Experience

Provalus

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Team Manager

  • Jul 2023 - Present

• Service Desk Team Lead

  • Jul 2021 - Present

  *Create a mode of operations to be adhered by team members in order to maintain good routine and orderliness.*Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.*Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.*Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference.*Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective. *Analyze ticket and call data daily, present data to client in Monthly/Quarterly Base power points, in a collaborative effort in providing most effective support for our customers. Show less

• Support Desk Tech.(Shift Lead)

  • Feb 2021 - Jul 2021

  *Worked tickets and calls as they came in. Duties include, trouble shooting printers/print servers, MS Outlook/Excel/Word issues at paper plants around the world. Uninstalling/re-installing software. Ordering of new equipment for customers as well as creating service calls for equipment to be repaired. Showcased level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence.

• Service Desk Analyst(Agent)

  • Jan 2020 - Feb 2021

  *Performed duties such as, provide maintenance of Digital Ordering systems, Trouble shoot POS hardware and software, extensive knowledge of VLAN configurations to allow said equipment to speak to one another on secured networks. Create Knowledge Based Articles(KBA) to build knowledge amongst the team as a collective.

• Tech. Specialist(Team Leader)

  • May 2019 - Jan 2020

  *Performing Nightly remote logging into Aloha terminals to update LANDesk security systems and testing the new software, others duties including organizing my team for their nightly task while maintaining client confidentiality. Also nightly conference calls with the client to make sure all task are completed on time and by the end of day.



Mobile Destination, Inc

• United States
• Wireless Services
• 1 - 100 Employee

• Sales Rep./Repair Tech.(MIT)

  • 2015 - May 2019

  *Performed Sales as well as excellent customer service including but not limited to technical support. Responsibilities included marketing calls, explaining customers billing, Going over contracts and keeping customers informed of the latest promotions. Also was on-site repair technician, repaired smart phone/tablet screens, charging ports, speakers and cameras. *Performed Sales as well as excellent customer service including but not limited to technical support. Responsibilities included marketing calls, explaining customers billing, Going over contracts and keeping customers informed of the latest promotions. Also was on-site repair technician, repaired smart phone/tablet screens, charging ports, speakers and cameras.



Community Education Centers, Inc CEC

• United States
• Law Enforcement
• 300 - 400 Employee

• Correctional Officer(ICE)

  • 2014 - 2015

  *Provided safe/secure environments to IAH Polk County Detention Facility by insuring all doors and hallways are secure and maintained clean. Insure that all Detainees are fed and in good health, also to carry out my daily actives assigned to me by the shift supervisors. *Provided safe/secure environments to IAH Polk County Detention Facility by insuring all doors and hallways are secure and maintained clean. Insure that all Detainees are fed and in good health, also to carry out my daily actives assigned to me by the shift supervisors.



Community Education Centers, Inc CEC

• United States
• Law Enforcement
• 300 - 400 Employee

• Admin. Sergeant

  • 2011 - 2013

  * Performed duties that include assisting the Lieutenant in addressing the shift of their daily duties and insuring all paper work be completed and turned in a timely manner. Moving of the inmates that had disciplinary problems by placing them into a segregated area, also making sure that all inmates where accounted for and in the correct housing assignments, as well as clearing all daily counts. Training and development of personal.

• Correctional Officer

  • 2010 - 2011

  * Provided safety/security to Newton County Corrections Center. Responsibilities included all aspects of security operations, such as monitoring inmates, walking hallways, feeding of inmates, controlling traffic through hallways, making sure all paper work was filled out correctly and maintain secure environments.



The GEO Group, Inc.

• United States
• Security and Investigations
• 700 & Above Employee

• Correctional Officer

  • 2008 - 2009

  * Provided a wide range of security services. Duties included patrolling hallways and dorms, maintain safety/security to inmates and facility, always creating the highest level of security possible. * Provided a wide range of security services. Duties included patrolling hallways and dorms, maintain safety/security to inmates and facility, always creating the highest level of security possible.



Walmart

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • 2006 - 2008

  * Performed sales and mixing paint, maintain extensive product knowledge, provided superior customer service. * Performed sales and mixing paint, maintain extensive product knowledge, provided superior customer service.