsite technical support and system installation at client sites. Utilized research tools for reviewing client documentation as needed in support activities. Maintained knowledgebase to ensure accurate articles for efficient client troubleshooting. Thoroughly document all… Show more Provided remote and onsite IT technical support to client end users with the highest quality in customer service. Created and processed all customers service requests to resolve client issues in a time quickly. Performed onsite technical support and system installation at client sites. Utilized research tools for reviewing client documentation as needed in support activities. Maintained knowledgebase to ensure accurate articles for efficient client troubleshooting. Thoroughly document all client support services on support tickets with items such as specific steps taken to resolve issues. Completed technical support projects and tasks as assigned by manager. Show less



Pyramid Consulting, Inc

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

• TSG Support Technician (UPS)

  • Aug 2018 - Sep 2019

  Hialeah, Florida, United States Provides support activities in an assigned area. Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems. Train users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective. Assist users to resolve computer related problems such as inoperative hardware or software.



Unisys

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

• Desktop Support Engineer

  • Feb 2018 - Aug 2018

  Miami/Fort Lauderdale Area • Servicing Microsoft LATAM HQ • Receiving new or used laptops and reimage using SCCM • Help chief executives with software issues. • Reimaging, updating and apply group policy updates to workstations. • Using ServiceNow as ticketing system to monitor issues and documenting progress of service • Support remote users and VPN client connectivity • Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems • Install, support… Show more • Servicing Microsoft LATAM HQ • Receiving new or used laptops and reimage using SCCM • Help chief executives with software issues. • Reimaging, updating and apply group policy updates to workstations. • Using ServiceNow as ticketing system to monitor issues and documenting progress of service • Support remote users and VPN client connectivity • Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems • Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment • Ensure all Help Desk Service Level Agreements are met • Update service work notes Show less



Computer Pros

• Computer Hardware Manufacturing
• 1 - 100 Employee

• Computer Technician

  • Oct 2008 - Feb 2018

  Repaired software and hardware of desktops and laptops for all customers that came into the store and handled business or residential networks when necessary which also included remote support calls.