Help Desk Support Specialist

• Mar 2023 - Present

Computer Operator III

• Jun 2021 - Oct 2022

Provide Tier 1 support via email and tickets, assisting the US Navy’s transition to Office 365 Flank Speed, as well additional Enterprise Service Desk Support where needed Provide Tier 1 support via email and tickets, assisting the US Navy’s transition to Office 365 Flank Speed, as well additional Enterprise Service Desk Support where needed

Service Desk Technician

• Nov 2019 - May 2021

Same position as below, transition from contractor to employee • Assist customers over the phone with break/fix issues with their issued systems using Microsoft Remote Assistance, UNC, and Microsoft Remote Connection, as well as assist with account activations and unlocks • Use Active Directory to search for and unlock user accounts • Solve customer issues in a swift and efficient manner, escalating issues to higher tiers as required • Manage and troubleshoot government issued mobile devices using Blackberry UEM • Provide exceptional support to VIP clients • Provide outstanding customer service at all time • Assist Tier 2 Tech Leads in assisting other Tier 1 agents • Successfully obtained and currently maintain a Secret Level Security Clearence Show less

Service Desk Technician

• Apr 2019 - Nov 2019

• Assist customers over the phone with break/fix issues with their issued systems using Microsoft Remote Assistance, UNC, and Microsoft Remote Connection, as well as assist with account activations and unlocks • Use Active Directory to search for and unlock user accounts • Solve customer issues in a swift and efficient manner, escalating issues to higher tiers as required • Manage and troubleshoot government issued mobile devices using Blackberry UEM • Provide exceptional support to VIP clients • Provide outstanding customer service at all time Show less

Independent Contractor

• Jun 2018 - Jan 2019

Responsibilities ranged from running new network cable lines, to server room and phone system maintenance and trouble shooting, to device setup or tear down, as requested by the job site Responsibilities ranged from running new network cable lines, to server room and phone system maintenance and trouble shooting, to device setup or tear down, as requested by the job site

Certified Field Manager

• Oct 2017 - Feb 2018

-Generated cold call sales lead -Kept up to date record of all leads, including time of appointment, number of items, and interest level using Salesforce -Generated daily reports of team production, listing number of attempts, success, and appointments for the day -Generated weekly reports detailing compensation based on number of confirmed sales -Generated cold call sales lead -Kept up to date record of all leads, including time of appointment, number of items, and interest level using Salesforce -Generated daily reports of team production, listing number of attempts, success, and appointments for the day -Generated weekly reports detailing compensation based on number of confirmed sales

Independent Contractor

• Sep 2016 - Sep 2017

-Supported customers with problems or questions via Tickets through ZenDesk, and through livechat -Maintained an up to date record of interactions that required internal tinkering -Supported customers with problems or questions via Tickets through ZenDesk, and through livechat -Maintained an up to date record of interactions that required internal tinkering

Delivery Driver

• Aug 2015 - Mar 2017

-Prepared requested items required for delivery -Delivered goods to consumer using quick, efficient routing -Crafted goods as requested, make sure the results were accurate to the request -Prepared requested items required for delivery -Delivered goods to consumer using quick, efficient routing -Crafted goods as requested, make sure the results were accurate to the request

Seasonal Sales Associate

• Oct 2016 - Jan 2017

-Supported customers that had questions about a game, platform, or service -Recommended games to customers based on previous purchases, or though common themes (i.e. recommending a new RPG to someone who plays/has played similar games in the past) -Sorted games based on system and title, making sure that games were in the proper place and easy to find -Supported customers that had questions about a game, platform, or service -Recommended games to customers based on previous purchases, or though common themes (i.e. recommending a new RPG to someone who plays/has played similar games in the past) -Sorted games based on system and title, making sure that games were in the proper place and easy to find

Tier 1 Tech Support

• Jul 2016 - Aug 2016

Sales Associate

• Aug 2014 - Nov 2014

Sales Associate

• Jun 2013 - Aug 2013