Experience

Camillo Companies

• United States
• Real Estate
• 1 - 100 Employee

• IT Support Analyst II

  • Jul 2023 - 6 months

  Houston, Texas, United States



Visual Lease

• United States
• Software Development
• 100 - 200 Employee

• Customer Support Engineer

  • Apr 2022 - Mar 2023



Houston ISD

• United States
• Education Administration Programs
• 700 & Above Employee

• Application Support Representative

  • Aug 2020 - Apr 2022

  Houston, Texas, United States • Troubleshoots and trains customers on custom and Office 365 applications. Resolves approximately 50 tickets per week. • Creates quick reference guides for updates and reoccurring issues to expand team knowledge base. • Responsible for creating, updating, and auditing access for SharePoint Online site pages and web parts. • Gathers and analyzes external and internal department stakeholder’s processes and workflows to automate utilizing O365 Power Platform. • Completed district… Show more • Troubleshoots and trains customers on custom and Office 365 applications. Resolves approximately 50 tickets per week. • Creates quick reference guides for updates and reoccurring issues to expand team knowledge base. • Responsible for creating, updating, and auditing access for SharePoint Online site pages and web parts. • Gathers and analyzes external and internal department stakeholder’s processes and workflows to automate utilizing O365 Power Platform. • Completed district project of migrating shared drives to de-commission 238 shared drives on 10 servers. Included user training on SharePoint product and Office365 integrations. • Coordinated implementation of Microsoft Two-Factor Authentication for 26,000 district users. Compiles and delivers registration reports to senior management to ensure registration goals are met. Show less



University of Houston

• United States
• Higher Education
• 700 & Above Employee

• Microsystems Analyst

  • Oct 2019 - Aug 2020

  • Provided over the person and remote hardware and software support for Mac and Windows systems remotely and in person for a staff of 500 employees. • Basic network troubleshooting and Active Directory support. • Assisted in testing, imaging, and upgrading devices from Windows 7 to Windows 10. Assisted in migration to SharePoint 2019. • Audited access for Active Directory user groups ensuring all additions met IT audit standards. • Supported team by training 9 - 10 student… Show more • Provided over the person and remote hardware and software support for Mac and Windows systems remotely and in person for a staff of 500 employees. • Basic network troubleshooting and Active Directory support. • Assisted in testing, imaging, and upgrading devices from Windows 7 to Windows 10. Assisted in migration to SharePoint 2019. • Audited access for Active Directory user groups ensuring all additions met IT audit standards. • Supported team by training 9 - 10 student employees on software and hardware support to run student computer labs.

• IT Helpdesk Coordinator

  • Jul 2018 - Oct 2019

  Houston, Texas Area •Responsible for first level ticket response and troubleshooting. Escalated tickets to Tier 2 support and System Operations. •Provided over the phone support for customers using classroom technologies including Windows devices and A/V software. •Resolved approximately 50% of incoming issues which allowed Tier 2 support to focus on department projects and maintenance.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Technical Expert

  • Feb 2015 - Jul 2018

  •Responsible for troubleshooting operating systems and hardware repair on Apple products. Tracked and documented all actions taken in the custom ticketing system. •Achieved a customer satisfaction score above 85% while averaging 100 customer sessions per week. •Mentored incoming team members on troubleshooting and customer service skills.