Experience

ETEAM

• United States
• Software Development
• 1 - 100 Employee

• Online Analyst II

  • May 2022 - Present



Amazon Fulfillment Technologies & Robotics

• United States
• Software Development
• 700 & Above Employee

• Technical Support Engineer

  • Jan 2021 - Dec 2021



A+ Federal Credit Union

• United States
• Financial Services
• 200 - 300 Employee

• Help Desk Support Technician

  • Sep 2019 - Jan 2021

  Provide helpdesk support for users and effectively communicate the actions required to resolve issues. Escalate issues in a timely manner if problems are not resolved. Provide helpdesk support for users and effectively communicate the actions required to resolve issues. Escalate issues in a timely manner if problems are not resolved. Actively monitor IT helpdesk, take ownership of requests within duties and skillset. Use A+ help desk system to assign tickets to other A+ personnel, work assigned help desk tickets, update ticket progress and close tickets. Primary contact for all end user software support needs, including entire Microsoft Office suite of products and other business productivity software. Responsible for creating, modifying and deleting users from all systems. Partner with the Training Department to incorporate software knowledge into classes. Work with other department staff to install business productivity software and hardware. Software/hardware must be installed in accordance with any existing system hardening guidelines and in a manner that is consistent with internal security requirements. Work with other department staff to create support documentation to be used within the department and general documentation to provide instructional information for other employees. Maintain documentation as appropriate and as directed by supervisor. Assist with replacement/repairs of computer equipment, printers, and peripherals. This may require heavy lifting, climbing, sitting for prolonged periods and confining positions. Travel to branches to provide frontline hardware & software support. Maintain the security and confidentiality of pertinent information and records. Participate in the rotational weeklong 24/7 on-call support program. Perform other duties as assigned by supervisor. Show less



VRBO Vacation Rentals by Owners from Home Away

• United States
• Hospitality
• 1 - 100 Employee

• Technical Support Representative

  • May 2017 - Sep 2019

  Home Away: Product Support Level 2 Technical Support representative. Handling cases escalated by general support due to technical issues requiring in depth investigation. Communicating with development teams to detect, and resolve defects. Triaging, escalating and following the resolution of large scale events that affect a wide range of sites and customers. Creating and changing policies and processes to better facilitate a positive customer experience. Provide feedback regarding other teams’ escalations in regards to standard procedures. Conferring with management to determine issues and providing solutions for other teams to utilize. Show less



A Small Orange

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Web Advisor

  • Oct 2016 - Apr 2017

  Providing technical and customer support via Chat and Email. • Providing technical support and customer support • Managing users accounts • Working with LAMP stacks in a web hosting environment • Assisting with software installations in a Linux web hosting environment. • Utilizing monitoring software to diagnose issues with customer’s accounts • Detailing customer issues through ticketing software to for proper escalation • Maintaining quality customer service in simultaneous customer contact Show less



teleNetwork

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Technical Support Representative

  • Oct 2015 - Oct 2016

  Providing customer focused technical support for Google Fiber's Internet, TV, and phone services over phone, chat, and email. • Providing technical and customer support • Owning customer issues through to resolution • Gathering information while maintaining security and confidentiality • Utilizing available customer information diagnostic tools to identify and solve issues • Diagnosing software and hardware issues involving customer’s Internet and TV systems Providing customer focused technical support for Google Fiber's Internet, TV, and phone services over phone, chat, and email. • Providing technical and customer support • Owning customer issues through to resolution • Gathering information while maintaining security and confidentiality • Utilizing available customer information diagnostic tools to identify and solve issues • Diagnosing software and hardware issues involving customer’s Internet and TV systems