Experience

Convergence Networks

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Manager, Employee Development

  • May 2021 - Present

  Conducting Needs Assessments: Identify training needs of the organization, the employees, and the specific job roles.Designing and Developing Training Programs: Once training needs have been identified, design and develop training programs that meet the needs of the organization and its employees. These programs may include classroom instruction, e-learning modules, on-the-job training, and other types of training.Delivering Training: Facilitate training sessions and deliver training programs to employees. Ensure that the training is engaging, interactive, and effective.Evaluating Training Effectiveness: Evaluate the effectiveness of training programs by analyzing feedback from employees and managers, measuring the impact on job performance, and making necessary adjustments.Updating Training Programs: As the needs of the organization and employees change, update training programs to ensure they remain relevant and effective.Maintaining Training Records: Keep accurate records of all training activities, including attendance, feedback, and results.Collaborating with Subject Matter Experts: Work closely with subject matter experts to ensure that training content is accurate and up-to-date.Staying Up-to-Date with Industry Trends: Stay up-to-date with the latest industry trends, training methods, and technology to continually improve training programs and delivery. Show less

• Service Desk Tech/Team Leader

  • Oct 2016 - May 2021

  Leading the Service Desk Team: Lead and manage a team of Service Desk Technicians to ensure they are meeting performance targets and providing excellent customer service.Monitoring and Reporting: Monitor the performance of the Service Desk team and report on key metrics such as response time, ticket resolution time, and customer satisfaction.Handling Escalations: Handle escalations from Service Desk Technicians and provide guidance and support to resolve complex technical issues.Coaching and Training: Provide coaching and training to Service Desk Technicians to help them improve their technical skills and customer service abilities.Developing and Maintaining Knowledge Base: Develop and maintain a knowledge base of technical issues and solutions to improve the efficiency and effectiveness of the Service Desk team.Maintaining Service Level Agreements: Ensure that Service Level Agreements (SLAs) are met by the Service Desk team, and will work to continuously improve SLA performance.Liaising with Other Departments: Liaise with other departments such as IT Operations and Development to ensure that the Service Desk team has the necessary resources and information to provide excellent customer service. Show less



Washoe County, State of Nevada

• IT Technician

  • May 2016 - Sep 2016

  Providing Technical Support: Provide technical support to County employees, troubleshoot and resolve hardware and software issues, and provide assistance with computer applications. Maintaining Computer Systems: Maintain the County's computer systems, including hardware and software upgrades, system backups, and security patches. Installing and Configuring Hardware and Software: Install and configure new hardware and software, and ensure that they are compatible with existing systems. Testing and Evaluating New Technologies: Test and evaluate new technologies and make recommendations for improvements to the County's computer systems. Conducting Training Sessions: Conduct training sessions for County employees to educate them on new technologies and computer applications. Managing Network and Server Systems: Manage the County's network and server systems, ensuring that they are running efficiently and effectively. Maintaining Records and Inventory: Maintain accurate records and inventory of computer equipment, software licenses, and warranties. Liaising with Vendors: Liaise with vendors to purchase computer equipment and software and coordinate repair and maintenance services. Show less



State of Nevada Department of Employment, Training, & Rehabilitation

• Individual and Family Services
• 1 - 100 Employee

• Disabled Veterans Outreach Program Specialist

  • Jan 2015 - May 2016

  Providing Employment Services: Providing employment services to disabled veterans, including career counseling, job placement assistance, resume writing, and interview preparation. Developing Individual Employment Plans: Work with individual veterans to develop employment plans that are tailored to their specific needs and career goals. Conducting Outreach and Recruitment: Engage in outreach and recruitment efforts to identify disabled veterans who could benefit from employment and training services. Collaborating with Partner Agencies: Work closely with partner agencies, such as the Department of Labor's Veterans' Employment and Training Service (VETS), to coordinate and deliver employment and training services. Advocating for Veterans: Advocates on behalf of disabled veterans to ensure that they receive the support and services they need to succeed in the workforce. Maintaining Accurate Records: Maintains accurate records of all employment and training services provided to disabled veterans, and ensures that all reporting requirements are met. Staying Current on Industry Trends: Stay up-to-date on industry trends and best practices related to employment and training services for disabled veterans, and makes recommendations for program improvements as needed. Show less



TechTastic

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Technician

  • Nov 2014 - Jan 2015

  Providing technical support to customers who are experiencing issues with their devices. This include troubleshooting hardware and software issues, answering questions, and providing training on how to use devices and software. Repairing devices that are not functioning properly. This can involve diagnosing issues, replacing defective parts, and testing the device to ensure it is working properly. Installing and configuring new devices for customers. This can include setting up computers, smartphones, and other devices, as well as installing software and configuring network settings. Providing advice and recommendations to customers on which devices and software to purchase based on their needs and budget. Responsible for maintaining an inventory of replacement parts and supplies needed for repairs, as well as tracking orders and shipments. Handling customer inquiries and complaints in a professional and courteous manner. This may involve answering phone calls, responding to emails, and interacting with customers in person. Maintaining accurate records of all repairs, installations, and customer interactions. This can include updating customer profiles, documenting repair procedures, and tracking inventory Show less


Goldmart.com
• United States
• Leasing Non-residential Real Estate
• 1 - 100 Employee
• Operations Manager

  • Mar 2014 - Jul 2014

AmerisourceBergen
• United States
• Hospitals and Health Care
• 700 & Above Employee
• Sales and Recruiting Accounts Manager

  • Oct 2013 - Mar 2014

Georgia Military College
• United States
• Higher Education
• 1 - 100 Employee
• National Guard Recruiter/Student Advisor Liaison

  • Oct 2010 - Sep 2013

Army National Guard
• United States
• Armed Forces
• 700 & Above Employee
• Recruiter

  • Oct 2004 - Oct 2010

US Army
• United States
• Law Enforcement
• 1 - 100 Employee
• Communications Team Chief

  • Oct 1998 - Oct 2004