Student

• Jan 2022 - Present

• Exposure to front-end software development technologies such as JavaScript, HTML, CSS, React, and Bootstrap with hands-on practice exercises to reinforce learning. • Completed coursework for backend technologies like Django, Postgresql, and Sqlite3, leading to building out CRUD applications. • Gained familiarity to unit testing frameworks like Jest and Python. • Learned to create a full stack application for personal project resulting in deepening my learning of backend and frontend technologies. Show less

Unemployed

• Apr 2019 - Present

Helpdesk Analyst

• Jun 2017 - Feb 2019

• Maintained over 100 workstations and acted as support for end user issues, resulting in reduced downtime. • Provided remote onboarding services, helping customers complete initial device setup and connection procedures. • Performed one-on-one remote helpdesk calls, leveraging an analytical mindset to break down complex issues and resolve them via video chat, maintaining consistent customer satisfaction. • Maintained over 100 workstations and acted as support for end user issues, resulting in reduced downtime. • Provided remote onboarding services, helping customers complete initial device setup and connection procedures. • Performed one-on-one remote helpdesk calls, leveraging an analytical mindset to break down complex issues and resolve them via video chat, maintaining consistent customer satisfaction.

Service Desk Analyst

• Jul 2016 - Jun 2017

• Used defined help desk processes and procedures to deliver tier 1 technical support. • Offered feedback on system operation to help develop best practices and reduce user incidents. • Provided technical support to 60 users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. • Used defined help desk processes and procedures to deliver tier 1 technical support. • Offered feedback on system operation to help develop best practices and reduce user incidents. • Provided technical support to 60 users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.

IT Helpdesk

• Nov 2014 - Nov 2015

• Resolved 15-20 level 1 ticket issues per week, exercising superb problem-solving skills to address issues in a timely manner and escalate when appropriate.• Traveled on site to perform troubleshooting tasks for hardware and software related incidents, to better diagnose and resolve complex issues.• Advanced collaboration, communication, and interpersonal skills to assist over 100 users remotely.

Regional Service Desk

• Nov 2014 - Nov 2015

• Communicated with clients to resolve technical issues, and ensured that personnel was able to utilize the systems and software that they need.• Resolved 20+ incoming client and personnel IT queries remotely via email and phone, or at the office, per week.• Documented processes and maintained service desk records via Remedy ticketing system.

Sergeant

• Nov 2006 - Nov 2010

United States Marine. • Conducted annual training for Combat Logistics Regiment - 35, leading to the successful • Oversaw the well being of over 20 junior Marines in my care, resulting in promotions to the next rank • Conducted over 100 marksmanship classes instructing over 200 Marines leading to pistol and rifle qualifications • Deployed to Iraq in support of Operation Iraqi Freedom United States Marine. • Conducted annual training for Combat Logistics Regiment - 35, leading to the successful • Oversaw the well being of over 20 junior Marines in my care, resulting in promotions to the next rank • Conducted over 100 marksmanship classes instructing over 200 Marines leading to pistol and rifle qualifications • Deployed to Iraq in support of Operation Iraqi Freedom