Quality Analyst

• Nov 2022 - Present

IT Support Specialist

• Dec 2020 - Oct 2022

• Roles: Hardware Lead / AutoCAD and Bentley Products Lead • Assist staff in local and remote offices (50-150 people each) to achieve efficient and effective use of computing technology and maximize utilization of computer resources • Provide remote or in-person level I, II support for software applications like Microsoft (Outlook, Word, and Excel), Autodesk (AutoCAD, Civil3D, and Revit), Bentley (MicroStation, ProjectWise, and OpenRoads Designer), among others. •… Show more • Roles: Hardware Lead / AutoCAD and Bentley Products Lead • Assist staff in local and remote offices (50-150 people each) to achieve efficient and effective use of computing technology and maximize utilization of computer resources • Provide remote or in-person level I, II support for software applications like Microsoft (Outlook, Word, and Excel), Autodesk (AutoCAD, Civil3D, and Revit), Bentley (MicroStation, ProjectWise, and OpenRoads Designer), among others. • Participate in the weekly On-Call Service Desk rotation resolving incoming client and personnel IT queries. • Provide desk-side training to newly hired employees for enterprise applications and IT procedures. • Maintain physical inventory of company hardware in the ServiceNow asset management platform. Show less • Roles: Hardware Lead / AutoCAD and Bentley Products Lead • Assist staff in local and remote offices (50-150 people each) to achieve efficient and effective use of computing technology and maximize utilization of computer resources • Provide remote or in-person level I, II support for software applications like Microsoft (Outlook, Word, and Excel), Autodesk (AutoCAD, Civil3D, and Revit), Bentley (MicroStation, ProjectWise, and OpenRoads Designer), among others. •… Show more • Roles: Hardware Lead / AutoCAD and Bentley Products Lead • Assist staff in local and remote offices (50-150 people each) to achieve efficient and effective use of computing technology and maximize utilization of computer resources • Provide remote or in-person level I, II support for software applications like Microsoft (Outlook, Word, and Excel), Autodesk (AutoCAD, Civil3D, and Revit), Bentley (MicroStation, ProjectWise, and OpenRoads Designer), among others. • Participate in the weekly On-Call Service Desk rotation resolving incoming client and personnel IT queries. • Provide desk-side training to newly hired employees for enterprise applications and IT procedures. • Maintain physical inventory of company hardware in the ServiceNow asset management platform. Show less

Office 365 Support Escalations

• Feb 2019 - Dec 2020

In this position I worked escalated customer problems that 1st tier could not handle. I handled multiple, high-level tickets daily and learned to better prioritize work to make sure everything was completed as efficiently as possible. We pride ourselves with being able to work the majority of tickets in-house with the resources we have available. There are some issues I would have to escalate to Microsoft though so I've become comfortable working with their technicians when… Show more In this position I worked escalated customer problems that 1st tier could not handle. I handled multiple, high-level tickets daily and learned to better prioritize work to make sure everything was completed as efficiently as possible. We pride ourselves with being able to work the majority of tickets in-house with the resources we have available. There are some issues I would have to escalate to Microsoft though so I've become comfortable working with their technicians when troubleshooting complex tickets.

Technical Support Specialist

• Feb 2018 - Feb 2019

I remotely assisted and troubleshot with clients having technical issues over the phone and through email. We would setup remote sessions to view the issues our clients were experiencing live with them and offer our help to get them resolved. This was a high-volume call center roll that exposed me to a variety of IT troubleshooting techniques very quickly. On all of these calls I would be sure to review the clients account and offer suggestions on how they could better protect their… Show more I remotely assisted and troubleshot with clients having technical issues over the phone and through email. We would setup remote sessions to view the issues our clients were experiencing live with them and offer our help to get them resolved. This was a high-volume call center roll that exposed me to a variety of IT troubleshooting techniques very quickly. On all of these calls I would be sure to review the clients account and offer suggestions on how they could better protect their business. I learned that a lot of clients just don't know the options they have available to them and once they're aware, they usually want to set them up. Cross selling security services that our company offers, I routinely worked with the Sales team to let them know which if their accounts were inquiring about possible new services.

Customer Care Specialist

• Oct 2015 - Feb 2018

Managing Partners accounts and providing Phenomenal Care to any customers who need support with any of our services.

Staff Leader

• Aug 2011 - Oct 2015

Employee

• Sep 2010 - Feb 2011