Experience

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  United States Air Force

  • Assistant Aerial Port Manager

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  United States Air Force

  • Dobbins ARB

  • Assistant Aerial Port Manager

    • Oct 2019 - Present
    • Dobbins ARB

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  US Air Force Reserve

  • Warner Robins, GA

  • Air Transportation Craftsman, MSgt

    • Sep 1991 - Present
    • Warner Robins, GA

     Supervise a staff of more than 30 people and manage a squadron work group Administer user accounts for squadron Coach and mentor employees as well as train new staff and conduct one-on-one disciplinary counseling  Responsible for all functions dealing with the movement of cargo and personnel by DoD and civilian aircraft Performed password resets and enabled accounts using Active Direct and Account lockout tool Troubleshoot Manual / Common Access Card logins within contracted time guidelines Hold a secret clearance, September 2007Administration Specialist, June 2006 – October 2006 (5 months) Support for the Commander and his support staff. Assisted with awards and evaluation programs, assisted with group network admin dutiesTechnical Order Specialist, May 2002 – July 2003 (1 year 3 months) Provided technical order manuals to F-15 maintenance technicians, inventory manuals, replace changes to individual manuals

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  Carestream Dental

  • United States

  • Technical Support Representative

    • Apr 2014 - Oct 2019
    • United States

    -Provide front line support via ACD (automatic call distribution), outbound calls, email or fax for Carestream Dental Orthotrac Practice Management software-Record every customer contact and document issues and resolutions thoroughly and efficiently- Provide input for new products, features, product usability and supportability- Escalate issues following the escalations guidelines as needed- Submit proposed solutions to basic issues in knowledge base and for internal/external documentation- Perform proactive calls- Perform level one troubleshooting on all current hardware supported- Successful completion of TSR certification program within one year from date of hire

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  Wellstar Health System at Kennestone (Contracted through Ettain Group)

  • Marietta, GA

  • Information Technology Help Desk Agent

    • Mar 2014 - Apr 2014
    • Marietta, GA

     Handled the account activation, account unlock, and password reset Specifically troubleshoot software which includes the EPIC medical records software, hardware, and connectivity issues

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  NCR (Contracted through Field Solutions)

  • Peachtree City, Georgia

  • Information Technology Help Desk Agent

    • May 2012 - Jul 2013
    • Peachtree City, Georgia

     Provided technical support for resolution or escalation of POS device-related problems or requests  Served as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation Monitored incident status and escalate cases that are not resolved in a specific timeframe

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  Hewlett Packard (contractor for the US Navy)

  • BOISE, ID

  • Information Technology Help Desk Agent

    • Oct 2006 - Mar 2010
    • BOISE, ID

     Provided help desk support for 400,000+ U.S. Navy end users Troubleshot manual / common access card logins within contracted time guidelines  Satisfactorily addressed software (Microsoft Office, Windows XP, and Navy software), hardware, and connectivity issues for multiple entities Performed password resets and enabled accounts using Active Direct and Account lockout tool Managed and administered various legacy accounts for the U.S. Navy

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  Walt Disney World Resort

  • ORLANDO, FL

  • Hospitality and Entertainment – Call Center Reservations Agent

    • Mar 2004 - May 2006
    • ORLANDO, FL

     Booked vacation packages at inbound call center, including maintaining customer service database Averaged an estimated 10 calls per hour and maintained more than 95% productivity

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  Earthlink / Convergys

  • LAKE MARY, FL

  • Information Technology – Help Desk Agent

    • Jan 2002 - Aug 2003
    • LAKE MARY, FL

     Technical support for the EarthLink Wireless account and administered an estimated 800 customer calls weekly Maintained individual accounts and customer inquiries Operated SIBEL and Remedy databases