Experience

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  The Summit Federal Credit Union

  • Rochester, New York, United States

  • End User Support Specialist

    • Oct 2022 - Present
    • Rochester, New York, United States

    Help Desk Technician providing IT support for area branches

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  TEKsystems

  • Rochester, New York, United States

  • Technical Support Analyst

    • Mar 2021 - Oct 2022
    • Rochester, New York, United States

    • Provide Best in Class support for OnGuard Access Control systems• Install, update, and upgrade OnGuard on demand on Production environments remotely• Troubleshoot and resolve both new and well researched issues• Write Knowledge Base articles for both internal and general use• Assist with mainte...

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  Rochester Software Associates

  • Rochester, New York, United States

  • Technical Analyst

    • Aug 2018 - Jan 2021
    • Rochester, New York, United States

    A fast paced Technical position to install and support proprietary printing software on remote and local servers.

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  Sutherland

  • Rochester, New York

  • Virtual Trainer

    • May 2017 - Aug 2018
    • Rochester, New York

    I worked with Technicians to create new Training materials for Work From Home employees. These training materials utilized scenario-based learning to spread knowledge to the team in a self-paced exercise. They were added to classroom curriculum for new hires.

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  Blackboard

  • United States
  • Higher Education
  • 700 & Above Employee

  • Subject Matter Expert

    • Apr 2017 - Aug 2018

    Duties:1. Manage a diverse Functional Group of Technical Support Managers2. Remove obstacles to our collective success3. Spread knowledge company-wide regarding my areas of expertise 4. Research, Troubleshoot, and Resolve issues within live Blackboard Learn environments5. Generate custom database queries and batch files to adjust client environments upon request6. Educate Administrators attempting to utilize deep and evolving functionality7. Train new employees to troubleshoot the Blackboard Learn product 8. Deliver award-winning customer service via Phone, Email, and our Ticketing SystemAreas of Expertise: 1. Blackboard Learn Graphical User Interface2. Blackboard Learn Linux and Windows application server upkeep3. Blackboard Learn Database architectures4. Blackboard Cloud5. Blackboard Learn Software as a Service6. Feed File integration both automated and manual7. Blackboard Mobile Applications

  • Technical Support Manager

    • Jul 2015 - Apr 2017

    1. Research, Troubleshoot, and Resolve issues within live Blackboard Learn environments2. Generate custom database queries and batch files to adjust client environments upon request3. Educate Administrators attempting to utilize involved, evolving functionality4. Train new employees to troubleshoot the Blackboard Learn product, navigate the databases, and deliver award-winning customer service

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  Rochester Institute of Technology

  • 1 Lomb Memorial Dr, Rochester, NY 14623

  • Classroom Technician: Level 2

    • Sep 2011 - May 2013
    • 1 Lomb Memorial Dr, Rochester, NY 14623

    Troubleshooting, programming, maintenance, and construction of custom A/V equipment within classrooms at the Rochester Institute of Technology.

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  Rochester Institute of Technology

  • 1 Lomb Memorial Drive, Rochester, NY, 14623

  • Resource Manager

    • Sep 2008 - May 2011
    • 1 Lomb Memorial Drive, Rochester, NY, 14623

    1. Troubleshot projector and surround sound systems. 2. Responded to emergency equipment malfunctions, outages and errors.3. Engineered new custom cables from base components to replace malfunctioning or inadequate cables4. Loaded and delivered equipment across campus as needed in severely limit...

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  YMCA of Greater New York

  • 140 NY-54, Penn Yan, NY 14527

  • Camp Counselor

    • May 2008 - Aug 2008
    • 140 NY-54, Penn Yan, NY 14527

    Supervised and organized activities for 80+ youths ages 7 to 17.24 hour workdays to accommodate overnight campers, 7 days per week.Also acted as lakeside Lifeguard and Assistant Archery Instructor during the day while our campers enjoyed their activity of choice.