Experience

NeverBlue IT

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

• Client Service IT Technician

  • Jul 2023 - Present

  ⬜ Provide timely and effective support to clients, ensuring smooth operation of their IT systems. ⬜ Administer and secure networks, including firewalls, routers, and VPNs, to protect against cyber threats. ⬜ Ensure hardware, servers, and workstations are well-maintained and optimized for performance and reliability. ⬜ Meet or exceed Service Level Agreements, while maintaining clear, professional communication with clients to understand their needs and provide updates on IT issues and… Show more ⬜ Provide timely and effective support to clients, ensuring smooth operation of their IT systems. ⬜ Administer and secure networks, including firewalls, routers, and VPNs, to protect against cyber threats. ⬜ Ensure hardware, servers, and workstations are well-maintained and optimized for performance and reliability. ⬜ Meet or exceed Service Level Agreements, while maintaining clear, professional communication with clients to understand their needs and provide updates on IT issues and resolutions. ⬜ Maintain accurate records, documentation, and incident reports to track issues, solutions, and system configurations. Show less ⬜ Provide timely and effective support to clients, ensuring smooth operation of their IT systems. ⬜ Administer and secure networks, including firewalls, routers, and VPNs, to protect against cyber threats. ⬜ Ensure hardware, servers, and workstations are well-maintained and optimized for performance and reliability. ⬜ Meet or exceed Service Level Agreements, while maintaining clear, professional communication with clients to understand their needs and provide updates on IT issues and… Show more ⬜ Provide timely and effective support to clients, ensuring smooth operation of their IT systems. ⬜ Administer and secure networks, including firewalls, routers, and VPNs, to protect against cyber threats. ⬜ Ensure hardware, servers, and workstations are well-maintained and optimized for performance and reliability. ⬜ Meet or exceed Service Level Agreements, while maintaining clear, professional communication with clients to understand their needs and provide updates on IT issues and resolutions. ⬜ Maintain accurate records, documentation, and incident reports to track issues, solutions, and system configurations. Show less



Christian Care Ministry

• United States
• Financial Services
• 300 - 400 Employee

• Information Technology Service Desk

  • Aug 2021 - Jul 2023

  ⬜ Administered DUO Mobile MFA service to ensure enterprise security protocol compliance. ⬜ Created detailed tickets for efficient problem resolution, fulfilling requests or delegating tasks as needed. ⬜ Collaborated with Service Desk and IT Operations teams to provide phone, remote, and on-site support. ⬜ Met SLA goals by monitoring IT ticketing systems and fulfilling ticket requests related to Salesforce. ⬜ Championed the adoption of JIRA Service Management (JSM) as the… Show more ⬜ Administered DUO Mobile MFA service to ensure enterprise security protocol compliance. ⬜ Created detailed tickets for efficient problem resolution, fulfilling requests or delegating tasks as needed. ⬜ Collaborated with Service Desk and IT Operations teams to provide phone, remote, and on-site support. ⬜ Met SLA goals by monitoring IT ticketing systems and fulfilling ticket requests related to Salesforce. ⬜ Championed the adoption of JIRA Service Management (JSM) as the organization’s asset and ticketing software and served on the project team for its implementation and UAT to prepare for org wide utilization. ⬜ Prepared and submitted KPI reports to IT team using Microsoft Excel, including Salesforce-related KPIs. ⬜ Served as a software quality assurance test specialist, helping the QA Team in release testing.

• IT Support Coordinator

  • Oct 2015 - Apr 2023